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Senior Home Manager, Europe

London, England

About Pacaso:
Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. Our innovative co-ownership model is the easiest, smartest and most responsible way for people to experience the joy of a second home. We provide all the benefits of true ownership without the hassles through our simplified financial structure, easy and equitable scheduling, and dedicated local property management.Founded by former Zillow executives, Pacaso has facilitated over $1 billion in gross real estate transactions and service fees across more than 40 markets nationwide, as well as internationally in Paris, London, and Cabo.

We have been featured in The New York Times, Wall Street Journal, Fortune, Forbes, CNBC and more.Pacaso is a certified Great Place to Work and has received numerous accolades for its workplace culture. Fortune and Great Place To Work named Pacaso to the 2024 Best Workplaces in Real Estate list. In 2023, Pacaso was recognized as a Best Workplace in the Bay Area™, and in 2022, it ranked among the Best Medium Workplaces™, Best Workplaces for Real Estate™, and Best Workplaces for Millennials™. Additionally, Pacaso was ranked #6 on Glassdoor's 2022 list of Best Places to Work and was one of LinkedIn's top startups in 2022.

The Senior Home Manager, Europe will report into a North America-based Regional Director of Operations and dotted-line into our VP of Expansion, who is based in London. This role has incredible growth potential. You will be the senior-most operations leader on the ground in Europe, and for the right candidate, you could be fast-tracked into a regional leadership role. 

Responsibilities

 

  • Manage day-to-day operations for our growing European portfolio of homes, including vendor management and payments, asset management, operating budgets, and owner communications
  • Serve as the face of Pacaso and primary point of contact for owners in your market(s); deliver an incredible experience through exceptional home management and personalized service
  • Develop regional Home Management Playbook in partnership with cross-functional leaders; draft standard operating procedures that ensure European operations align with central standards for accounting, vendor management, housekeeping, customer support, and service
  • Partner closely with our Global Expansion team to identify growth opportunities and support Sales and Acquisitions initiatives across Europe; encourage referrals and lead generation by delivering an experience that owners rave about
  • Oversee physical onboarding of new homes in Europe; act as boots on the ground and collaborate with senior leaders across Acquisitions, Supply Chain/Design, Operations, Expansion, Sales, and Marketing to ensure homes are delivered on time, on budget, and on brand
  • Support Supply Chain/Design in identifying and managing key onboarding partners, including FF&E/OS&E, logistics and fulfillment, and installation
  • Manage written and verbal owner communications; provide articulate, proactive updates, respond with a sense of urgency, and maintain service standards with the utmost professionalism
  • Develop roster of exceptional partners; source all maintenance, housekeeping, and recurring vendors, negotiate terms, conduct QC, and hold partners to incredibly high standards
  • Manage property financials in partnership with Accounting and Operations; develop budgets and contain costs, review and approve accounts payable, produce quarterly statements, support capital planning, communicate financial information internally and externally, and facilitate owner votes 
  • Manage robust caseload and set the bar for best practices when it comes to prioritization, documentation, communication, and execution
  • Ensure homes are consistently stay-ready through onsite inspections, inventory restocks, cleaning assessments, and effective vendor management
  • Partner closely with Operations’ senior leadership team to inform strategies that shape our service model and drive profitability; lead regional pilots and drive innovation
  • Utilize and support implementation of Pacaso-integrated platforms and other tech systems to manage the health of your portfolio
  • Work closely with Acquisitions, Sales, Product, and Marketing to align on shared goals, build efficient cross-functional workflows, and provide owner-centric perspective and feedback

 

About you

 

  • 10+ years of experience in hospitality, service-driven property management, operations, or related field; startup experience in a field operations role strongly preferred
  • Strong experience managing property financials, including creation and management of annual budgets; experience working in property management or accounting software preferred
  • Service-oriented mindset and obsession with customer satisfaction
  • Ability to thrive in environments with high levels of ambiguity and shifting priorities; you’re a master problem-solver 
  • Ability to travel frequently; this role is based in London but you should expect monthly travel to homes across our European portfolio
  • Strong process / systems-oriented mindset; demonstrated experience developing SOPs, managing SLAs, creating structures and systems, launching new policies, and getting stakeholder alignment 
  • Exceptional written and verbal communication skills; you are able to communicate with colleagues, high net worth individuals, and vendors with equal levels of professionalism and efficacy
  • Robust project management experience and organizational skills; demonstrated experience building and managing complex project plans, gantt charts, and leading implementation efforts
  • Self-starter with a leader’s mindset; you see a problem, take charge of the situation, and are not afraid to bring people and resources together to get the job done
  • Team player and have a can-do, will-do attitude; you’re willing to help whenever needed
  • Tech-savvy and / or motivated to adopt new and emerging technologies
  • Technical aptitude with home systems (e.g., wifi, sound systems, televisions, smart home appliances) and basic handiness required
  • Have a high energy, positive, and professional attitude 
  • Flexibility in scheduling; this role will regularly need to work weekends
  • You currently reside in, or within commuting distance of London
  • Mutli-lingual (English, French, Italian)

 

You’ll love working at Pacaso because of our ...

  • Competitive salary and stock options.
  • Unlimited, flexible PTO for exempt employees.
  • Excellent medical, dental and vision insurance.
  • Sponsored memberships to One Medical, Ginger and Carrot.
  • 401(k) to help you save for the future.
  • Paid maternity and paternity leave.
  • Generous home office stipend and monthly cell phone reimbursement.
  • Quarterly remote team building events and L&D opportunities.

Pacaso encourages applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities.     

 

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