• Lead all aspects of the dealership’s Service and Parts operations to achieve revenue, gross profit, and customer satisfaction targets. • Oversee daily/weekly performance reviews, analyzing KPIs (CSI, RO count, gross profit, efficiency) and implementing action plans to hit targets. • Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management). • Partner with Service and Parts Managers to improve workflow, reduce cycle times, and maximize shop and parts department throughput. • Monitor warranty processes to ensure compliance and maximize claim recovery. • Continuously improve customer experience, speed of service, and first-time fix rate. • Ensure the dealership facility is well-maintained, clean, and fully compliant with brand and OEM image standards. • Directly manage facilities vendors (janitorial, landscaping, equipment maintenance, signage, etc.) to maintain safe and professional work and customer environments. • Work with Carvana’s Property Operations team to manage preventive maintenance schedules and capital improvement projects for service bays, customer lounges, and parts storage. • Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers. • Serve as primary liaison with OEM representatives across service, parts, and facility compliance. • Ensure alignment with OEM warranty policies, recall processes, and customer satisfaction programs. • Proactively manage OEM facility inspections, responding to audit findings and driving timely resolution of issues. • Represent Carvana in OEM meetings and performance reviews, consistently achieving or exceeding manufacturer objectives. • Build and sustain positive working relationships with OEM field teams to ensure strong collaboration and support. • Recruit, hire, and retain high-performing Service and Parts teams; maintain a bench of candidates for key leadership positions. • Establish and oversee training, certification, and career progression programs for associates at all levels. • Deliver competency-based feedback and performance reviews to drive accountability and growth. • Mentor Service and Parts Managers to strengthen leadership capabilities and operational execution. • Foster a culture of teamwork, engagement, and continuous improvement throughout the dealership. • Identify and prioritize opportunities for process and performance improvement across fixed operations. • Lead and sponsor Lean/Kaizen initiatives that increase efficiency, reduce costs, and enhance customer experience. • Hold teams accountable for measurable results from continuous improvement efforts.

• Serve as Incident Commander for major incidents — coordinating cross-functional response teams, driving investigation, making escalation decisions, and ensuring incidents are resolved within SLA targets. • Own all incident communications: draft and send clear, timely updates to senior leadership, Customer Success, and partner/customer contacts throughout the incident lifecycle, and manage customer-facing status page updates (status.xsolla.com). • Facilitate blameless Post-Incident Reviews (PIRs) for major incidents — leading root cause identification, assigning corrective actions with clear owners and deadlines, and tracking them to closure. • During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence. • Enforce the incident management framework across the organization, including the severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness gates. • Oversee and mentor the Operations Engineer on your shift — coaching on triage, investigation, runbook execution, and documentation quality while conducting regular knowledge transfer sessions to build depth across the service portfolio. • Produce shift handoff reports and deliver regular operational reporting: incident trends, KPI performance (MTTD, MTTA, MTTR), SLA adherence, proactive detection rate, and repeat incident analysis. • Audit service catalogue completeness on a regular cadence and govern JIRA Service Management workflows for incident, PIR, and problem management. • Cover for the Operations Engineer role during absences, breaks, or surge incidents. Participate in weekend on-call rotation for major incidents.

• Serve as the primary dashboard monitor during your shift — continuously watch the GTO Operational Dashboard in Datadog, detect anomalies by correlating signals across APM, logs, metrics, synthetic tests, and Real User Monitoring, and determine whether alerts warrant an incident ticket or can be resolved through immediate investigation. • Triage and investigate production incidents — create incident tickets in JIRA Service Management, perform initial technical investigation using Datadog (traces, logs, infrastructure and application metrics), determine blast radius and likely root cause domain, and route to the correct team (Product SRE, Infrastructure SRE, or Engineering) using the smart routing model. • Own lower-severity incidents end-to-end from detection through resolution — diagnose, execute runbook procedures, and resolve without escalation where possible. Escalate promptly when an incident is unresolved within defined thresholds or requires a code-level fix. • Support the TSO Lead during major incidents as the technical right hand in the war room — surface real-time data (error rates, impact scope, deployment history, related alerts), maintain the incident ticket with live timeline entries and linked evidence, and execute mitigation actions as directed. • Draft incident communications under TSO Lead direction, including internal Slack updates, stakeholder notifications, and customer-facing status page updates (status.xsolla.com). Support clear, timely communication throughout the incident lifecycle. • During non-incident periods, analyze incident trends, recurring issues, and production bugs — compile data from Datadog, JIRA, and Slack, identify patterns, and contribute findings to regular reports for product and engineering teams. • Publish health reports of critical apps periodically. • Compile incident timelines and draft initial PIR documents for Post-Incident Review preparation. Track PIR action items post-session and flag overdue items to the TSO Lead. • Build and maintain operational automation (alert enrichment scripts, incident templates, Slack workflows, dashboard widgets) and contribute to runbook development — documenting new resolution procedures so they can be repeated by any Operations Engineer on any shift. • Conduct structured shift handoffs covering active incidents, at-risk services, upcoming deployments, and follow-up items. Participate in knowledge transfer sessions with SREs to continuously expand independent resolution capability. • Cover for the TSO Lead during vacations, absences, or emergencies — including severity classification, escalation decisions, stakeholder communications, and basic Incident Commander functions.

