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Strategic Leadership:
- Own the strategic direction of Tailwind shared services operations.
- Create scalable frameworks for service delivery, accuracy, and efficiency.
- Partner with Product and Engineering on automation priorities and roadmap decisions.
Operational Excellence:
- Prioritize automation across all areas of operations to reduce manual work and increase efficiency.
- Lead the design and implementation of automation initiatives with Product and Engineering.
- Rebuild metrics for calls, SLAs, queue performance, and accuracy to support automation and real-time monitoring.
Cross-Functional Work:
- Work with Finance on cost modeling, unit economics, and revenue contribution from shared services.
- Provide operational input to Product and Engineering.
- Partner with Sales on pricing, service tiers, and scaling plans.
Extenteam
Extenteam is a staffing and proptech company that helps short-term rental operators. They grew to a team of 430 people and more than $10MM ARR, focusing on AI and automation in the short-term rental industry.