Senior Home Manager, Europe

The Senior Home Manager, Europe will report into a North America-based Regional Director of Operations and dotted-line into our VP of Expansion, who is based in London. This role has incredible growth potential. You will be the senior-most operations leader on the ground in Europe, and for the right candidate, you could be fast-tracked into a regional leadership role. 

Responsibilities

• Manage day-to-day operations for our growing European portfolio of homes, including vendor management and payments, asset management, operating budgets, and owner communications
• Serve as the face of Pacaso and primary point of contact for owners in your market(s); deliver an incredible experience through exceptional home management and personalized service
• Develop regional Home Management Playbook in partnership with cross-functional leaders; draft standard operating procedures that ensure European operations align with central standards for accounting, vendor management, housekeeping, customer support, and service
• Partner closely with our Global Expansion team to identify growth opportunities and support Sales and Acquisitions initiatives across Europe; encourage referrals and lead generation by delivering an experience that owners rave about
• Oversee physical onboarding of new homes in Europe; act as boots on the ground and collaborate with senior leaders across Acquisitions, Supply Chain/Design, Operations, Expansion, Sales, and Marketing to ensure homes are delivered on time, on budget, and on brand
• Support Supply Chain/Design in identifying and managing key onboarding partners, including FF&E/OS&E, logistics and fulfillment, and installation
• Manage written and verbal owner communications; provide articulate, proactive updates, respond with a sense of urgency, and maintain service standards with the utmost professionalism

• Develop roster of exceptional partners; source all maintenance, housekeeping, and recurring vendors, negotiate terms, conduct QC, and hold partners to incredibly high standards
• Manage property financials in partnership with Accounting and Operations; develop budgets and contain costs, review and approve accounts payable, produce quarterly statements, support capital planning, communicate financial information internally and externally, and facilitate owner votes 
• Manage robust caseload and set the bar for best practices when it comes to prioritization, documentation, communication, and execution

• Ensure homes are consistently stay-ready through onsite inspections, inventory restocks, cleaning assessments, and effective vendor management

• Partner closely with Operations’ senior leadership team to inform strategies that shape our service model and drive profitability; lead regional pilots and drive innovation

• Utilize and support implementation of Pacaso-integrated platforms and other tech systems to manage the health of your portfolio
• Work closely with Acquisitions, Sales, Product, and Marketing to align on shared goals, build efficient cross-functional workflows, and provide owner-centric perspective and feedback

About you

• 10+ years of experience in hospitality, service-driven property management, operations, or related field; startup experience in a field operations role strongly preferred
• Strong experience managing property financials, including creation and management of annual budgets; experience working in property management or accounting software preferred
• Service-oriented mindset and obsession with customer satisfaction
• Ability to thrive in environments with high levels of ambiguity and shifting priorities; you’re a master problem-solver 
• Ability to travel frequently; this role is based in London but you should expect monthly travel to homes across our European portfolio
• Strong process / systems-oriented mindset; demonstrated experience developing SOPs, managing SLAs, creating structures and systems, launching new policies, and getting stakeholder alignment 
• Exceptional written and verbal communication skills; you are able to communicate with colleagues, high net worth individuals, and vendors with equal levels of professionalism and efficacy
• Robust project management experience and organizational skills; demonstrated experience building and managing complex project plans, gantt charts, and leading implementation efforts
• Self-starter with a leader’s mindset; you see a problem, take charge of the situation, and are not afraid to bring people and resources together to get the job done
• Team player and have a can-do, will-do attitude; you’re willing to help whenever needed
• Tech-savvy and / or motivated to adopt new and emerging technologies
• Technical aptitude with home systems (e.g., wifi, sound systems, televisions, smart home appliances) and basic handiness required
• Have a high energy, positive, and professional attitude 
• Flexibility in scheduling; this role will regularly need to work weekends
• You currently reside in, or within commuting distance of London
• Mutli-lingual (English, French, Italian)