Job description
Who we are
Portoro is a branded, tech-enabled property management company for premium vacation rental homes in top-tier leisure destinations. Portoro curates a select network of large, premium vacation homes that provide guests with more consistency in quality and service, yet more diversity in experiences. We are raising the bar for the $100+ billion growing STR industry.
What we are looking for
Portoro is seeking a seasoned Program Manager to join the Operations team in a leadership capacity. In this role, you will drive critical business functions by analyzing root causes, developing aligned solutions, executing a prioritized roadmap of initiatives, and balancing individual contributions with overseeing the work of others. You will manage a team of several remote managers, providing mentorship and guidance while ensuring the team delivers impactful outcomes. As the ideal candidate, you have led cross-functional efforts, coached others to success, and are eager to take on responsibilities such as hiring, performance management, and professional development.
You have a proven track record of transforming functions into well-oiled machines. You excel in designing and implementing streamlined processes from the ground up and are adept at developing effective workflows, processes, and technological automations. You thrive in dynamic settings, capable of both big-picture thinking and detailed execution, with razor-sharp prioritization skills to ensure we are focused on the highest-impact opportunities at all times. Your passion for improving operational efficiency is matched by your commitment to achieving ambitious goals. You are an outstanding communicator, able to influence stakeholders at all levels and drive results through collaboration and innovation.
What you’ll do
- Directly manage several managers, providing coaching, direction, and accountability while maintaining your own individual contributions
- Drive initiatives from end-to-end by collaborating closely with Leadership as well as stakeholders across Sales, Product, Revenue Management, Finance, and other groups
- Deeply embed yourself in customer-facing teams to become an expert in their current workflows, tooling, automation, and data collection to develop a clear assessment of their efficacy
- Establish, develop, and/or improve customer-facing functions within our post-sales go-to-market strategy to better serve our customers
- Synthesize quantitative and qualitative data to unearth root causes from which you will identify and lead critical operational projects for our teams to achieve excellent outcomes
- Develop and execute strategies to enhance customer acquisition, onboarding, retention, value expansion, and satisfaction
- Create and implement new workflows, SOPs, reporting, automations, and tech/tooling solutions for customers and internal teams directly impacting their effectiveness
- Use data to make informed resource allocation decisions, determining high-impact short-term projects while continuing to keep sight of and progress toward our longer-term goals and objectives
What you’ll bring
- A minimum of 5 years of operations or program management experience in a high-growth environment, consulting, or business operations. Prior exposure to customer-facing teams and Vacation Rental businesses is highly preferred
- Previous experience leading initiatives and driving cross-functional outcomes, with some exposure to people management in a project or coaching capacity
- Deep understanding of customer needs and a commitment to delivering exceptional customer experiences
- Metrics-driven and results-oriented, constantly striving to exceed targets and deliver exceptional customer experiences
- Analytical mindset and fluency with numbers, transforming data into actionable insights using advanced Excel/Google Sheets skills such as pivot tables and lookups
- A creative problem solver, adept at removing obstacles and finding solutions to key business challenges
- Exceptional stakeholder and project management skills, effectively influencing and managing expectations with senior management and cross-functional teams
- Outstanding verbal and written communication skills, with the ability to influence business decisions
- Experience with business insights, data visualization, and dashboarding tools such as Tableau, Sigma is a plus
- Passion for leadership and developing talent, with the ability to build a strong, engaged, and high-performing team
Perks and Benefits
- Health, Dental, and Vision Benefits
- Unlimited Paid Time Off
- Regular company retreats and offsite meetings
- Work-from-home flexibility
- Company stock options
