Host Experience Manager

Overview

PadSplit is seeking a Host Experience Manager (HEM) to serve as a strategic partner and primary point of contact for a portfolio of hosts. This newly established position moves the host support approach from reactive problem-solving to proactive, relationship-oriented account management. The HEM will oversee the entire host relationship from activation through long-term retention, delivering timely support and ensuring host satisfaction, occupancy, and retention metrics are met.

Key Responsibilities

• Manage a dedicated portfolio of PadSplit hosts, acting as the main liaison for support ticket escalation, policy compliance, and portfolio strategy.
• Provide timely, relevant information to foster strong partnerships and guide hosts strategically.
• Build proactive, trust-based relationships to minimize churn and maximize host value.
• Conduct regular performance reviews aligned with host goals and company benchmarks.
• Drive host engagement on key metrics such as occupancy rates, listing quality, rejection rates, and member retention.
• Collaborate with hosts on portfolio expansion opportunities, including adding new properties.
• Advocate for hosts by collecting feedback and reporting trends to internal teams including product and leadership.
• Maintain in-depth knowledge of PadSplit’s platform, fee structures, payout processes, and policies to provide accurate guidance.
• Apply policies thoughtfully and communicate clearly to build understanding and trust.
• Use data insights to optimize pricing, occupancy, and platform utilization.
• Lead onboarding calls to establish host relationships, set expectations, and guide new hosts in preparing properties and managing members.
• Resolve complex host issues thoughtfully, coordinating with cross-functional teams such as member support, trust and safety, payments, and legal when necessary.
• Maintain accurate documentation of all host interactions and resolutions.
• Identify recurring issues to recommend improvements in processes, policies, or products.
• Contribute to developing scalable playbooks, communication strategies, and best practices.
• Participate in regular team meetings to share insights and improve the program continuously.

Qualifications

• Minimum three years of experience in account management, customer success, or high-touch client relationship roles; experience in real estate, property management, hospitality, or platform marketplaces is highly desirable.
• Strong ability and commitment to mastering product, fee structure, and policy knowledge for live host interactions.
• Proactive portfolio management skills with a focus on anticipating issues before they arise.
• Data-driven communication skills to translate metrics into actionable advice for hosts.
• Excellent critical thinking and judgment to navigate complex, nuanced situations fairly and appropriately.
• Capability to balance empathy and directness, especially when delivering difficult decisions while maintaining relationships.
• Clear and confident verbal and written communication tailored to diverse audiences.
• Highly organized with excellent follow-through to manage multiple high-value relationships simultaneously.
• Alignment with PadSplit’s mission and understanding of the affordable housing context.
• A growth mindset and enthusiasm for building and refining a new function within the company.

Interview Process

• Initial review of applications by People Operations team.
• Video interview with PeopleOps representative for approximately 30 minutes if eligible.
• Potential follow-up with a 75-minute video session: 45-minute writing exercise with Host Experience Team Lead and 30-minute logical and competency assessment with Regional Host Experience Manager.
• Final video interview with Head of Host Experience lasting 30-45 minutes if applicable.
• Offer extended upon successful completion of interviews.

Compensation and Benefits

• Fully remote role with competitive salary and equity incentives.
• Access to national medical, dental, and vision insurance plans.
• Company-provided life insurance and optional accidental insurance plans, including FSA and DCFSA benefits.
• Unlimited paid time off and eleven officially observed holidays annually.
• 401(k) retirement plan available.
• Twelve weeks of paid leave offered to both birth and non-birth parents.
• Meaningful opportunity to contribute to solving the affordable housing crisis.

Additional Information

PadSplit requires all new hires to complete Form I-9 and participate in the E-Verify employment verification process. Employment is contingent on verification of eligibility to work in the United States. The company is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. The recruitment process may use AI tools to assist with application review and assessment, but final decisions are made by human evaluators.