Head of Operations

## About Conduit Conduit is an AI agent platform purpose-built for hospitality. Hotels, vacation rentals, and resorts use our agents to automate millions of workflows across guest communication and operations, all to give their guests a better experience. Hospitality is 10% of global GDP and it turns on customer experience. Resolving a guest request immediately is most of that experience, and resolving one means moving across several tools and between several people. That coordination is the work, and it is what our agents do. ## Role: Head of Operations Our agents handle guest messages, issues, maintenance dispatch, and the follow-through behind them for hotels and property managers. A team works alongside the agents on what still needs a person: remote team members onshore and offshore, on-call staff, and outsourcing partners, from virtual staff to field staff such as cleaners, maintenance technicians, and inspectors. You run that team and own the quality and the cost of the work for every customer. This is an operations leadership role, not a support management role. You own staffing, vendors, quality, escalations, and cost, and you build the operating system the team runs on. You report to Punn, our CTO and co-founder. ### Why this role is different - Your team is people and agents together. You decide which work the agents keep, which work a person must keep, and how the two hand off. - You stay close to the operation. You dig into the data, learn how each piece of work gets done, and do some of it yourself so you know how it really works. - You own the numbers, starting with cost per booking and cleanliness review scores, and how they move as we add customers. ### What the work looks like - Running a team across time zones and roles: virtual staff onshore and offshore, on-call staff, and field staff such as cleaners, maintenance technicians, and inspectors. That includes hiring, training, schedules, and quality checks. - Choosing and managing outsourcing partners, with clear service levels and a fast exit when quality slips. - Working with our agent engineers on where the agents fail, and turning those failures into fixes. - Escalation paths for guests, owners, and customers, including late-night calls and emergencies. - Bringing each new customer live: mapping how they run today, setting up the playbook, and getting the agents and the team working for them. - A weekly operating review with the founders on quality, cost, and capacity. ### Who you are - You have run an operation, not only a support queue: staffing, vendors, quality, and cost, against a P&L or unit-cost target you owned. - You have managed remote teams across time zones, including offshore or outsourced staff, and you can explain how you kept quality high without being in the room. - You have scaled a team and can say how big it was when you started and when you left. - You are comfortable with software and automation, and you see agents as a way to run better operations, not only a way to cut cost. - Preferred: hospitality or short-term rental operations experience (turnovers, maintenance, owners, and guests). - This role is onsite in San Francisco. Candidates must be authorized to work in the US; we generally do not sponsor visas. ### Compensation and Benefits - $170K to $220K base - 0.10% to 0.50% equity - Comprehensive health insurance and 401k match - Dinner covered every day ## Interview Process - **Intro call with Punn.** Your ops background, the remote teams you have run, and your hospitality experience. - **Ops deep dive with Punn.** Staffing, quality, escalations, and unit economics in an operation you ran. - **Ops deep dive with Cole.** - **Working session with Punn (and Cole).** We give you a real, anonymized week of operations data. You find what is failing, redesign the escalation path, and propose staffing for the next quarter. - **Founder fit call.** - **References.** Visa sponsorship is not available for this role.