Roofstock
Team Lead, Hospitality Operations
Roofstock, Charleston, South Carolina, United States, 29408
Charleston, South Carolina, United States
What we do and why we do it As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to reinvent the rental housing ecosystem for the benefit of all. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.
How it’s going (and growing) With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of
Stessa
(financial and asset management software),
RentPrep
(tenant screening and placement service for landlords), and
Mynd
(property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in
Casago
(short-term rental management services), expanding our platform to support both long-term and short-term rental investment services.
We are entrepreneurs → Launch a startup within a startup
We are better together → Work across functions & business units to do it fast and well
We focus on impact → Build a profitable business unit with satisfied owners, teammates, and guests
We think like investors → Enhance owners’ and Roofstock’s ROI
About the Team Roofstock’s STR team has the opportunity to build and shape an entirely new business unit together. The team is obsessed with people, in particular our owners, our guests, and our teammates. We extend our hospitality to everyone around us, there’s no such thing as “not my job,” and we celebrate our wins together. We plan to expand within our current markets as well as to roll out new markets in the years to come. Much like a startup business, things are fast‑paced, intense, and exhilarating. And when the team wins, we all win.
About the Role As the Team Lead, Hospitality Operations, you will serve as the day-to-day operational leader of your zone (~100–120 homes). Reporting to the General Manager, you’ll manage a team of Hospitality Operations Managers and Hospitality Coordinators to deliver a five-star guest experience, maintain homeowner satisfaction, and execute key operating standards.
This is a hands‑on leadership role for someone who thrives in field operations, enjoys mentoring others, and knows how to drive performance without needing full ownership of sales or pricing strategy. Think of it as a mini‑GM role with less direct financial responsibility and more operational execution.
Responsibilities
Manage all hospitality operations within your zone, overseeing 2–3 Hospitality Ops Managers and a team of Coordinators
Directly own the relationship with owners for a subset of the homes in your zone, acting as those owners’ Hospitality Operations Manager directly; the number of homes you are directly responsible for will depend on zone dynamics, but the expectation is you would own a similar number of homes as your Hospitality Operations Managers do
Set your team’s schedule within your zone to best support guests and owners in a sustainable way for the team
Ensure homes across your zone are consistently functional, clean, and stocked (FCS)
Lead the team to deliver exceptional guest experiences and prompt resolution of in‑stay issues
Monitor and improve field team productivity, task completion, and inspection coverage
Uphold standards for cleanliness, maintenance reporting, guest gifts, and hospitality touches
Ensure timely and accurate supply stocking across homes in your portfolio
Partner with the General Manager and central teams to align execution with market strategy and collaborate closely in‑market with other zones and shared teams
Act as an escalation point for owner or guest concerns not resolved at the coordinator/manager level
Provide coaching and development to team members and support performance reviews
Track and report on operational KPIs including review scores, churn risk, and supply usage
Other duties as assigned
Qualifications
5+ years in hospitality, operations, or property management
Experience leading frontline or field teams in high‑volume, service‑focused environments
Strong organizational and leadership skills
Comfortable using mobile tools and task management platforms
Attention to detail and commitment to brand standards
Calm under pressure and responsive in the face of guest or owner escalations
Valid driver’s license and reliable transportation required
Work Environment & Physical Demands
Frequent travel within market required
Availability to frequently work weekends, holidays, early mornings, and evenings (with 2 days off each week)
Generous PTO Policy
12 Paid Holidays
401k Program
Wellness and home office/cell phone subsidies
Robust health, dental, vision insurance, and more
Must be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1‑B Visas at this time.
Any offer of employment is conditioned upon the successful completion of a background investigation.
Commitment to Equal Employment Opportunity The company provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, sex, gender, gender expression, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, marital status, sexual orientation, military or veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training and social, and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
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What we do and why we do it As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to reinvent the rental housing ecosystem for the benefit of all. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.
How it’s going (and growing) With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of
Stessa
(financial and asset management software),
RentPrep
(tenant screening and placement service for landlords), and
Mynd
(property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in
Casago
(short-term rental management services), expanding our platform to support both long-term and short-term rental investment services.
We are entrepreneurs → Launch a startup within a startup
We are better together → Work across functions & business units to do it fast and well
We focus on impact → Build a profitable business unit with satisfied owners, teammates, and guests
We think like investors → Enhance owners’ and Roofstock’s ROI
About the Team Roofstock’s STR team has the opportunity to build and shape an entirely new business unit together. The team is obsessed with people, in particular our owners, our guests, and our teammates. We extend our hospitality to everyone around us, there’s no such thing as “not my job,” and we celebrate our wins together. We plan to expand within our current markets as well as to roll out new markets in the years to come. Much like a startup business, things are fast‑paced, intense, and exhilarating. And when the team wins, we all win.
About the Role As the Team Lead, Hospitality Operations, you will serve as the day-to-day operational leader of your zone (~100–120 homes). Reporting to the General Manager, you’ll manage a team of Hospitality Operations Managers and Hospitality Coordinators to deliver a five-star guest experience, maintain homeowner satisfaction, and execute key operating standards.
This is a hands‑on leadership role for someone who thrives in field operations, enjoys mentoring others, and knows how to drive performance without needing full ownership of sales or pricing strategy. Think of it as a mini‑GM role with less direct financial responsibility and more operational execution.
Responsibilities
Manage all hospitality operations within your zone, overseeing 2–3 Hospitality Ops Managers and a team of Coordinators
Directly own the relationship with owners for a subset of the homes in your zone, acting as those owners’ Hospitality Operations Manager directly; the number of homes you are directly responsible for will depend on zone dynamics, but the expectation is you would own a similar number of homes as your Hospitality Operations Managers do
Set your team’s schedule within your zone to best support guests and owners in a sustainable way for the team
Ensure homes across your zone are consistently functional, clean, and stocked (FCS)
Lead the team to deliver exceptional guest experiences and prompt resolution of in‑stay issues
Monitor and improve field team productivity, task completion, and inspection coverage
Uphold standards for cleanliness, maintenance reporting, guest gifts, and hospitality touches
Ensure timely and accurate supply stocking across homes in your portfolio
Partner with the General Manager and central teams to align execution with market strategy and collaborate closely in‑market with other zones and shared teams
Act as an escalation point for owner or guest concerns not resolved at the coordinator/manager level
Provide coaching and development to team members and support performance reviews
Track and report on operational KPIs including review scores, churn risk, and supply usage
Other duties as assigned
Qualifications
5+ years in hospitality, operations, or property management
Experience leading frontline or field teams in high‑volume, service‑focused environments
Strong organizational and leadership skills
Comfortable using mobile tools and task management platforms
Attention to detail and commitment to brand standards
Calm under pressure and responsive in the face of guest or owner escalations
Valid driver’s license and reliable transportation required
Work Environment & Physical Demands
Frequent travel within market required
Availability to frequently work weekends, holidays, early mornings, and evenings (with 2 days off each week)
Generous PTO Policy
12 Paid Holidays
401k Program
Wellness and home office/cell phone subsidies
Robust health, dental, vision insurance, and more
Must be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1‑B Visas at this time.
Any offer of employment is conditioned upon the successful completion of a background investigation.
Commitment to Equal Employment Opportunity The company provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, sex, gender, gender expression, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, marital status, sexual orientation, military or veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training and social, and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
#J-18808-Ljbffr