Head of Shared Services Operations (Miami, FL)

<p><strong>Full-Time | Miami-based, in-office 4 days per week in Miami</strong></p> <h3><strong>About the Role</strong></h3> <p>Extenteam provides guest communication and operational support for short-term rental property managers across 80,000+ properties, with AI-assisted workflows and human-in-the-loop oversight.</p> <p>The Head of Shared Services Operations owns the systems, structures, and economics that make our service operation run well and scale profitably. You own whether the operational metrics are achievable, why they're moving the way they are, and what to change in the system when they aren't where they should be.</p> <h3><strong>The Core of the Job</strong></h3> <p>When an agent escalates a ticket, you don't ask "why did the agent escalate this?" - you ask "why did the system produce this escalation? What's broken upstream?"</p> <p>When AI misclassifies a ticket, you find the pattern and fix the prompt or the rule. When SLAs miss on a property type, you find out whether it's a knowledge gap, a routing problem, an SOP gap, an unclear listing, or a partner contract ambiguity - and you fix the actual cause. When clients give you bad data or unclear SOPs, you push back with specifics: "your listing says X, guests keep asking us Y, here's what you need to change."</p> <h3><strong>What You'll Own</strong></h3> <ul> <li><strong>Service diagnostics.</strong> Root-cause analysis on escalations, AI misclassifications, SLA misses, and workflow friction. Find the upstream cause, fix it, measure that it worked</li> <li><strong>AI performance.</strong> Drive Autopilot AI false-negative rate toward zero. Own prompt design, routing rules, human-in-loop governance</li> <li><strong>Knowledge base and SOPs.</strong> Clean source of truth with named owners per partner. You write the runbooks personally, not just review what others draft</li> <li><strong>Unit economics.</strong> Cost-per-property model and gross margin trajectory as the book scales</li> <li><strong>Workforce model.</strong> Capacity planning and staffing economics for a 24/7 multi-time-zone operation</li> <li><strong>Revenue programs.</strong> New service categories, upsell systems, partner-facing offerings that scale without proportional headcount</li> </ul> <h3><strong>Who You Are</strong></h3> <h4><strong>Required</strong></h4> <ul> <li>5+ years in operations leadership at a tech-enabled service business</li> <li><strong>Deep analytical instincts.</strong> You spot when a number doesn't make sense before you decide what to do about it</li> <li><strong>Track record of root-cause analysis.</strong> Examples where you found why a service operation was producing wrong outcomes and fixed the upstream cause</li> <li><strong>Tech-savvy and hands-on.</strong> You personally interrogate dashboards, ticketing systems, AI reports</li> <li><strong>AI deployment in a live service operation</strong>, including how to diagnose and fix what AI gets wrong</li> <li>Hands-on experience designing workflows, knowledge bases, decision trees, and SOPs with Product and Engineering</li> <li>Strong client-facing skill - comfortable telling enterprise clients what they need to change, with data to back it</li> <li>Miami-based or willing to relocate. In-office role</li> </ul> <h4><strong>Preferred</strong></h4> <ul> <li>Short-term rental, hospitality, or property management operations experience</li> <li>SaaS or tech-platform business going through a services-to-product transformation</li> <li>Former consultant (McKinsey, Bain, BCG, Deloitte) or startup operator who owned a CX or service operation account</li> </ul> <h3><strong>Key Attributes</strong></h3> <ul> <li><strong>Diagnostician</strong> - Look at outcomes, find causes</li> <li><strong>Pattern-Spotter</strong> - Anomalies jump out at you</li> <li><strong>Tech-Savvy</strong> - Set up your own tools, work in unfamiliar systems without hand-holding</li> <li><strong>Automation-First</strong> - Systems before people</li> <li><strong>Diplomatically Direct with Clients</strong> - Tell clients what they need to hear, with data</li> <li><strong>Lead by Design</strong> - Build systems that discover the future, not just execute today's plan</li> </ul> <h3><strong>This Is Not a Good Place for You If</strong></h3> <ul> <li>You want to spend most of your time on agent 1-on-1s and people management</li> <li>You need IT to set up your tools or want step-by-step documentation</li> <li>You wait for direction instead of taking it</li> </ul> <h3><strong>Why Join Extenteam</strong></h3> <ul> <li>Shape Shared Services into a profit center and own the operating side of our services-to-AI transformation</li> <li>Report to the Head of Operations; collaborate directly with the founder and leadership team</li> <li>Miami-based, in-office 4 days per week in Miami</li> </ul> <h3><strong>Interview Process</strong></h3> <ul> <li>Founder intro (30 min)</li> <li>Hiring manager interview with Head of Operations (60 min)</li> <li>Take-home: real Extenteam data, find the anomalies, tell us what to do about them</li> <li>Team interviews</li> <li>References and offer</li> </ul> <p>2-3 weeks total.</p>