General Manager

The GM’s core responsibilities are to ensure owner satisfaction by being a good steward of our owners’ properties, to ensure guest satisfaction which directly influences listing visibility and booking conversion, and to lead a high-performing, engaged local team. You will be expected to understand the P&L and make adjustments to operational levers to ensure profitability while maintaining quality and satisfaction. You will also serve as an escalation point for high-level owner concerns, particularly for multi-property owners who require extra attention.

Finally, you will be asked to meet with prospective owners and support local business development efforts. Your role will be instrumental in helping homeowners understand our model and feel confident entrusting their homes to our team.

You will be responsible for maintaining a positive reputation within the community, including building relationships with neighbors, HOAs, and local government officials. As the local face of Roofstock and Casago, you’ll help ensure that our presence benefits the community and reflects our commitment to being a responsible operator.

As a General Manager (GM), you will be the senior-most leader responsible for your local short-term rental market, overseeing the full performance of a portfolio typically ranging from 200 to 400 homes. You will own all outcomes in the market, including profitability, guest experience, owner satisfaction, team performance, regulatory compliance, and local reputation.

While the GM owns outcomes at the local level, the central operations team will provide strong support across compliance, guest experience, onboarding, and more. You’ll work hand-in-hand with these teams to ensure alignment and execution. Those teams exist to support you.

• Meet with prospective homeowners to support business development and owner acquisition efforts
• Build and maintain strong relationships with community stakeholders including neighbors, HOAs, and city officials
• Partner with central teams to ensure pricing, listings, onboarding, compliance, and guest experience operations align with local execution
• Support Local Operations Managers in developing strong home-level relationships with owners
• Maintain high levels of owner satisfaction and reduce churn through proactive communication and service excellence
• Serve as an escalation point for high-level owner concerns and provide special oversight for high-value, multi-property owners
• Act as the market’s primary voice to senior leadership, surfacing challenges, trends, and growth opportunities
• Ensure guest satisfaction across the portfolio by driving consistency in home readiness, issue resolution, and responsiveness
• Foster a strong team culture where employees feel supported, valued, and aligned
• Lead and manage a team of Local Operations Managers and in-market staff to deliver best-in-class guest and owner experiences
• Own and drive performance reporting and operational dashboards
• Serve as the P&L owner for the market
• Hire, develop, and retain A-player talent within your market team

Must be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1-B Visas at this time.

Any offer of employment is conditioned upon the successful completion of a background investigation.

• Familiarity with STR platforms (Airbnb, VRBO) and operations tools (PMS, CRM)
• Team performance and cohesion
• Frequent in-market travel and field engagement required
• Deep customer and owner empathy, paired with operational discipline
• Strong analytical skills with the ability to understand P&Ls and operational levers
• Proven leadership in high-growth, high-accountability environments
• Strong interpersonal communication skills and comfort engaging with public and private stakeholders
• Availability to respond to urgent operational needs as they arise, including weekends and holidays
• Exceptional people leadership, with a track record of building and mentoring high-performing teams
• 6+ years of experience in general management, hospitality operations, or property management
• Positive community relationships and minimal neighbor complaints or escalations
• Owner satisfaction as measured by Net Promoter Score (NPS) and direct feedback
• Valid driver’s license and reliable transportation required
• Guest satisfaction and average review score across portfolio (goal: 4.8+)

Competitive & Unique Benefits Package

Roofstock’s STR team has the opportunity to build and shape an entirely new business unit together. The team is obsessed with people – in particular our owners, our guests, and our teammates. We extend our hospitality to everyone around us, there’s no such thing as “not my job,” and we celebrate our wins together. We plan to expand within our current markets as well as to roll out new markets in the years to come. Much like a startup business, things are fast-paced, intense, and exhilarating. And when the team wins, we all win.

• 401k Program
• Volunteer Time Off
• Team engagement and satisfaction scores
• Owner churn – <15% is good, <10% is great
• 12 Paid Holidays
• Generous PTO Policy
• Paid Parental Leave
• Robust health, dental, vision insurance, and more
• Market-level financial performance including revenue growth and contribution margin
• Wellness and home office/cell phone subsidies
• Bachelors degree required, MBA or other relevant secondary education a bonus