Director of Operations

About Gathern

Gathern is seeking a Director of Operations to lead and optimize its operational functions. This full-time role requires 5-10 years of relevant experience and focuses on ensuring operational performance is a predictable input for growth.

Role Purpose

The Director of Operations will be responsible for managing Content Operations, Contact Centers, and Quality as a unified unit. This role involves end-to-end ownership of key operational KPIs, including customer satisfaction, complaints per reservation, guest rating, destination search conversion, occupancy of active listings, and unit activation. The objective is to transform operational performance into a managed and forecastable element that directly contributes to growth.

Key Responsibilities

• Performance Ownership: Own the operational KPI tree and achieve monthly and annual targets for CSAT, complaints per 1,000 reservations, guest rating, destination search conversion rate, occupancy of active listings, and unit activation rate. This includes setting, defending, and re-basing targets with Strategy and the CSO, ensuring each KPI is instrumented, defined, and scoreable.
• Contact Centers Management: Oversee service levels such as first response time, first contact resolution, average resolution time, and reopened tickets. Restore and maintain first contact resolution at or above 80% through root-cause analysis, agent enablement, and process redesign. Manage capacity, scheduling, quality monitoring, and outsourced service partners, while reducing cost to serve per booking without compromising resolution quality.
• Content Operations: Ensure listing content completeness, photo quality, and destination content readiness. Scale successful content interventions across the destination portfolio and establish and enforce host content standards with clear controls and consequences.
• Quality and Unit Readiness: Manage the unit onboarding and activation journey, focusing on activation rate, time to activate, and time to first reservation with clear SLAs. Collaborate with Commercial and Product teams to close the gap between activation and occupancy by enhancing destination readiness. Implement and manage the quality assurance framework across both guest and host journeys.
• Leadership and Cross-functional Collaboration: Lead, develop, and structure the three functional teams, building capability and succession within them. Partner with the Product team on operational defects requiring product fixes, sorting, visibility, and claims. Collaborate with Data & Analytics to address instrumentation gaps and automate departmental reporting.

Required Experience

• A minimum of 5 to 10 years of experience in operations management.

Core Behavioral Competencies

• Accountability: Focus on owning outcomes rather than just activities.
• Operational Rigour: Prioritize root cause analysis before implementing solutions and measure performance both before and after interventions.
• People Leadership: Develop function leads into effective owners of their respective areas.
• Cross-functional Influence: Ability to ensure operational fixes are prioritized across different reporting lines.

Application Process

Candidates who meet the qualifications are encouraged to apply for this full-time position.