Regional Host Account Manager

Position Overview

PadSplit seeks a Regional Host Account Manager responsible for overseeing a team of Host Account Managers in a designated region. This leadership role combines hands-on management with coaching to ensure hosts thrive, regional goals are met, and PadSplit's mission to address affordable housing challenges advances.

Key Responsibilities

• Lead and develop a team of Host Account Managers, fostering a culture of accountability and high achievement.
• Track performance metrics such as occupancy, retention, customer satisfaction (CSAT/NPS), ticket response, and portfolio health to drive improvements.
• Regularly conduct one-on-one meetings, performance evaluations, and coaching discussions to support team growth.
• Act as the escalation point for complex host-related issues, collaborating with senior management as needed.
• Analyze regional portfolio trends to proactively address risks and implement solutions.
• Collaborate with cross-functional teams including Product, Operations, Trust & Safety, Member Support, and Data to enhance the host experience.
• Support recruitment, onboarding, and integration of new Host Account Managers while promoting consistent operational standards.
• Maintain close involvement with daily workflows, policies, and platform functionalities to effectively support your team and model best practices.

Qualifications

• Minimum of 5 years in roles related to Customer Success, Account Management, Client Success, or Host Relationship Management, with at least 2 years in a leadership capacity.
• Proven ability to coach and develop team members into high performers through continuous feedback.
• Strong operational skills to juggle competing priorities balancing leadership and execution.
• Proficiency in analyzing performance data and converting insights into actionable team objectives.
• Experience managing intensive customer or client relationships within dynamic, service-oriented environments.
• Preferred experience in property management, hospitality, real estate, or marketplace sectors.
• Excellent communication skills with influence across reports, colleagues, and senior leadership.
• Alignment with PadSplit’s mission focused on improving affordable housing through continuous enhancement of host experiences.

Interview Process

• Initial application review by PeopleOps team members.
• A 30-minute video interview conducted by PeopleOps team.
• Subsequent one-hour video interview with Head of Host Experience.
• Two-hour video panel interview involving key stakeholders.
• Panel assessment featuring management skill demonstration.
• Final step is the job offer.

Compensation and Benefits

• This job is fully remote.
• Competitive salary with equity incentives and bonus opportunities company-wide.
• Comprehensive national medical, dental, and vision coverage.
• Company-sponsored life insurance.
• Additional optional benefits including accidental insurance, Flexible Spending Accounts (FSA), and Dependent Care FSAs (DCFSA).
• Unlimited paid time off policy plus eleven company holidays.
• 401(k) retirement savings plan.
• Twelve weeks of paid parental leave for both birth and non-birth parents.
• Opportunity to contribute to a company at the forefront of tackling the affordable housing shortage.

Additional Information

Despite the posting location of Atlanta, Georgia, this position is entirely remote due to system requirements for job listing. PadSplit conducts E-Verify for employment eligibility verification in the US. The company is an Equal Opportunity Employer promoting inclusivity across all demographics. Artificial intelligence tools may be employed during parts of the recruitment process to assist human decision-making. Salary reflects role responsibilities, market standards, experience, and performance-based components.