Global Operations Director

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We're Houst: A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We've grown fast. Since launching in 2015, we've partnered with thousands of happy hosts, helping them to make important earnings.

We are looking for an Operations Director who is driven, innovative, and passionate about delivering operational excellence in a dynamic and fast-paced environment. The successful candidate will be a key member of our Senior Leadership team, helping to shape the future of our business and drive growth in our global markets.

Responsibilities:

• Provide leadership across all operational areas, setting strategic direction and ensuring execution.
• Use data to identify problems and develop metrics to evaluate solutions.
• Collaborate with Commercial and Client Success teams to drive efficiency across the business.
• Develop and implement a global operations strategy for retaining and growing Houst's inventory of homes in new and existing markets.
• Oversee guest and host satisfaction through cross-department collaboration.
• Manage supplier relations and negotiate contracts for quality and competitive pricing.
• Oversee maintenance operations, ensuring properties are well-maintained, and meet high standards of cleanliness and safety.
• Manage all channels including Airbnb, Booking.com, and other distribution platforms, ensuring listings are optimised, rates are competitive, and availability is up-to-date in various markets.
• Develop and implement guest experience strategies across various markets.
• Manage budgets, ensuring expenses stay within limits and revenues are maximised in different currencies.
• Build and lead a global operations team, directly managing 3 senior managers and overseeing a team of 70+.
• Collaborate with other departments and contribute to the overall company growth strategy as part of the Senior Leadership team.

Requirements

• 10+ years' experience in operations management, delivering results in a fast-growth environment.
• Proven ability to use data for decision-making; knowledge of SQL is preferred, with strong skills in Excel/Google Sheets essential.
• Strong leadership with experience building and managing high-performing teams.
• Excellent stakeholder management skills, able to maintain effective internal and external relationships.
• Experience in managing supplier relations and contract negotiations.
• Solid understanding of maintenance operations and guest experience strategies.
• Proven experience in managing distribution channels and optimising listings.
• Expertise in developing and implementing SOPs
• Strong financial acumen with experience managing budgets.
• Excellent communication and collaboration skills, with a track record of working cross-functionally.

Benefits

• 25 days paid holiday (plus public holidays)
• Hybrid working (3 days in London HQ, 2 days WFH)
• An extra day off for your birthday - because who wants to work on their birthday?
• Employee discounts - at heaps of restaurants, shops, gym memberships, cinema tickets and more
• Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
• Pension - We provide a pension scheme for all permanent employees
• Betterhelp coverage for mental health support
• MacBook - for business use
• Salary: £80k - £100k

At Houst, we embrace diversity and inclusion as fundamental pillars of our workplace culture. We believe that a diverse team fosters creativity, innovation, and success. We are committed to creating an inclusive environment where everyone feels valued and has equal opportunities to contribute and succeed.