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. 

Position Summary

We are seeking a Global Contact Center Operations Manager to lead our 24/7 frontline support team of over 20 agents across the Philippines, Colombia, India. This role is both strategic and operational, focusing on performance, team accountability, analytics, hiring, and training.
This position must be based in the US or Canada. Southern Florida is preferred.
Short-term vacation rental experience is preferred.

Key Responsibilities

Workforce and Scheduling

• Own and continuously refine shift planning and workforce allocation across global time zones
• Regularly analyze volume trends using Power BI and other tools to drive scheduling decisions
• Identify hiring triggers from volume patterns and build systems to scale headcount proactively
• Regularly update blackout periods for breaks based on real-time demand
• Monitor shift adherence, attendance, and coverage gaps using tools

Performance Management and Accountability

• Build a high-accountability culture with clear standards, performance scorecards, and fair consequences
• Tie performance management directly to issues raised by customers, investigate root causes, and coach accordingly
• Identify whether problems stem from human error, technical limitations, or process breakdowns
• Run regular one-on-ones and coaching sessions
• Lead performance escalations with a documented and consistent approach
• Design and administer bonus and incentive programs

Hiring, Training, and LMS Ownership

• Forecast hiring needs and manage recruitment across global markets
• Build and maintain a scalable training program including LMS content, product walkthroughs, simulations, and updates
• Own onboarding and continuous education for all support roles

Analytics and Feedback

• Use data tools (Power BI & Aircall) to monitor first response time, AHT, missed contacts, and workload balance
• Identify root causes of recurring issues and provide direct, targeted feedback to team members
• Escalate systemic issues to appropriate departments
• Work closely with other departments to align team performance with customer experience

Knowledge Base Ownership

• Create SOPs and enforce accountability for agent-specific KB content
• Ensure timely updates and audits for usability and accuracy

Technology and Tools

• Partner with IT to standardize hardware and workstation setups
• Stay current with AI tools that enhance routing, tagging, triage, or analytics

What Success Looks Like

• Every shift is covered without blind spots or downtime
• Missed calls are minimized, AHT is reduced, and trends improve week over week and month over month
• First response time improves without sacrificing quality
• Team members know what great performance looks like and are measured, reviewed, and recognized accordingly

Required Qualifications

• Bachelor’s degree in Business, Operations, or a related field
• 5+ years of contact center leadership experience with at least 20 direct reports
• Experience creating training programs, performance systems, and incentives
• Highly tech-savvy
• Ability to independently conduct deep analysis and propose actionable improvements
• Self-starter with high ownership, urgency, and follow-through
• Excellent written and verbal communication
• Must be located in the US or Canada (Southern Florida preferred)

Preferred Qualifications

• Experience in short-term vacation rental or hospitality industries\
• Experience managing multicultural, global teams