Onboarding and Listing Manager (Short Term Rental)

We are a short-term rental co-hosting company managing roughly 56 properties across 15 states. We operate under a co-hosting model — property owners retain their listings, reviews, and branding while we handle operations, guest experience, pricing, cleaning, maintenance, and reporting. We compete on quality, not quantity, and we onboard 1–2 new properties per month with a target of scaling to 200 properties by 2028.

Onboarding is the foundation of every client relationship. A property that is onboarded correctly generates clean, stable operations for years. A property that is onboarded poorly generates ongoing friction that drains the entire operations team. We are hiring for an Onboarding & Listing Specialist who owns this function end-to-end.

Role Mission
Take every new property from signed contract to first booking in a defined, repeatable, high-quality process. You are the first operational touchpoint for every new owner and the architect of the conditions under which every other tea ---------- mber succeeds or struggles.

Key Outcomes (What Success Looks Like in 90 Days)
• Time from signed contract to first live booking: under 21 days on 90%+ of new properties.
• Owner satisfaction score on onboarding: 9/10 or higher measured via post-onboarding survey.
• Zero listing errors at go-live — amenities, photos, pricing, house rules, and descriptions verified and correct.
• Pricing strategy configured correctly on day one — dynamic pricing tools set up with appropriate base rates, seasonality, and event-based adjustments.
• Full operational handoff document complete for every new property before go-live — cleaning, maintenance, guest experience, and pricing teams receive complete information.
• Onboarding SOP maintained and improved quarterly based on what worked and what broke.

Core Responsibilities

Owner-Facing Onboarding
• Conduct the kickoff call with every new owner — welcome, process walkthrough, expectations, timeline.
• Collect all property-specific information: access, utilities, insurance, HOA rules, owner preferences, existing bookings to honor.
• Set and manage owner expectations on timeline, pricing strategy, and what they can expect from Divergent through onboarding and beyond.
• Serve as the primary contact for the owner during the onboarding period, then warm-handoff to ongoing management.
Listing Build & Optimization
• Build new listings on Airbnb, VRBO, and direct booking platforms (owner retains listing ownership in the co-hosting model).
• Coordinate professional photography when needed; optimize photo order for conversion.
• Write compelling listing titles, descriptions, house rules, and amenity tagging.
• Verify all listing details against the actual property — amenities present, safety items in place, access instructions accurate.

Pricing Setup
• Configure dynamic pricing tools (PriceLabs, Wheelhouse, or equivalent) with correct base rates, minimum stays, and seasonality curves.
• Identify local events and demand patterns; configure event-based pricing rules.
• Partner with the pricing lead on mid-term rental (MTR) strategy when applicable.
• Set and document pricing assumptions so ongoing management can adjust as data comes in.
Operational Handoff
• Document everything the cleaning, maintenance, and guest experience teams need: supply PAR levels, cleaner assignment, maintenance vendors, guest communication templates, property-specific quirks.
• Ensure the first cleaning, first inspection, and first supply order are complete before the first guest arrives.
• Walk the ongoing management team through the property in a formal handoff meeting within the first 14 days.
Process Improvement
• Maintain and improve the onboarding SOP — what worked, what broke, what changed.
• Build reusable templates, checklists, and automations that reduce onboarding time without reducing quality.
• Report monthly on onboarding pipeline, time-in-process, and any bottlenecks.

Required Experience & Skills
• 2+ years of short-term rental operations experience — hands-on, not adjacent.
• Demonstrated experience building or launching Airbnb, VRBO, or ---------- listings from scratch.
• Working knowledge of a PMS (Hostaway, Guesty, Hospitable, or OwnerRez).
• Hands-on experience with a dynamic pricing tool (PriceLabs, Wheelhouse, Beyond).
• Strong written English and excellent spoken English — you will be on owner-facing calls.
• Project management discipline — you can manage 3–5 simultaneous onboardings without dropping details.
• Comfort with checklists, SOPs, and repeatable processes.

Preferred (Not Required)
• Prior experience in hospitality, property management, or client onboarding.
• Experience with Breezeway, Slack, Salesmsg, and GetClearing.
• Design eye for listing photos and descriptions.
• SEO or listing optimization experience on major OTA platforms.

Non-Negotiable Traits
• Organizational discipline. You manage multiple onboardings without letting any slip.
• Owner-facing confidence. You can hold a call with a $500K+ property owner and make them feel informed, respected, and confident in Divergent.
• Process thinker. You build systems, not one-offs.
• Ownership mindset. When onboarding breaks, your reflex is "how do I fix this and prevent it," not "who told me to do this."
• Professionalism under owner pressure. Owners can be anxious during onboarding. You stay steady, clear, and solution-oriented.

What We Offer
• Competitive hourly rate for a qualified STR operator.
• One of the most strategically important roles in the company — onboarding directly drives growth and retention.
• Quarterly performance reviews with bonus opportunities.
• Direct access to the owner (Nick) for strategic decisions.
• Long-term role with growth potential as we scale to 200+ properties.
• Professional development, coaching, and 1:1 time with leadership.

Hiring Process
1. Resume and written application — confirm STR onboarding experience.
2. 2-minute Loom video introduction — walk us through a property you onboarded from scratch.
3. First interview (30 minutes) with Divergent leadership.
4. Paid trial project ($75–100): Draft a 5-step onboarding plan with timelines for a sample property, write the owner welcome email, and identify the top 3 risks for this specific property.
5. Reference checks — minimum 2 written references with specific questions.
6. Owner call with Nick — cultural fit and final decision.
7. 30-day paid trial starts.