Hospitality Operations Manager

What we do and why we do it

As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to reinvent the rental housing ecosystem for the benefit of all. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.

With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of Stessa (financial and asset management software),
Rent Prep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in Casago (short-term rental management services), expanding our platform to support both long-term and short-term rental investment services.

• We are entrepreneurs → Launch a startup within a startup
• We are better together → Work across functions & business units to do it fast and well
• We focus on impact → Build a profitable business unit with satisfied owners, teammates, and guests
• We think like investors → Enhance owners’ and Roofstock’s ROI

Roofstock’s STR team has the opportunity to build and shape an entirely new business unit together. The team is obsessed with people, in particular our owners, our guests, and our teammates. We extend our hospitality to everyone around us, there’s no such thing as “not my job,” and we celebrate our wins together. We plan to expand within our current markets as well as to roll out new markets in the years to come.

Much like a startup business, things are fast-paced, intense, and exhilarating. And when the team wins, we all w

• Manage a portfolio of ~40 STR homes in your market, ensuring they are clean, maintained, guest-ready, and performing to standard
• Serve as the primary point of contact for assigned owners, answering questions promptly and delivering proactive updates
• Visit and inspect each home in your portfolio at least once per month to ensure familiarity and quality oversight
• Lead a small in-market team and oversee local vendors
• Delegate routine inspections and operational tasks to a team of caretakers, runners, etc
• Resolve escalated guest issues with urgency and care
• Support onboarding of new homes in collaboration with central and field teams
• Help owners understand the expenses on their statements and answer financial questions as they arise
• Monitor and manage home-level standards, performance, and guest feedback
• Other duties as assigned

• High guest satisfaction and consistent 5-star reviews for assigned homes
• Average guest review score of 4.8 or higher across assigned homes, with action plans in place for any homes below threshold
• Owner satisfaction as measured by Net Promoter Score (NPS) and direct feedback
• Owner churn within assigned portfolio kept below 10% annually
  
  Clear, timely communication and issue resolution for owners (SLAs TBD)
• Reliable performance and accountability from team members and vendors

• Frequent travel within market required
• Availability to frequently work weekends, holidays, early mornings, and evenings (with 2 days off each week)

• 3+ years in property management, hospitality, or field operations
• Exceptional communication skills and a customer-first mindset
• Ability to manage local teams and third-party vendors
• Working knowledge of STR platforms (Airbnb, VRBO, etc.)
• Comfort with expense categories and explaining common STR charges to owners
• Strong organizational and time management skills
• Comfort with mobile tools and task management systems
• Valid driver’s license and reliable transportation required
• Bachelor Degree preferred but not required

Compensation may be adjusted based on experience, skills, and interview performance.

Our compensation reflects several US geographic markets. The base pay for this position represents…