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Job Description: Manager, Customer Operations

Location: United States (Strong preference for Florida, Colorado, or Texas)

Reports to: Vice President of Customer Experience

Model: Full-time, remote

Company Overview

Meet Turno! Since 2016, we’ve made it our mission to simplify and automate short-term rental (STR) turnovers. Turno’s SaaS platform and mobile apps provide end-to-end proptech solutions that make short-term rentals (STR) turnovers efficient and hassle-free. With a team of 150+ teammates across eight countries, we match hosts with vetted local service providers through our Services Marketplace, featuring over 55,000 independent service providers worldwide. Join Turno and be part of a forward-thinking company that values innovation, teamwork, and exceptional customer support.

Turno Source CODE:

C - Customer Obsessed

O - Outcome Focused

D - Data Driven

E - Entrusted Ownership

Role Overview

As the Manager of Customer Operations, own the back-end operations engine of Turno's growing marketplace. This is a high-impact, high-visibility role for someone who thrives at the intersection of hospitality, operations, and technology. You'll build the processes, lead the team, and deliver the kind of seamless experience that Turno's hosts, property managers, and service providers depend on to run their businesses.

Key Responsibilities

Build & Scale the Customer Operations function

• Identify gaps, inefficiencies, and opportunities in the end-to-end operations workflow and build solutions that compound over time.
• Collaborate cross-functionally with Product, Engineering, and Customer Support to ensure our platform tools support operational needs 24/7.
• Architect scalable SOPs, playbooks, and escalation pathways that create consistency across geographies and time zones.
• Develop frameworks to evaluate and improve provider quality, reliability, and utilization.
• Design capacity planning and forecasting models to ensure proper staffing and SLA coverage as demand scales.
• Identify automation opportunities and partner with Product/Engineering to reduce manual operational lift.

Leverage Agentic AI

• Identify automation opportunities to build and utilize Agentic AI to increase efficiency and free up resources for more manual tasks
• Ensure the customer experience and quality/accuracy is not sacrificed by levering AI Agents in workflows
• Work directly with Product/Engineering to integrate operations AI Agents into the core product flows

Lead & Develop a High-Performing International Team

• Directly manage and develop a growing team of 8–15 international customer operations representatives.
• Establish clear performance metrics, accountability structures, and coaching cadences to build a culture of excellence.
• Recruit, onboard, and retain top talent in a fully remote, globally distributed environment.
• Implement training, QA, and performance review systems for a distributed global workforce.
• Foster a team culture rooted in hospitality, urgency, empathy, curiosity, and continuous improvement.

Drive Operational Excellence & Customer Satisfaction

• Define and own the core operational KPIs (SLA adherence, fulfillment rate, response time, escalation rate, provider reliability, customer satisfaction, etc.), and build the reporting infrastructure to manage the business in real time.
• Act as the voice of the customer internally by surfacing insights and trends that inform product and business decisions.
• Ensure SLA compliance and service quality across a high-volume, fast-moving project pipeline.

Required Qualifications

• 2-5+ years of operations experience, with direct exposure to the short-term rental (STR) industry, whether at a property management company, STR tech platform, or hospitality operations role.
• 3-5+ years of experience managing remote, international teams of 5+ people.
• Proven ability to build operational processes and workflows from the ground up, not just inherit and optimize existing ones.
• 1-2+ of experience building and managing AI Agents
• Strong analytical skills, comfortable building dashboards, defining KPIs, and using data to manage and improve performance.
• Experience scaling operations from early-stage processes to high-volume, repeatable systems.
• Exceptional communication skills and the ability to lead with clarity, transparency, and purpose across a distributed team.
• A genuine passion for hospitality and the short-term rental (STR) industry. You care deeply about the host, guest experience, and service provider experience. It shows in everything you do.

Preferred Qualifications

• Experience working within a marketplace or two-sided platform business model.
• Familiarity with project management tools, CRM systems, and operations software (e.g., Intercom, Hobspot, Aircall, Slack, ect)
• Experience with Agentic AI tools (Claude Cowork, OpenClaw, n8n, ect.)
• Spanish or other language fluency is a plus given the global nature of the team and customer base.