An international company based in Switzerland, is looking for a Lead Operations & Reputation Lead Operations & Reputation Manager remotely. The client is seeking a bilingual (German & English) Operations Lead to manage prenium short-term rental portfolio. 

This person will act as a "Fixer" and leader, overseeing a remote team in the Phillipines, defending the company's 5 star reputation and ensuring a flawless guest experience across English and German markets. 

Responsibilities: 

• Reputation & Guest Experience:
• Monitor all reviews/guest messages. Use AI to identify policy violations and lead disputes to remove unfair reviews.
• Convert guest feedback into actionable operational improvements (e.g., updating checklists, guidebooks).
• Handle high-level guest communication and complex issue de-escalation, especially in German.
• Team Leadership & Operations:
• Direct management of a 40-person Philippines-based VA team (scheduling, performance, quality control, training).
• Ensure 24/7/365 coverage for guest communications (check-ins, emergencies, enquiries).
• Recruit, onboard, and train new VA team members as needed.
• Process Improvement:
• Create and refine communication templates and operational workflows.
• Implement tools and processes to maintain premium service standards.

Requirements: 

Mandatory Requirements (Must-Haves)

• Languages: Native or C1-level German (non-negotiable) and Fluent English.
• Experience: 2-5 years in short-term rental (STR) operations, hospitality, or premium customer service.
• Skills:Team Management: Experience managing a remote team (experience with Philippines-based teams is a big plus)
• Reputation Management: Proven skill in handling online reviews and guest disputes on platforms like Airbnb/VRBO.
• Tech & AI Savvy: Comfortable using AI tools (e.g., Gemini, Claude) for analysis and task automation. Must be able to train a team on these tools
  
• Software: Prior experience with Guesty or similar STR property management software is a significant advantage.
• Industry: Direct short-term rental management experience is preferred.
• Recruitment: Comfortable with recruiting and onboarding new team members (though not a primary HR role)

Contact Hire Resolve for your next career-changing move.
Our client is offering a highly competitive salary for this role based on experience.
Apply for this role today, contact Gaby Turner at gaby.turner@hireresolve.us  or on LinkedIn
You can also visit the Hire Resolve website: hireresolve.us or email us your CV: itcareers@hireresolve.za.com