Operations Audit Specialist

Job description

**About Us** We’re Extenteam, a dynamic company revolutionizing the short term vacation rental industry. Our proven business model has generated consistent revenue, and we are now expanding from a professional services model to a scalable tech-based subscription-first model. As a scaling stage startup, we aim to grow our Monthly Recurring Revenue (MRR) to double our revenue by January 2026 by providing an AI assisted SaaS platform that works for all short term rental businesses regardless of their size. Extenteam is on a mission to streamline and support vacation rental businesses by providing top-notch solutions, including guest communication and property management support. We generate revenue through two primary streams: **Dedicated Team Members:** Providing trained overseas talent with a recurring premium model, replacing one-time recruitment fees. **Tailwind**- SaaS Platform: A guest communication Software blended with our shared services team, supporting smaller operators typically with less than 50 units - helping Extenteam increase profitability while growing our product market fit and expanding TAM and service levels. Extenteam is a small but mighty team of 50 consisting of Sales, Partner Success, Marketing, HR & Recruiting, Engineering, Product and Admin (IT, Data etc). We are spread out across the world but we have hubs in Miami, LA, Medellin, and actively expanding into Europe. Our 50 people core team is supported by 400+ DTMs (dedicated team members) that are servicing our customers. **Our Values:** Commitment to Excellence: Continuously raising the bar and setting new standards in guest communications and service delivery. Exceptional Collaboration: Thriving in a fast-paced, high-performance environment built on clear communication and teamwork. Unified Purpose: Aligning behind a shared mission to drive success with an intense focus. One shared consciousness. Data-Driven Decision-Making: Prioritizing data and results over emotions when making objective, professional decisions. Emphasis on Details: Details matter at every level. Leaders are expected to have a deep understanding of the specifics and adopt a hands-on management style. **Our Leadership Philosophy** Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb’s Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture. To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this [link](https://www.businessinsider.com/airbnb-ceo-brian-chesky-what-founder-mode-really-means-2024-10). Understanding this mindset will provide valuable context for how we operate and what we value in our team members. **What This Role Is About:** This role will focus on making sure our clients’ apartment communities are following operational processes, capturing all revenue opportunities, staying compliant with company standards, and identifying and correcting issues before they become larger problems. **Your Main Responsibilities:** **Operational Audits & Compliance Reviews** - Conduct operational audits of apartment communities and corporate support functions. - Evaluate compliance with our clients’ operating standards, policies, and procedures. - Review leasing, resident file administration, move-in and move-out processes, rent collection, vendor management, and maintenance operations. - Assess adherence to property-level operational controls and documentation requirements. - Perform testing of key operational processes, records, and supporting documentation. - Identify operational, compliance, and reputational risks and recommend practical solutions. **Apartment Community Operations Reviews** - Evaluate the effectiveness of community administration practices. - Review resident onboarding and move-in processes, quality inspection procedures, and customer experience standards. - Assess compliance with approval processes, resident documentation requirements, and operational checklists. - Verify consistency of operating practices across communities and regions. - Review implementation of new operational initiatives and process changes. **Reporting & Analytics** - Prepare clear, concise audit reports and executive summaries. - Present findings and recommendations to Operations leadership and community teams. - Develop reporting that identifies trends, recurring issues, and risk indicators. - Utilize data analytics to evaluate operational performance and compliance metrics. - Maintain complete audit workpapers and supporting documentation. **Cross-Functional Partnership** - Collaborate with Operations, Shared Services, and Corporate Services teams. - Support operational excellence initiatives and best-practice implementation. - Assist with the development and enhancement of operational controls and standard operating procedures. - Provide guidance and training related to audit findings and compliance expectations. **SECONDARY Responsibilities:** **Risk Assessment & Process Improvement** - Identify control gaps, process inefficiencies, and operational risks. - Analyze root causes of audit findings and recurring operational issues. - Recommend practical improvements that enhance efficiency, compliance, resident experience, and operational performance. - Partner with business leaders to implement corrective action plans. - Monitor remediation activities and verify completion of action items. **What We’re Looking For:** - Revenue and billing audits (rent charges, lease discrepancies, waived fees, resident credits, parking, pets, ancillary income, bulk WiFi, insurance compliance) - Operational compliance reviews across leasing, maintenance, procurement, and centralized processes - Exception reporting and investigation - Data validation and system audits (Entrata, reporting platforms, resident records, inspection compliance, work order activity) - Vendor, purchasing, and expense governance reviews - Process improvement recommendations based on audit findings - Software Knowledge: **ENTRATA** or similar property management software experience is required. **Technical Requirements:** - Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port) - i5 11th Gen or higher - Windows 11 / MacOS Catalina or higher - Minimum of 8 GB RAM - Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background) - Back-ups in case of power or internet provider interruptions - Good headset and webcam (preferably noise-canceling headset) **Why You’ll Love Working with Us:** - **Competitive Salary** — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities. - **Remote Work** — This role is 100% remote, allowing flexibility and eliminating daily commute. - **Paid Time Off** — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being. - **HMO Coverage** — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.