Extenteam
HeadofSharedServicesOperations
Neural analysis suggests this role is
optimal for Senior candidates.
“Head of Shared Services Operations at Extenteam. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, Service diagnostics, Root-cause analysis, AI performance, prompt design, routing rules, human-in-loop governance, Knowledge base and SOPs, Unit economics, Workforce model, Revenue programs. Owns the systems, structures, and economics that make our service operation run well and scale profitably. ”
Industry & Context.
Deep analytical instincts; Track record of root-cause analysis; Service diagnostics; Root-cause analysis on escalations, AI misclassifications, SLA misses, and workflow friction; Find the upstream cause, fix it, measure that it worked; Diagnostician - Look at outcomes, find causes; Pattern-Spotter - Anomalies jump out at you
What They're Looking For.
Must Have
5+ years in operations leadership at a tech-enabled service business, Deep analytical instincts, Track record of root-cause analysis, Tech-savvy and hands-on, 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, client-facing skill - comfortable telling enterprise clients what they need to change, with data to back it, Miami-based or willing to relocate
Nice to Have
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
What You'll Do.
and economics that make our service operation run well and scale profitably
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
Find the upstream cause
measure that it worked
Drive Autopilot AI false-negative rate toward zero
human-in-loop governance
Clean source of truth with named owners per partner
Write the runbooks personally
Cost-per-property model and gross margin trajectory as the book scales
Capacity planning and staffing economics for a 24/7 multi-time-zone operation
New service categories
partner-facing offerings that scale without proportional headcount
How You'll Work.
Team & Collaboration
cross-functional coordination; collaborate directly with the founder and leadership team
Communication Scope
client-facing skill - comfortable telling enterprise clients what they need to change, with data to back it; Diplomatically Direct with Clients - Tell clients what they need to hear, with data
Full Job Description
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 oper
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