Associate Director, Guest Services

permanent

Fully Remote

Only accepting applications from: United States

Champion a hospitality-driven, guest-first culture.
Institute systems and processes that influence regional operations while enabling centralized agility.
Build a scalable, real-time service function capable of flexing with guest demand and delivering consistently excellent experiences.
Guide teams in solving complex property challenges with creativity and resilience.
Drive accountability for performance metrics while developing new analytical capabilities.
Partner with Product, Operations, and Revenue to improve guest experiences and internal systems.
Identify and implement AI, automation, and advanced CRM solutions.
Model and reinforce company values: Seek the Root Cause and Fearless Feedback.
Develop managers into high-performing leaders.

Experience

8+ years of leadership experience in hospitality, guest service, or operations.
Experience managing senior managers and overseeing distributed or international teams of 30+ team members.
Proven success in managing contracted labor and virtual service teams.
Experience managing or partnering with Trust and Safety functions.
Strong data fluency: building and interpreting dashboards in Looker or similar BI tools.
Expertise with CRM platforms such as Kustomer or Gladly.
Demonstrated success driving improvements in guest satisfaction, service quality, and operational efficiency.
Experience partnering with Product, Operations, and Revenue.

Remote Work with flexibility.
Kasa Travel Credit with allowances for free stays and discounts for friends and family.
Generous Stock Option Plan.
Flexible PTO for full-time exempt employees.
401(k) Plan with a generous contribution match.
Comprehensive health insurance options.
Wi-Fi stipend and cell-phone perks for qualifying roles.