Operations Lead

OPERATIONS LEAD

Business: RPM Nigeria & RPM International
Department: Operations
Reports to: Chief Operating Officer (COO)
Experience: Minimum 5 years

ABOUT RPM

RPM (Rental Property Max) is a growing property and short-term rental business with operations across Nigeria and the United Kingdom, focused on building and managing a growing portfolio of rental and short-stay properties.

RPM operates across the property lifecycle, from property acquisition and onboarding through marketing, guest experience, property operations, and performance management. The business combines property management with technology, marketing, and operational systems to maximise the performance of its portfolio and deliver a consistent experience for property owners and guests.

As RPM continues to expand its portfolio and operations across Nigeria and the UK, we are looking for an experienced operations professional who can help strengthen the way the business operates, support growth, and build scalable systems for the next stage of the company's development.

RPM's existing model spans short-term rentals, property management, property acquisition, customer service, marketing, and administration, making this a cross-functional role with direct exposure to multiple areas of the business.

ROLE OVERVIEW

We are seeking an experienced Operations Lead to oversee the operational performance and growth of RPM Nigeria and RPM International.

The role will provide leadership across key business functions including Customer Service, Property Acquisition, Marketing, and Administration, ensuring that these functions operate cohesively and contribute effectively to the wider business objectives.

The Operations Lead will work directly with the COO to drive business operations, performance management, reporting, and growth initiatives across RPM.

The ideal candidate will have proven experience within short-term rentals, Airbnb operations, property management, or hospitality, combined with strong commercial, analytical, operational, and technology capabilities.

This is a hands-on leadership position for someone who can build structure, improve systems, use data to drive decisions, and translate business objectives into measurable execution.

KEY RESPONSIBILITIES

1. BUSINESS OPERATIONS

• Oversee day-to-day operations across RPM Nigeria and RPM International.
• Provide operational leadership across Customer Service, Property Acquisition, Marketing, and Administration.
• Ensure effective coordination between departments and alignment with business priorities.
• Establish and improve operational workflows, processes, and systems.
• Develop and implement SOPs that support consistency, efficiency, accountability, and scalability.
• Identify opportunities to improve operational efficiency, service delivery, and resource utilisation.
• Ensure operational activities are properly planned, coordinated, and executed.
• Work closely with departmental leads to ensure priorities and deliverables are achieved.
• Support the COO in implementing key operational and business initiatives.

2. PERFORMANCE MANAGEMENT

• Establish and monitor relevant KPIs across RPM's operational functions.
• Track departmental performance against agreed targets and objectives.
• Monitor the performance of Customer Service Representatives, Property Acquisition, Marketing, and Administration.
• Identify performance trends and develop appropriate improvement initiatives.
• Establish clear performance expectations and accountability structures.
• Review operational and commercial performance regularly and provide recommendations to management.
• Ensure teams remain aligned with organisational objectives and performance expectations.

3. BUSINESS REPORTING & ANALYTICS

• Develop and maintain structured operational and performance reports for the COO.
• Consolidate business data across departments and translate it into actionable insights.
• Monitor key indicators including revenue, occupancy, property acquisition, customer service performance, marketing performance, and operational efficiency.
• Develop dashboards and reporting systems that provide management with clear visibility into business performance.
• Analyse trends, identify opportunities, and highlight areas requiring management attention.
• Provide data-driven recommendations to support operational and commercial decision-making.
• Ensure reporting is accurate, timely, and relevant to business priorities.

4. BUSINESS GROWTH

• Support the COO in developing and executing initiatives focused on business growth.
• Identify opportunities to increase revenue, property acquisition, occupancy, customer retention, and overall business performance.
• Work with Marketing and Property Acquisition to support growth and expansion initiatives.
• Identify opportunities to improve the commercial performance of existing properties and services.
• Support the development of new operational initiatives, partnerships, and revenue opportunities.
• Monitor the commercial impact of operational activities and recommend improvements where required.
• Ensure growth initiatives are translated into clear execution plans and measurable outcomes.

TECHNOLOGY, SYSTEMS & SOPs

• Build, implement, and continuously improve operational systems across RPM.
• Develop practical SOPs and working processes for key operational functions.
• Identify opportunities to automate manual and repetitive processes.
• Introduce technology solutions that improve productivity, reporting, communication, and operational visibility.
• Leverage relevant AI tools, automation platforms, property-management systems, CRM tools, project-management platforms, and business intelligence tools to improve operations.
• Evaluate existing systems and recommend improvements based on business requirements.
• Ensure new systems and processes are properly implemented and adopted across relevant teams.
• Stay current with emerging technologies and identify practical applications that can improve business performance.

SHORT-TERM RENTAL / PROPERTY OPERATIONS

The successful candidate must have practical experience within short-term rentals, Airbnb operations, property management, or hospitality.

They should have a strong understanding of:

• Short-term rental operations.
• Airbnb and other booking platforms.
• Property acquisition and onboarding.
• Guest/customer experience.
• Property performance and occupancy.
• Revenue and booking performance.
• Property maintenance and vendor coordination.
• Listing management and optimisation.
• Guest communication and issue resolution.
• Property management systems and operational workflows.

CANDIDATE REQUIREMENTS

• Minimum 5 years of relevant professional experience in operations, property management, short-term rentals, hospitality, business operations, or a related field.
• Proven experience in short-term rentals, Airbnb operations, property management, or hospitality.
• Experience overseeing or coordinating multiple business functions.
• Demonstrable experience in performance management and business reporting.
• Strong experience developing and implementing operational systems and SOPs.
• Strong commercial and business-growth understanding.
• Strong analytical and problem-solving capabilities.
• Strong technology and digital-tool proficiency.
• Practical knowledge of AI, automation, and modern business technologies.
• Strong communication and stakeholder-management skills.
• Ability to manage multiple priorities and drive execution.
• Ability to work directly with senior management and translate business objectives into operational actions.

THE IDEAL CANDIDATE

The ideal candidate is:

• Commercially minded
• Tech-savvy
• Analytical
• Highly organised
• Forward-thinking
• Strong in execution
• Process-oriented
• Data-driven
• Proactive
• Strong in stakeholder management
• Comfortable leading across multiple functions
• Experienced in short-term rental/property operations

The candidate should be able to operate at both strategic and execution levels — understanding the wider business objective while ensuring that the operational details required to achieve it are properly managed.

SUCCESS IN THIS ROLE

Performance in the role will be measured through:

• Operational efficiency and execution.
• Performance across key RPM functions.
• Revenue and business growth.
• Property acquisition and portfolio growth.
• Occupancy and property performance.
• Customer service performance.
• Quality and accuracy of management reporting.
• Implementation and adoption of operational systems and SOPs.
• Effective use of technology and automation.
• Improved coordination and performance across RPM.

EQUAL OPPORTUNITY

We welcome applications from qualified candidates regardless of race, ethnicity, gender, religion, age, disability, nationality, or background.

Selection will be based on experience, skills, qualifications, operational capability, and suitability for the role.

Job Type: Full-time

Application Question(s):

• Do you have at least 5 years of professional experience in Operations, Property Management, Short-Term Rentals, Airbnb Operations, Hospitality, or a related field?
• Have you managed or coordinated multiple business functions such as Customer Service, Property Acquisition, Marketing, and Administration?
• This is a fully onsite role. Are you willing and able to work onsite on a full-time basis?
• Do you have direct professional experience in short-term rentals, Airbnb operations, property management, or hospitality?
• What is your expected monthly net salary (take-home pay)?

Please provide your expected range in Nigerian Naira (₦).

Work Location: In person