Head of Shared Services Operations (Miami, FL)

Full-Time | Miami-based, in-office 4 days per week in Miami

About the Role

Extenteam provides guest communication and operational support for short-term rental property managers across 80,000+ properties, with AI-assisted workflows and human-in-the-loop oversight.

The Head of Shared Services Operations owns the systems, structures, and economics that make our service operation run well and scale profitably. You own whether the operational metrics are achievable, why they're moving the way they are, and what to change in the system when they aren't where they should be.

The Core of the Job

When an agent escalates a ticket, you don't ask "why did the agent escalate this?" - you ask "why did the system produce this escalation? What's broken upstream?"

When AI misclassifies a ticket, you find the pattern and fix the prompt or the rule. When SLAs miss on a property type, you find out whether it's a knowledge gap, a routing problem, an SOP gap, an unclear listing, or a partner contract ambiguity - and you fix the actual cause. When clients give you bad data or unclear SOPs, you push back with specifics: "your listing says X, guests keep asking us Y, here's what you need to change."

What You'll Own

Service diagnostics. Root-cause analysis on escalations, AI misclassifications, SLA misses, and workflow friction. Find the upstream cause, fix it, measure that it worked

AI performance. Drive Autopilot AI false-negative rate toward zero. Own prompt design, routing rules, human-in-loop governance

Knowledge base and SOPs. Clean source of truth with named owners per partner. You write the runbooks personally, not just review what others draft

Unit economics. Cost-per-property model and gross margin trajectory as the book scales

Workforce model. Capacity planning and staffing economics for a 24/7 multi-time-zone operation

Revenue programs. New service categories, upsell systems, partner-facing offerings that scale without proportional headcount

Who You Are

Required

5+ years in operations leadership at a tech-enabled service business

Deep analytical instincts. You spot when a number doesn't make sense before you decide what to do about it

Track record of root-cause analysis. Examples where you found why a service operation was producing wrong outcomes and fixed the upstream cause

Tech-savvy and hands-on. You personally interrogate dashboards, ticketing systems, AI reports

AI deployment in a live service operation , including how to diagnose and fix what AI gets wrong

Hands-on experience designing workflows, knowledge bases, decision trees, and SOPs with Product and Engineering

Strong client-facing skill - comfortable telling enterprise clients what they need to change, with data to back it

Miami-based or willing to relocate. In-office role

Preferred

Short-term rental, hospitality, or property management operations experience

SaaS or tech-platform business going through a services-to-product transformation

Former consultant (McKinsey, Bain, BCG, Deloitte) or startup operator who owned a CX or service operation account

Key Attributes

Diagnostician - Look at outcomes, find causes

Pattern-Spotter - Anomalies jump out at you

Tech-Savvy - Set up your own tools, work in unfamiliar systems without hand-holding

Automation-First - Systems before people

Diplomatically Direct with Clients - Tell clients what they need to hear, with data

Lead by Design - Build systems that discover the future, not just execute today's plan

This Is Not a Good Place for You If

You want to spend most of your time on agent 1-on-1s and people management

You need IT to set up your tools or want step-by-step documentation

You wait for direction instead of taking it

Why Join Extenteam

Shape Shared Services into a profit center and own the operating side of our services-to-AI transformation

Report to the Head of Operations; collaborate directly with the founder and leadership team

Miami-based, in-office 4 days per week in Miami

Interview Process

Founder intro (30 min)

Hiring manager interview with Head of Operations (60 min)

Take-home: real Extenteam data, find the anomalies, tell us what to do about them

Team interviews

References and offer

2-3 weeks total.