This role is fully remote, we set a location because some job boards require it.

The Role

Kasa is seeking a Senior Operations Strategy Manager to join our Operations leadership team and drive outcomes that require working across multiple operations departments and beyond. The Senior Operations Strategy Manager will create new ways of understanding and addressing the most thorny analytical and operational challenges across Kasa’s 150+ person operations team and 70+ properties across the US, helping to achieve new levels of quality, sustain innovative new programs, and develop the scoreboards and repeatable processes for our team. This role’s success will not come through generating incremental improvements, but by securing true breakthroughs in the way that our operations team organizes, measures itself, and performs.

This role is fully remote with some travel to Kasa properties or our offices in San Francisco and New York City, and reports directly to the Vice President of Operations. The primary attributes for a qualified candidate are a track record of results delivered, an ability to motivate action from teams you may not directly manage, an infectious curiosity, and a comfort with both quantitative and qualitative methods of measuring a project’s success.

About the Team

Kasa Operations is responsible for everything it takes to successfully run our rapidly growing portfolio of apartments and hotels day by day and month by month. Every day, operations team members launch new Kasa units, welcome hundreds of new Kasa guests and support the stays of hundreds of existing guests, and coordinate and partner with our property owners and local partners to achieve desired financial, quality, and growth results. From our intrepid housekeeping partners, to our remote 24/7 guest experience team members, and our portfolio general managers, everybody in operations is committed to maximizing our guest and partner experiences and doing so in a collaborative and compassionate way.

Day in the life of a Kasa Senior Operations Strategy Manager

While no set of projects will look the same, your days and weeks as a Senior Operations Strategy Manager in Operations will involve a mix of new disciplines. On a hypothetical day, you might start your morning by checking in on a set of “Daily Scoreboards” you have created which track the progress of key operating metrics for the business as well as key results being pursued by your projects. You identify flags from these scoreboards (positive and negative) to deliver some praise and encouragement to project teams that are knocking it out of the park, and some productive feedback or motivation to teams who seem to be dragging.

You spend the next couple of hours refining a model you are building in partnership with the Supply Chain and Interior Design teams to more effectively predict the cost of furnishing new property common spaces based on early information that can be gleaned from site tours. Knowing this has been a thorny problem in the past due to a lack of data, you’ve gathered the information from ten previous deals and work to find common themes and build a more turnkey solution. You discover some correlations between investments Kasa has made in lobby lighting and early quality scores and flag this to the operating teams as a quick win while you work.

By mid-day, you meet with the VP of Operations and one of the Operations Directors to review a draft of a monthly performance review for a department. There were some meaningful performance misses by the department in the last month and you have done some interviews with members of the department as well as digging into the next level of data and spend time discussing 2-3 hypotheses you have for why the team has lagged. The three of you collectively brainstorm some operational changes to make to the teams’ weekly meetings plus a couple of investments to make to help improve performance this month.

In the afternoon, you are pulled into conversations with the LaunchOps team and one of Kasa’s operational portfolios to help determine staffing and handoffs for a particularly large and complicated property in the midst of launching. You are the one who built the financial models that determine how much we can afford to staff to this property as it ramps

You close the day with two coaching conversations with operational leaders, helping them to think through and structure key operational decisions they want to make. A manager in the guest experience team is weighing different options to improve linkages with the brand team and you help create a structured way to collect data together. And a General Manger for one of Kasa’s operating regions is looking to hire an entirely new job type and you help them to construct a loose ROI model so that they can build a stronger business case.

Experience

• You have 6+ years of experience in fast-paced strategic roles and organizations such as consulting, real estate investment, business operations in the technology industry, or at a comparable hospitality technology company
• You are data-driven, with the ability to interpret, structure/manipulate and analyze financial and non-financial data, whether in Excel, business intelligence tools like Looker, or financial reporting tools
• You're a self-starter that is able to identify problems, brainstorm solutions, scope and prioritize projects
• You are a clear and effective communicator with a track record of educating your colleagues about complex and unintuitive topics
• You like managing and executing complex initiatives from start to finish that align business goals with technology and operations solutions, and know how to work cross functionally to ensure that execution happens
• You are a team player, eager to roll up your sleeves, and aren't afraid of technical details. You've worked with task management platforms before and are excited about the opportunities to improve a business system and troubleshoot
• You have strong EQ and are able to generate deep empathy with operating team members which enables you to truly listen, collaborate and affect improvements needed, small and large
• You have the ability and willingness to travel as needed

Plus if...

• You've worked in the hospitality or property management industry at some point in your career
• You've worked in an operationally intensive environment that required strong process control to achieve outcomes
• You have managed small teams before and understand how to coach, motivate, and performance manage

In one year, you will succeed at Kasa by having:

• Developed a set of performance metrics, dashboards, and models that operations teams are using daily, weekly, and/or monthly to track their collective success or failure
• Significantly advanced the Operations organization’s sophistication pertaining to how it analyzes and utilizes financial and operating data as part of day to day work
• Overseen the launch of 3-5 major new programs, with at least 2-3 of them producing measurable results to Kasa’s most important metrics (guest quality, financial performance, growth scalability, and employee engagement) that you can tie back to your work
• Gained the trust of the broad operations team and other leaders around Kasa and become a respected leader and thought partner to the operations leadership team

Benefits

• 🌏 Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!
• ✈ Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a 50% discount on any nights for friends and family
• 📈 Generous Stock Option Plan: We believe the success of our business should be shared with our team. As you grow with us, we increase the opportunities for you to become part-owners of our company.
• 🙌 Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it's not disruptive to their work.
• 📱 Cell phone reimbursement: We reimburse a portion of your monthly cell phone bill to say thanks for using your personal phone during the work day.
• 📈 401(k) plan: As you invest in yourself and your future, Kasa invests in you too: we match 50% of the first 4% of deferred salary.
• 💰 Competitive Salary: We offer base salaries at or above market rates plus additional earning opportunities based on the position
• 🩺 Health Coverage: We've invested in comprehensive health insurance options to help when you need it most