Owner Relations Manager

Job Description

Job Description

Owner Relations Manager

Haven

About the brand

Haven manages cabins and mountain homes in the Great Smoky Mountains and around Knoxville, Tennessee. Steep driveways, hot tubs, wood stoves, and a season that swings from quiet weeks to a full house every weekend. It is a market where property care is guest experience — a cold hot tub is a ruined anniversary.

The role

This is a leadership seat. You own an outcome, not a task list — a market, a function or a P&L line — and you are accountable for what it does over a quarter, not what you did this week. You will inherit systems that are half-built and processes that exist mostly in somebody's head, and part of the job is deciding what to formalise and what to leave alone.

Unreasonable hospitality

We hold ourselves to what Will Guidara calls unreasonable hospitality: doing the thing nobody asked for, that nobody would have missed, and that they will tell someone about. A guest mentions in a message that it is their daughter's birthday, and there is something waiting on the counter when they walk in. An owner asks a question on a Sunday and gets a real answer, from a person, before Monday. We do not measure this in a survey. We measure it in whether the person on the other end felt looked after by someone who was paying attention. Everyone here is expected to notice things, and everyone here is trusted to act on what they notice without asking permission first.

Where you sit

You sit in Leadership and report into the operations lead for this market. This role is on the ground in Knoxville, TN, USA. You work every day with the guest experience team, the field operations team and the coordinators who schedule them — this is not a role where you are handed a queue and left alone. Because Stayd runs shared systems across every brand, a process you improve here tends to end up running in six other markets, which is the closest thing we have to a promotion path.

What you'll own

• A defined outcome with a number attached, reported honestly whether it is good or not
• The people in your function — hiring, standards, and telling them the truth about performance
• Owner and guest escalations that reach your desk, end to end
• The systems your team works in, and the decision about when to change them
• Budget within the authority you are given
• Saying the hard thing to your peers and to the people above you

How you'll live our core values

Five values run this company, and we hire and promote against them.

See Something Do Something — if you spot it, it is yours. Nobody here is allowed to walk past a problem because it belongs to another team.
Do What You Say — a commitment with a date on it is a promise. If it slips, you say so before it is late, not after.
Own the Miss — we get things wrong. What matters is that you name it first, fix it, and make sure it cannot happen the same way twice. Nobody is punished for a miss they owned.
Say the Hard Thing — kindly, directly and early. Silence in a meeting followed by a private complaint is the one behaviour we will not carry.
Make It Better — leave the process, the property or the shift in better shape than you found it. Small improvements, constantly, beat big ones occasionally.

What you bring

• Real scope you have owned before — a team, a budget, or a portfolio of units
• At least one measurable outcome from the last two years you can put a number on
• Property management, hospitality or multi-site operations experience
• Authorisation to work in the United States
• The instinct to own a miss out loud

How to apply

Apply here — it takes about four minutes on a phone. You will answer a handful of questions written to find out what you can actually do, upload a résumé, and record a short voice note so we can hear how you sound with a guest. There is no cover letter and there is no portal account to create.

Every single applicant hears back from us, including a no. If we are not moving forward we will tell you, and we will tell you why. If you need an accommodation to complete this application, email View email address on us.fitly.work — asking never counts against you.

What to expect

This is a long-term team role on a strong, established global team, with structured onboarding and ongoing support.