Operations Manager

About Houst
Houst is a leading property management company on a mission to make hosting seamless and profitable for property owners. Since launching in 2015, we've expanded into over 20 cities globally, managing short-term rentals that deliver exceptional guest experiences. We're looking for a motivated, action-oriented Operations Manager to drive operational excellence in our largest market, the UK & Ireland, and help us maintain Houst's reputation for top-quality service.

About the Role
As the Operations Manager for UK & Ireland, you'll oversee Houst's daily operations, managing a team dedicated to providing flawless guest experiences and efficient property management. This role combines strategic thinking with hands-on problem-solving, requiring someone with a bias for action who can identify issues, implement data-driven solutions, and inspire their team to achieve excellence. You'll work cross-functionally to optimise operations, lead process improvements, and ensure we exceed expectations on every booking.

Key Responsibilities

• Drive Operational Performance: Own KPIs for clean ratings, check-in success, guest satisfaction, and financial performance, using data to monitor and drive continuous improvement.
• Lead and Develop the Team: Manage and inspire a team of Operations Associates, setting high standards for performance and fostering a culture of accountability and growth.
• Data-Driven Optimization: Leverage data and reporting tools (Excel, Google Sheets) to identify areas for improvement, analyse trends, and make informed operational adjustments.
• Supplier & Stakeholder Management: Build strong relationships with suppliers, ensuring they meet our standards, and collaborate with internal teams like Onboarding, Commercial, and Guest Experience to streamline operations.
• Lead Strategic Projects: Execute initiatives that enhance operational efficiency and customer satisfaction across UK & Ireland markets, contributing to Houst's broader growth goals.
• Hands-On Support: Step in where needed to support daily operations, managing inbound requests, scheduling, and supplier communications to ensure consistency and reliability.

What You'll Bring

• Proactive Problem-Solver: Strong bias for action with a proven ability to quickly address challenges and implement effective solutions.
• Analytical Thinker: Skilled in data analysis and comfortable with Excel, Google Sheets, SQL and looker.
• Leadership & Team Development: Experience managing and motivating a team, with a focus on high standards and professional growth.
• Organisational Excellence: Exceptional time management and prioritisation skills, capable of managing multiple projects and tasks simultaneously.
• Effective Communicator: Excellent interpersonal skills, able to collaborate effectively with internal and external stakeholders to align on goals.
• Resourceful & Detail-Oriented: High attention to detail, adaptable, and solutions-oriented, with a commitment to delivering quality at every level.

Why Join Houst?

• Culture: Join a team that values innovation, autonomy, and continuous improvement, with regular team events and recognition for outstanding work.
• Flexibility: Hybrid work model (3 days in office, 2 days remote) for work-life balance.
• Growth & Development: Access to career development resources, mentorship, and training to support your professional growth.
• Comprehensive Benefits: Competitive salary, 25 days of paid holiday (plus public holidays), an extra day off for your birthday, and a pension plan. Enjoy employee discounts, wellness resources, and "pawternity" leave for new pet parents.

Salary Banding: £45,000 - £50,000 (DOE)

• 25 days holiday
• Hybrid working (3 days in our London office, 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
• MacBook - for business use