Global Contact Center Operations Manager
About Us
We’re Extenteam, a dynamic company revolutionizing the short term vacation rental industry. Our proven business model has generated consistent revenue, and we are now expanding from a professional services model to a scalable tech-based subscription-first model.
As a scaling stage startup, we aim to grow our Monthly Recurring Revenue (MRR) to double our revenue by January 2026 by providing an AI assisted SaaS platform that works for all short term rental businesses regardless of their size.
Extenteam is on a mission to streamline and support vacation rental businesses by providing top-notch solutions, including guest communication and property management support.
We generate revenue through two primary streams:
- Dedicated Team Members: Providing trained overseas talent with a recurring premium model, replacing one-time recruitment fees.
- Tailwind - SaaS Platform: A guest communication Software blended with our shared services team, supporting smaller operators typically with less than 50 units - helping Extenteam increase profitability while growing our product market fit and expanding TAM and service levels.
Extenteam is a small but mighty team of 50 consisting of Sales, Partner Success, Marketing, HR & Recruiting, Engineering, Product and Admin (IT, Data etc). We are spread out across the world but we have hubs in Miami, LA, Medellin, and actively expanding into Europe. Our 50 people core team is supported by 400+ DTMs (dedicated team members) that are servicing our customers.
Our Values:
- Commitment to Excellence: Continuously raising the bar and setting new standards in guest communications and service delivery.
- Exceptional Collaboration: Thriving in a fast-paced, high-performance environment built on clear communication and teamwork.
- Unified Purpose: Aligning behind a shared mission to drive success with an intense focus. One shared consciousness.
- Data-Driven Decision-Making: Prioritizing data and results over emotions when making objective, professional decisions.
- Emphasis on Details: Details matter at every level. Leaders are expected to have a deep understanding of the specifics and adopt a hands-on management style.
Our Leadership Philosophy
Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb’s Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture.
To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this link. Understanding this mindset will provide valuable context for how we operate and what we value in our team members.
About the Role – Tailwind
You'll be joining our Tailwind 24 team, supporting smaller short-term rental operators with outstanding guest communication and property management services. Tailwind combines smart technology with real people to deliver 24/7 support — helping our partners provide an exceptional guest experience while growing their businesses. This role blends technology, customer service, and problem-solving in a fast-paced, remote environment.
Key Responsibilities:
Team Leadership & Workforce Management
- Develop and implement effective staffing models across multiple time zones to ensure optimal coverage
- Create, manage and optimize agent schedules to meet service level agreements
- Monitor attendance, adherence, and productivity metrics
- Provide leadership and direction to team supervisors and agents
Quality Assurance & Training
- Design and implement comprehensive quality assurance programs
- Conduct regular call/interaction monitoring and provide constructive feedback
- Develop and deliver training programs for new hires and ongoing skill development
- Identify skill gaps and create targeted coaching plans for performance improvement
Performance Management
- Establish clear, measurable KPIs for individual agents and team performance
- Monitor agent compliance with established metrics and service standards
- Conduct regular performance reviews, 1-1 sessions and create development plans
- Address performance issues through appropriate coaching and corrective action
Incentive & Accountability Systems
- Design and implement a balanced performance-based incentive structure
- Develop clear policies for addressing infractions and performance concerns
- Administer bonus programs and recognition initiatives to motivate team members
- Ensure consistent application of both rewards and disciplinary measures
Analytics & Process Optimization
- Analyze operational dashboards and performance reports to identify trends
- Recommend and implement process improvements to enhance efficiency
- Develop strategic plans to improve customer satisfaction and operational metrics
- Prepare and present performance reports to senior leadership
Policy & Process Documentation
- Create and maintain comprehensive policies and standard operating procedures
- Ensure documentation is up-to-date, accessible, and adhered to by all team members
- Standardize processes across all global locations
- Develop and implement best practices for contact center operations
Qualifications:
Required:
- Bachelor’s degree in Business Administration, Operations Management, or related field
- 5+ years of experience in contact center management
- Proven track record managing remote/global teams
- Strong background in quality assurance and agent coaching methodologies
- Experience with performance management systems and KPI development
- Excellent verbal and written communication skills
- Proficiency with contact center technology platforms and reporting tools
Preferred:
- Experience with multicultural team management
- Knowledge of BPO/shared services operations
- Experience with workforce management software
Personal Attributes:
- Strategic thinker with strong analytical skills
- Results-oriented with a focus on continuous improvement
- Excellent leadership abilities with a coaching mindset
- Cultural sensitivity and global perspective
- Adaptable to changing business needs and priorities
- Strong problem-solving and decision-making capabilities
Apply for this job
*
indicates a required field