Senior Operations Manager

Who you are

• You've built and improved operational systems in a fast-growing, multi-site business.
• You have some hospitality experience.
• You're a critical thinker who uses data to verify assumptions, and then moves quickly and decisively on these insights.
• You're hungry to work hard, and understand that operations is not always a 9-to-5.
• You are committed to regular Caribbean travel for work.
• You are skilled at communicating adaptively with stakeholders both in the field and at senior leadership level.
• You are excited to get your hands dirty as a key team member in our next period of rapid international growth.

What the job involves

• Own escalations from across the islands: triage them, resolve them, and get them handled at the right level
• Dig into why things go wrong and fix the cause, not the symptom
• Work with on-island leaders and our global contractor teams to raise standards and follow-through everywhere we operate
• Work closely with the COO to devise and implement multi-geography expansion and operating systems as we grow
• Get each new market operationally ready as it comes online, and mature the ones already running
• Keep our operational data and systems clean and consistent across our tools (CRM, Hostaway, Breezeway, Conduit and others)
• Build and document the Bocobay operating playbook: SOPs, escalation paths, and clean handoffs between on-island teams and our global pricing, guest communications and onboarding functions
• Give the COO a clear view of what's happening operationally, and flag risks early

Benefits

• Annual team trip to the Caribbean (potentially more, as required) 😎
• Equity options (EMI share option scheme)
• Work from anywhere for 2 weeks
• 25 days holiday + bank holidays
• Plus everything else you would expect (inspiring Victoria office, new Macbook, WFH Fridays etc)