Job Title: Real Estate Operations Coordinator Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for leasing cycles, rent collection dates, and maintenance requests) About the Role: Our client is seeking a Real Estate Operations Coordinator to support the daily operations of property portfolios. This role is critical for keeping tenant communications, leasing, maintenance, and reporting organized and compliant. The Operations Coordinator ensures that all property-related processes run smoothly, tenant issues are addressed quickly, and owners receive accurate financial and operational updates. Responsibilities: Tenant Communication: - Respond to daily tenant inquiries (rent, lease terms, maintenance). - Track and log all communications in property management software. - Send reminders for rent due dates, renewals, or compliance notices. Leasing & Documentation: - Draft, review, and process new lease agreements and renewals via DocuSign or Dotloop. - Maintain complete, compliant tenant files (applications, identification, agreements, inspection reports). - Support property marketing by posting and updating listings on Zillow, Apartments.com, and MLS feeds. Property Management Software: - Update and maintain records in systems such as Yardi, AppFolio, or Buildium. - Track rent collections, delinquencies, and late fees. - Generate and reconcile reports (rent rolls, delinquency reports, occupancy trackers). Maintenance Coordination: - Create and assign work orders to vendors. - Track open tickets, confirm completion, and log tenant satisfaction. - Verify vendor invoices against work orders for accuracy. Owner Reporting: - Prepare monthly owner statements, cash flow reports, and occupancy summaries. - Provide weekly updates on vacancies, rent collection status, and outstanding maintenance. Compliance & Quality: - Ensure all leases, notices, and tenant files comply with local/state landlord-tenant laws and Fair Housing regulations. - Maintain audit-ready property documentation. What Makes You a Perfect Fit: - Excellent communicator with tenants, vendors, and property owners. - Organized multitasker who thrives in high-volume environments. - Problem-solver who balances empathy for tenants with protecting owner interests. - Detail-oriented, ensuring all records are accurate and compliant. Required Experience & Skills (Minimum): - 2+ years in real estate operations, leasing, or property management support. - Proficiency in property management software (Yardi, AppFolio, Buildium, or equivalent). - Strong Microsoft Office/Google Workspace skills. - Familiarity with landlord-tenant laws and lease documentation. Ideal Experience & Skills: - Managed portfolios of 100+ units. - Multi-state compliance experience. - Exposure to property accounting workflows (owner statements, security deposits, trust accounts). - Industry experience in residential, commercial, or mixed-use property management. What Does a Typical Day Look Like? A Real Estate Operations Coordinator’s day revolves around ensuring tenants, vendors, and owners are supported and all property processes run smoothly. You will: - Monitor tenant communications and resolve questions about rent, leases, or policies. - Process leases and renewals, ensuring documentation is complete and compliant. - Update property management systems with rent payments, delinquencies, and occupancy status. - Coordinate maintenance requests, tracking tickets from creation through completion. - Prepare reports and statements for owners, ensuring accuracy and timeliness. - Stay compliant by ensuring all files, notices, and tenant interactions align with legal and Fair Housing standards. In essence: you act as the operational hub for property management, ensuring tenants are heard, owners are informed, and portfolios stay compliant and profitable. Key Metrics for Success (KPIs): - Rent collection percentage (target ≥ 95%). - Vacancy fill time (days-to-lease within industry benchmarks). - Maintenance resolution times within SLA. - 100% compliance with tenant documentation requirements. - Owner satisfaction with reporting accuracy and timeliness. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., generate a sample owner statement or process a lease renewal in AppFolio) - Client Interview - Offer & Background Verification