Operations Lead — Guest Experience & Review Management

Best Life Vacations | Coachella Valley, CA (Hybrid/Remote)

About Best Life Vacations

Best Life Vacations (BLV) manages a portfolio of premium short-term rental properties across the Coachella Valley. We're a fast-moving, tech-forward operation — our team runs on a custom-built suite of internal tools (guest communication, review management, property coordination, and scheduling systems), and we're looking for someone who can think as sharply about process and data as they do about people.

About the Role

We're hiring an Operations Lead to own the guest review pipeline and bring rigor to day-to-day property operations. This is a role for someone who is naturally analytical and methodical — someone who sees a messy process and instinctively wants to map it, measure it, and fix it. You'll be the person who notices patterns across dozens of reviews, spots operational bottlenecks before they become guest complaints, and builds repeatable systems instead of one-off fixes.

What You'll Do

Own Airbnb (and other platform) review support — monitor incoming guest reviews, track response trends, flag recurring issues, and help shape a consistent, on-brand response strategy

Analyze review and guest feedback data to identify patterns across properties, seasons, and guest types; turn that analysis into clear, actionable recommendations

Bring structure to property operations — turnover timing, maintenance follow-through, vendor coordination, and guest issue resolution — with an eye for documenting and improving processes

Partner cross-functionally with property management, guest services, and tech teams to close the loop between guest feedback and operational changes

Track KPIs around review scores, response times, and guest satisfaction, and report on them clearly and regularly

Use and help refine internal software tools that support property management, guest communication, and reporting workflows

What We're Looking For

Extremely analytical, detail-oriented, and methodical — you default to structure, checklists, and data over gut feel

Property management or short-term rental / hospitality operations experience strongly preferred

Comfortable digging into review data, spreadsheets, and dashboards to find the story behind the numbers

Strong written communication — you can represent a brand's voice clearly and consistently in guest-facing responses

Self-directed and comfortable owning a workflow end-to-end, from data gathering to action

A plus: engineering, technical, or software background — familiarity with internal tools, automation, or a general comfort troubleshooting tech systems will set you apart

Ability to work on-site/hybrid in the Coachella Valley, CA

Performance Expectations

This is a standards-driven role. You'll be measured against clear, non-negotiable benchmarks — not vague "best effort":

Guest message response time: under 3 minutes during active shift hours

Review response turnaround: every review responded to within 24 hours of posting (same-day for anything flagged urgent or negative)

Escalation time: maintenance or guest issues flagged to the right team member within 15 minutes of identification

Reporting cadence: KPI/trend reports delivered weekly, on a consistent day/time, with no reminders needed

Accuracy: minimal rework — recurring errors or repeated corrections on the same issue are not acceptable

Documentation: every process fix or recurring issue gets written down so it doesn't have to be solved twice

If you thrive with loose deadlines and "get to it eventually," this isn't the right fit. If you get genuine satisfaction from hitting a number and beating it next week, you'll do well here.

Additional Hours Available

This role can flex beyond the core Operations Lead scope for the right person. Depending on your availability and interests, there's room to pick up additional paid hours in:

Property Management Assistance — guest messaging, overnight/on-call coverage, turnover coordination, and vendor follow-up across our Coachella Valley portfolio

Social Media Support — content scheduling, caption writing, or engagement work across our brand accounts

Tech/Engineering Support — light work inside our internal Lovable/Supabase-built app suite, for candidates with a technical background

If you're looking for more than a standalone part-time role, let us know in your application — we're actively building out hybrid positions that combine Operations/Review work with one of the above tracks.

Why Join BLV

Work inside a rapidly growing, entrepreneurial property management ecosystem

Direct access to leadership and real ownership over th