Remote Operations Lead

About the role

Via Luxury Rentals is a fast‑growing luxury short‑term rental management company based in Austin, TX. We are seeking a Remote Operations Lead located in South Africa to act as the central coordinator for our expanding portfolio of high‑end properties. You will work closely with the Head of Operations, CEO and COO to ensure flawless guest experiences and efficient vendor management.

Key responsibilities

• Serve as the “air traffic controller” for daily operations, aligning guests, owners, vendors, and internal teams.
• Maintain a 5‑10‑minute response SLA during working hours, taking decisive action on incoming requests.
• Monitor property readiness, cleaning schedules, arrivals, departures, and open guest issues.
• Resolve guest escalations quickly to protect brand reputation and reviews.
• Provide phone coverage for U.S. guests, owners, and vendors, handling calls that require immediate resolution.
• Develop and document SOPs and systems that will scale as the team grows.

Required profile

• Minimum 5 years of operations or management experience in hospitality, property management, or a related field.
• Proven ability to coordinate multiple stakeholders under tight deadlines.
• Strong judgment, accountability, and a proactive problem‑solving mindset.
• Excellent written and verbal communication skills in English.

Required skills

• Vendor relationship management
• Guest experience coordination
• Operational SOP development
• Rapid response and triage

What we offer

• Competitive full‑time salary
• Remote work flexibility
• Opportunity to shape operations for a rapidly scaling luxury brand
• Collaborative environment with direct access to senior leadership