Team Lead - HOS

Role Overview

The Team Lead - Home Owner Services (HOS) will be responsible for leading a team that manages the end-to-end relationship with property owners, ensuring high satisfaction levels, business retention and operational excellence. This role involves driving performance metrics, resolving escalations, enabling seamless onboarding and supporting homeowners throughout their journey with OYO Vacation Homes.

Key Responsibilities:

• Lead and manage the HOS team to deliver strong operational performance and exceptional relationship management with homeowners.
• Monitor and improve owner satisfaction scores through proactive communication, feedback management and issue resolution.
• Work closely with supply, revenue, product and operations teams to ensure seamless service delivery and performance improvements.
• Analyze key business metrics such as owner retention, revenue contribution and service SLAs to drive strategic actions.
  
• Handle escalations with empathy and urgency while ensuring root-cause analysis and corrective actions.
• Conduct regular business reviews with homeowners, share performance insights and recommend optimization strategies.
• Train, coach and mentor team members to enhance productivity and professional development.
• Implement workflow improvements and process efficiencies for better homeowner experience and operational effectiveness.

Key Skills & Requirements:

• Bachelors/Masters degree in Business, Operations, Hospitality or related field.
• 5+ years of experience in client relationship management / homeowner success / account management or hospitality operations.
• Minimum 12 years of team management or leadership experience.
• Strong analytical, problem-solving and stakeholder management skills.
• Excellent communication, negotiation and conflict-resolution abilities.
• Experience working in OTA / travel / hospitality / property management / SAAS preferred.
• Ability to thrive in a fast-paced, target-driven environment.
• Proficiency in CRM tools, Excel/Google Sheets, and performance dashboards.