{"id":783688,"url":"https://alion.io/job/extenteam-agent-operations-lead","title":"Agent Operations Lead","company":{"id":673242,"name":"Extenteam","domain":"extenteam.com","url":"https://alion.io/company/extenteam","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":87,"open_postings":7,"ghost_share":0,"stale_share":0.714,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":39000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1779},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2025-11-19T16:27:00Z","employer_posted_date":"2026-06-08","last_verified_at":"2026-10-28T04:40:48Z","board_verified":true,"closed_at":null,"days_open":342,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":342},"description":"Introduction\nThis is not your typical job description. My name is Ari, founder of Extenteam. I got into the short term rental industry by mistake while I was getting my undergraduate degree in Industrial Engineering at USC in California back in 2009.\nAfter running short term rental management companies for more than a decade, I started Extenteam, a staffing and proptech company that helps short term rental operators. We grew to a team of 430 people and more than 10MM ARR, but we also became complacent. We became stagnant. We focused on the wrong things and instead of executing we spent too much time strategizing.\nThe people we had were great people, but not the right people for the type of company I want Extenteam to be. Everything changed at our South of France offsite in October 2025.\nWe decided that while our dedicated team member unit remains relevant in the hospitality and real estate industry, the future of the short term rental industry will be shaped by AI and automation. This is where Tailwind comes in. \nOur mission is to help our existing client base of 300 property management companies become more efficient and automate their operational processes using our Tailwind platform.\nWe want a new team that has an ownership mindset, values execution, and takes pride in doing excellent work with urgency. If you are a person who pushes for automation, understands patterns in how people work, avoids solving problems by adding more headcount, and is committed to improving processes through data, we want to speak with you.\nThis role will report to the Head of Tailwind Operations. You will manage a team across different time zones and locations.\nRecord a short one minute video explaining why you want to be part of Extenteam.\nBelow are the standard parts of the job description.\nRole Overview\nTailwind is Extenteam’s automation and guest communication service built specifically for the short term rental industry. It helps property management companies streamline their operations by centralizing guest messaging, automating repeatable tasks, and improving response times across all communication channels. Tailwind reduces manual work and increases efficiency so operators can scale without adding unnecessary labor.\nThe Team Operations Lead plays a critical role in ensuring daily performance, operational consistency, and scalable systems. You will manage the frontline team, own scheduling and forecasting, and build a performance driven environment grounded in data, structure, and automation.\nKey Responsibilities\nDay to Day Team Operations\nOversee daily agent performance and ensure SLA compliance across all shifts.\nManage adherence, attendance, and scheduling for the 24/7 team.\nMaintain a weekly break schedule that balances coverage and team well being.\nHandle shift swaps and last minute coverage adjustments.\nVerify agent setup compliance including monitors, internet stability, and required tools.\nMaintain consistency across all shifts, teams, and time zones.\nIdentify operational patterns in workflows and use these insights to drive automation rather than solving issues through additional staffing.\n\nWorkforce Forecasting and Scheduling\nBuild schedules based on forecasted reservation and message volume.\nAnalyze volume trends using tools such as PowerBi to improve schedule efficiency.\nDevelop predictive staffing models that determine when new hires are actually needed and prevent overstaffing.\nCollaborate with engineering and automations to connect data sources and improve forecasting reliability.\nAdjust schedules proactively for seasonal peaks and partner onboarding activity.\nPerformance Visibility and Accountability\nOwn the Performance Management Framework including verbal, written, final warning, and PIP processes.\nImprove visibility of agent performance metrics through a live leaderboard.\nWork with the automation team to ensure accuracy of dashboards and remove manual processes.\nCreate bonus systems tied directly to performance data.\nDeliver weekly operational reports covering SLA, adherence, forecast accuracy, and automation opportunities.\nCollaboration and Leadership\nWork closely with the Head of Operations to build scalable operational systems.\nCoordinate with Partner Success to ensure service quality meets expectations.\nPromote a culture that values performance, transparency, and data driven decision making.\nLead the team by identifying their challenges, understanding how they work, and guiding them toward automation first solutions.\nWho You Are Required Experience:\nFive or more years of experience in service operations or hospitality.\nGeneralist profile with experience supporting international or fast growing companies.\nProven track record optimizing back office tasks and operational processes.\nAble to analyze how people work, understand workflow patterns, and identify challenges through data.\nSomeone who pushes teams to automate instead of adding people to solve operational bottlenecks.\nHighly tech savvy with hands on experience using workforce management and automation tools.\nStrong ownership mindset, urgency, and follow through.\nExperience managing multicultural and remote teams.Familiarity with AI driven routing, tagging, and performance analytics 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