ROLE: Part-Time Operations & SOP Manager (operations management experience is required)
JOB DESCRIPTION:
- Prepare, update, and maintain onboarding documentation for all roles.
- Write, standardize, and continuously improve SOPs across all departments.
- Manage the Master SOP Library in Google Drive, including version control and update logs.
- Identify SOP gaps and prioritize documentation needs.
- Simplify and optimize SOPs based on operational feedback, research, and efficiency opportunities.
- Send and track weekly staff questionnaires related to SOP clarity and compliance.
- Define, document, and maintain KPIs for all departments, including maintenance, housekeeping, marketing, customer service, security and financial (coordination and tracking only).
- Track and analyze KPI performance on a weekly and monthly basis.
- Maintain the Master Operations Sheet.
- Monitor task execution and progress using Asana.
- Identify bottlenecks, delays, risks, or recurring operational issues.
- Propose operational improvements for leadership review and approval.
- Produce a weekly executive-level operations dashboard for the CEO.
- Report on KPI performance, missed or delayed tasks, SOP gaps, risks, and opportunities.
- Deliver concise summaries focused on exceptions and insights, not raw data.
- Ensure reporting supports decision-making and strategic oversight.
- Manage and triage shared operational inboxes.
- Route communications to the appropriate departments or owners.
- Track follow-ups and outstanding action items.
- Ensure communications align with company priorities.
- Organize design-related emails, files, and assets.
- Maintain clean, logical Google Drive folder structures.
- Support customer service operations by monitoring response workflows and identifying recurring issues.
- Update customer service SOPs based on trends and feedback.
- Monitor OTA performance, including host away calendar reviews, identification of unbooked units, flagging availability, pricing, or listing issues.
- Write and maintain Marketing and OTA SOPs (Airbnb, Booking.com, Expedia, etc.).
- Coordinate operational issues with external specialists when required.
- Track and organize maintenance tasks and requests.
- Ensure maintenance issues are properly logged, categorized, and followed up.
- Produce weekly maintenance summaries.
- Identify recurring maintenance issues and escalate for operational review.
HARD REQUIREMENTS:
- Minimum 35 years of experience in operations management, process improvement, or SOP documentation.
- Proven experience creating, managing, and optimizing Standard Operating Procedures at scale.
- Strong analytical skills with experience defining and tracking KPIs.
- Advanced proficiency in Google Workspace (Docs, Sheets, Drive).
- Hands-on experience with Asana or similar project management tools.
- Ability to produce executive-level reports and dashboards.
- Experience managing shared inboxes and cross-department communication.
- Familiarity with customer service operations and workflow monitoring.
- Experience supporting or documenting OTA platforms (Airbnb, Booking.com, Expedia, Hostaway).
- Strong attention to detail, version control, and documentation accuracy.
- Excellent written communication and organizational skills.
- Ability to work independently, manage priorities, and escalate issues appropriately.
- Reliable computer, high-speed internet, and ability to work remotely.
HOURS/WEEK:
SCHEDULE:
- Monday to Friday
- 9AM - 2PM Eastern Standard Time Zone
OFFER:
- Weeks 16: $5 USD/hour
- Weeks 6 onwards: $6 USD/hour
