Guest Operations & AI Optimization Manager

RentalQuest; Colombia; Presencial; COP 257.022.214 - 330.457.132; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Join a founding team in a growing market

Competitive compensation and performance incentives

Descripción de la vacante

A leading vacation rental platform in Colombia is seeking a Guest Operations & AI Optimization Manager to lead their 24/7 Contact Center and Reservations team. The role requires extensive experience in customer service and team management, with a focus on optimizing AI-assisted support systems. Candidates should be bilingual in English and Spanish, possess strong analytical skills, and be comfortable working hands-on in a dynamic environment. Competitive compensation and performance incentives are offered.

Formación

• 5+ years of experience in customer service, reservations, or operations roles.
• Proven experience managing teams in a high-volume or 24/7 support environment.
• Hands-on experience with AI-assisted support systems.

Responsabilidades

• Lead, coach, and manage the Contact & Reservations team.
• Own shift planning for a 24/7 operation.
• Continuously review and optimize AI responses.

Conocimientos

Customer service expertise

Team management

AI-assisted support

Analytical skills

Bilingual in English and Spanish

Herramientas

Omnichannel support tools

Descripción del empleo

We are looking for a Guest Operations & AI Optimization Manager to lead our 24/7 Contact Center and Reservations team. This role owns the day-to-day performance of the team while also being responsible for continuously optimizing our AI-assisted support system, which currently handles approximately 65–70% of all inquiries.

This is a hands-on leadership role: the manager will combine people management, operational ownership, and active shift coverage, while ensuring that both humans and AI work together efficiently to deliver a world-class guest and owner experience.

Responsibilities

• Lead, coach, and manage the Contact & Reservations team, including 1:1s, performance feedback, and development.
• Act as the single owner of customer operations performance across people, processes, and AI.
• Own shift planning and schedules for a 24/7 operation, including holiday and vacation coverage.
• Actively cover shifts as needed while managing the team.
• Own escalations and ensure fast, high-quality resolutions.
• Continuously review and optimize AI responses, knowledge base content, and escalation patterns.
• Identify gaps or errors in AI answers and improve them by adding Q&As, guardrails, or specifications, testing changes in a sandbox environment before deployment.
• Manage the audit process to ensure reservations and guest information are accurate and fully aligned with OTAs.
• Oversee collections and payments related to reservations, ensuring accuracy, timely follow-up, and proper issue resolution.
• Document and continuously improve customer service, reservations, and escalation processes.
• Ensure consistent service quality, tone, and response standards across both AI and human interactions.
• Monitor operational metrics (inquiries per agent, AI vs. human resolution, response times).
• Proactively assess team capacity and justify hiring needs using data as the number of properties grows.
• Lead recruitment, onboarding, and training of new team members.
• Drive continuous improvement without requiring day-to-day COO direction.

Requirements

• 5+ years of experience in customer service, reservations, or operations roles.
• Proven experience managing teams in a high-volume or 24/7 support environment.
• Experience working with omnichannel support tools (WhatsApp, phone, email, OTA inboxes).
• Hands‑on experience with AI-assisted support systems, chatbots, or knowledge bases.
• Strong analytical skills and comfort using data to make staffing and operational decisions.
• Proactive, autonomous, and ownership-driven mindset.
• Excellent communication and leadership skills.
• Comfortable working hands‑on.
• Excellent attention to detail and problem‑solving abilities.
• Fluency in English and Spanish.

Why Join RentalQuest?

• Be part of a founding team that has scaled travel and rentals across LATAM (Ex-Expedia, Hopper, Vacasa).
• Help professionalize the $19B LATAM vacation rental market.
• Join a company that blends AI, technology, and local expertise to drive growth.
• Competitive compensation with performance incentives tied to results.