Job Summary
The Chief Operating Officer (COO) at Axial Management is the senior executive responsible for the design, leadership, and continuous improvement of all operational functions across the company’s short-term rental portfolio. Reporting directly to the Founder, the COO serves as the operational backbone of the organization, translating strategic vision into measurable results and ensuring that every property, process, and team member performs at the highest standard. This role carries full operational authority across property management, guest experience, platform management, vendor relations, compliance, and team leadership. As Axial Management scales its portfolio, the COO is the architect of the operational infrastructure that makes sustainable growth possible.
Duties
Executive Operational Leadership
- Lead all operational functions of the company with full authority and accountability for performance outcomes.
- Serve as the primary operational decision-maker, escalating to the Founder strategic decision-making.
- Present executive-level operational reports to the Founder, including portfolio performance, team productivity, and risk assessments.
- Contribute to the company’s growth strategy by identifying operational opportunities for portfolio expansion and scalability.
Team Leadership & Organizational Development
- Supervise, develop, and evaluate the Property Coordinator, Cleaning Staff, Handyman, and all operational team members.
- Assign responsibilities, set performance standards, and foster a culture of accountability and service excellence.
Platform Management & Revenue Protection
- Oversee and optimize the company’s presence across all short-term rental platforms
- Maintain synced calendars and reservation accuracy across all platforms.
- Ensure consistency in pricing strategy, content, photos, and availability across all channels.
- Direct the management of disputes, refund strategy, and arbitration cases to protect platform standing and revenue.
- Monitor platform ratings and reviews; drive corrective actions to protect the company’s reputation and occupancy performance.
Operations, Crisis Management & Issue Resolution
- Direct all day-to-day operational activity across the portfolio of 30+ properties with full decision-making authority.
- Lead crisis response and guest recovery situations with sound judgment, speed, and professionalism.
- Plan and oversee property readiness for weekends, holidays, peak seasons, and high-demand periods.
Owner & Client Relations
- Serve as the executive point of contact for property owners and key clients.
- Lead the onboarding of new properties and property owners into the Axial Management portfolio.
Guest Experience
- Set and uphold the guest experience standards across the entire portfolio.
- Ensure consistent, high-quality guest communication throughout the full booking lifecycle.
- Monitor guest satisfaction metrics and feedback loops; drive continuous improvement in service delivery.
- Design and implement guest service training initiatives to build a hospitality-driven team culture.
Reporting & Internal Meetings
- Plan, lead, and facilitate weekly internal operational meetings.
- Track meeting agendas, capture key decisions and action items, and ensure follow-through across the team.
- Prepare and present executive-level weekly reports to the Founder, including KPIs: task completion rates, guest satisfaction scores, occupancy performance, and team productivity.
Documentation & Administrative Oversight
- Maintain organized, accurate digital documentation across all operational systems.
- Ensure compliance with regulatory requirements, permits, and licensing applicable to short-term rental properties in Puerto Rico.
- Provide operational guidance and administrative oversight to support leadership decision-making.
Qualifications
- Executive leadership with demonstrated ability to build, lead, and scale operational teams.
- Strategic thinking combined with strong execution capability and attention to operational detail.
- Proficiency in Excel/Google Sheets and internal coordination tools (e.g., Notion and others platforms).
- Crisis management and high-stakes problem-solving under pressure.
- Ability to design and implement scalable SOPs and operational systems from the ground up.
- Strong client relations and owner communication skills at an executive level.
- Hospitality mindset: deep commitment to guest satisfaction and service consistency.
- Data-driven: ability to analyze operational performance and translate insights into actionable decisions.
- Entrepreneurial spirit and comfort leading in a fast-paced, growing startup environment.
Experience
- Bachelor’s degree in business administration, Hospitality Management, Hotel & Tourism Management, or a related field; MBA or advanced degree preferred.
- Minimum 5-7 years of progressive experience in operations leadership, preferably in hospitality, short-term rentals, hotel management, or property management.
- Proven executive or senior leadership experience managing teams, vendors, and multi-property portfolios.
- Direct, hands-on experience with platforms in a professional setting, including dispute resolution, refund strategy, and platform reputation management.
Language: English and Spanish (Required)
Work Location: In person, San Juan, Puerto Rico
Work Location: In person
