Airbnb Operations Specialist & AI PMS Product Analyst

Operations Specialist & AI Product Analyst

Attention! Unique Role

Location: Remote Type: Full-time Experience: 2-4 years

About the Role

We run a short-term rental business on Airbnb in UK and we're building an AI-powered Property Management System (PMS) to automate and improve how operators like us work. We're looking for someone who can split their time 50/50 between two complementary roles: keeping our existing Airbnb operation running smoothly, and turning that real-world experience into product requirements for our AI PMS.

This is a rare opportunity to do the work and shape the tool that does the work. Every guest message you handle, every cleaner you coordinate, every edge case you encounter becomes input into a product designed to solve those exact problems.

What You'll Do

Airbnb Operations (50%)

• Handle guest communications across the booking lifecycle: pre-stay questions, check-in support, in-stay issues, post-stay follow-ups
• Coordinate property operations: cleaning schedules, maintenance requests, check-ins/check-outs, supply restocking
• Resolve issues quickly and professionally, balancing guest satisfaction with operational cost
• Track recurring problems, edge cases, and time sinks (these become product input)

AI PMS Product Work (50%)

• Write clear, structured specs and requirements for new features based on real operational needs
• Translate messy real-world scenarios into product logic (workflows, decision trees, expected AI behaviors)
• Document edge cases, exceptions, and the "what would a great human operator do here?" reasoning
• Partner with engineering and AI teams to refine requirements, review outputs, and validate features against real use cases
• Use the PMS daily and provide continuous feedback on what's working and what isn't

What We're Looking For

• 2-4 years of experience in short-term rentals, hospitality operations, customer support, or a related operational role
• Strong written communication — you'll be writing both guest messages and product specs
• Structured thinking: you can take a chaotic situation and break it into clear steps, rules, and exceptions
• Comfort with ambiguity and a builder's mindset — you spot problems and propose solutions
• Familiarity with PMS tools (Hostaway, Guesty, Hospitable, etc.) or strong willingness to learn
• Interest in AI products and how they're built (no coding required, but curiosity is essential)
• Self-directed and reliable in a fully remote setup

Nice to Have

• Direct Airbnb hosting experience
• Experience writing user stories, PRDs, or product requirements
• Multilingual (especially helpful for international guests)
• Experience working with AI tools (ChatGPT, Claude, etc.) in a professional context

Why This Role Is Interesting

Most operations roles are dead ends — you handle the same problems over and over. Here, every problem you solve once gets turned into a feature so nobody has to solve it again. You're not just keeping the lights on; you're putting yourself out of a job in the best possible way, and helping build a product that other operators will use.