KEY is where hospitality meets technology. Through its technology platform, guests can book vacation rentals and in-home services and local experiences. KEY works with property manager partners providing an elevated service to over 8,000 vacation homes in 80 destinations and growing.
The rapidly growing short-term rental industry offers an exciting alternative to traditional hotel lodging. However, because this industry is still developing, discerning travelers haven’t had a single, trusted brand to book vetted vacation rentals, quality in-home services, and curated local experiences.
We are seeking an experienced Sales + Operations Manager to lead our guest-facing operations and drive home conversion as our primary business objective. This role will oversee both our guest-facing team and booking coordination team across Austin and offshore locations, requiring strong leadership and communication skills.

REQUIRED QUALIFICATIONS

Experience & Background

• 5+ years of experience in guest experience, hospitality, or customer success
• 3+ years of team management experience, preferably in a service-oriented environment
• Experience managing offshore teams strongly preferred
• Proven track record of driving conversion or revenue-focused KPIs
• Experience with booking systems, CRM platforms, and performance analytics tools

Skills & Competencies

• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Data-driven mindset with experience in performance analysis
• Ability to work effectively across different time zones and cultures
• Problem-solving skills and ability to handle complex situations
• Proficiency in project management and process optimization

Personal Attributes

• Customer-obsessed mentality with focus on guest satisfaction
• Results-oriented approach with accountability for KPI achievement
• Collaborative leadership style that builds strong team culture
• Adaptability and comfort with fast-paced, evolving environment
• Strong organizational skills and attention to detail

Preferred Qualifications

• Experience in property management, vacation rentals, or hospitality technology
• Background in conversion rate optimization or revenue management
• Familiarity with remote team management tools and methodologies
• Previous experience with offshore team operations
• Bachelor’s degree in Hospitality, Business, or related field

Key Performance Indicators

• Primary KPI: Home Conversion Rate
• Guest satisfaction scores
• Team performance and productivity metrics
• Response times

Guest Experience & Conversion Optimization

• Drive home conversion rates through strategic guest experience improvements
• Hands-on involvement: Jump in to personally handle complex bookings, escalations, and high-value conversion opportunities when needed
• Develop and implement processes to optimize the guest booking journey
• Review and analyze incoming guest requests to identify patterns, seasonal trends, and emerging opportunities
• Present trend analysis and insights to leadership team with actionable recommendations
• Analyze conversion metrics and identify opportunities for improvement
• Create and maintain guest experience standards and protocols
• Ensure consistent service delivery across all touchpoints
• Lead by example through direct guest interaction and problem-solving when team support is neede

Team Leadership & Management

• Lead and manage guest-facing team and booking coordination team
• Oversee operations across Austin-based and offshore team members
• Develop, coach, and mentor team members to achieve performance goals
• Implement effective sales and communication strategies
• Conduct regular performance reviews and provide ongoing feedback

Guest Experience & Conversion Optimization

• Drive home conversion rates through strategic guest experience improvements
• Hands-on involvement: Jump in to personally handle complex bookings, escalations, and high-value conversion opportunities when needed
• Develop and implement processes to optimize the guest booking journey
• Review and analyze incoming guest requests to identify patterns, seasonal trends, and emerging opportunities
• Present trend analysis and insights to leadership team with actionable recommendations
• Analyze conversion metrics and identify opportunities for improvement
• Create and maintain guest experience standards and protocols
• Ensure consistent service delivery across all touchpoints
• Lead by example through direct guest interaction and problem-solving when team support is needed

Operations & Process Management

• Oversee booking operations to ensure seamless guest experience
• Develop and refine standard operating procedures for both teams
• Monitor and improve response times
• Implement quality assurance measures and performance tracking systems
• Manage escalations and complex guest situations

Performance & Analytics

• Own home conversion KPI and develop strategies to consistently exceed targets
• Create and maintain performance dashboards and reporting systems
• Analyze guest feedback and booking data to drive continuous improvement
• Present regular performance updates to leadership team
• Identify trends and proactively address potential issues