Home and Maintenance Manager, Jackson Hole

About this Role:

The Home Manager will provide owner services and engage our owners throughout their ownership journey from initial onboarding, home orientation, stay readiness, stay support and service requests. 

As part of our in-region service team you will support owners through regular proactive communication and be responsive when needs arise.  You will ensure delivery of our service promise in that homes are clean and well maintained consistently for every stay.  You will be the local liaison with owners, neighbors, local vendors and partners to help fulfill our mission of enriching lives by making homeownership possible and enjoyable for more people.

Please Note: To be considered for this role, you must be a resident, or within close commuting distance of Jackson, Wyoming. 

What You’ll Do:

• Ensure ultimate owner satisfaction with their Pacaso home and experience, including delivering of our service promise of a consistently clean and well-maintained home.
• Serve as primary Point-of-Contact for Homeowners in Jackson
• Be the expert of every Pacaso home in your portfolio
• Create home manuals explaining the functionality and features of the homes to Owners
• Proactively keep owners updated on the status of their work orders and requests as well as any upgrades and maintenance planned for the home.
• Communicate and check-in with owners prior and during their stay and set expectations on the status of all work orders and owner requests.
• Be responsive to Homeowners when issues arise during their stay or throughout their lifecycle as a Pacaso owner.
• Prepare a scope of work during the inspection period for each home, identifying issues and logging future maintenance items that will need to be performed both pre and post ownership
• Maintain a catalog for each Pacaso in your market, detailing the equipment and systems in use to ensure quick service work in perpetuity
• Create preventative maintenance work orders and schedule in accordance with our turn days
• Perform other responsibilities when duty calls; life is unpredictable!  
• Anticipate the owner’s needs by delivering surprise and delight moments to owners.  
• Assist in strengthening the owner’s bond with their home and boosting the owner’s sharing of their Pacaso experience with family and friends
• Inspect the work of high-quality local service partners and providers aligned to our owner experience promise & service standards
• Partner closely with sales, product, and marketing to align objectives and workflows and provide owner-centric perspective and feedback
• Promote a highly collaborative, owner-centric, data-driven culture that challenges norms with a bias toward action

You’d be a great fit if you have:

• 7 - 10 years of experience in service-driven operations
• Strong, progressive experience in hospitality service operations, maintenance or residential property management preferred
• An affinity for customer service and satisfaction
• Strong organizational, written and verbal communication, and problem-solving skills
• You have a can do/will do attitude: Our owners are our top priority, and when an issue arises, it’s all hands on deck to ensure their experience is world-class.  A willingness to help when needed is essential. This will include being available to step in on weekends and holidays
• You have an eye for detail and are not afraid to ask questions and/or suggest opportunities for improvement. 
• You currently reside in, or within commuting distance of Jackson Hole, Wyoming

Compensation

• The overall market range for this role is $65,000- $85,000 for this position, with a competitive equity package and total compensation evaluated bi-annually.