Onboarding, Optimization & Training Coordinator - Blue Gems (Remote - LATAM)

Onboarding, Optimization & Training Coordinator @ Blue Gems Management | Remote – Latin America COMPANY DESCRIPTION Blue Gems Management is one of Florida's fastest-growing vacation rental management companies. We specialize in delivering five-star guest experiences while maximizing homeowner returns through exceptional hospitality, operational excellence, and proactive property care. Our team manages a fast-growing portfolio of vacation homes with a relentless focus on cleanliness, maintenance, guest satisfaction, and owner trust. At Blue Gems, we move fast, solve problems before they happen, and hold a high standard for service and accountability. We're building a remote-first team of operators and hospitality professionals across Latin America who take ownership, lead with integrity, and thrive in a fast-paced, high-performance environment. THE ROLE Blue Gems Management is looking for a sharp, systems-minded Onboarding, Optimization & Training Coordinator to own the journey of bringing new homes into our portfolio — from the moment a contract is signed to the day the property goes live and starts booking across every major OTA. This is a high-impact, cross-functional role with three connected missions. You'll be the architect behind seamless property launches, the engine driving continuous process improvement across the company, and the coach who keeps our Guest Communications team sharp through ongoing training. If you love turning chaos into clean systems, obsess over the details, and get energized by building things that scale — this role was made for you. You won't just execute a checklist; you'll design the playbook everyone else follows. WHAT YOU'LL OWN Onboarding Lead the end-to-end onboarding of a rotating portfolio of homes — from signed contract to live and accepting reservations on OTA websites. Be the homeowner's trusted guide and primary point of contact throughout onboarding: welcome calls, status updates, and quick, friendly responses to every text, email, and call. Build and manage the workflows, systems, pipelines, and priorities that get a home ready to go live. Keep the onboarding tracker updated daily so every stakeholder always knows exactly where each property stands. Set homeowners up across all relevant platforms — including Stripe, OwnerRez, and others. Create and optimize listings across all required OTA websites, and ensure existing properties are fully listed everywhere they should be (the platform list will evolve, and you'll evolve with it). Coordinate cleaning, inspections, photography, pool maintenance, pest control, lawn care, and any other vendors needed to get a home guest-ready — and secure homeowner approval on required items. Connect with previous management — prior property managers, vendors, and service teams — to ensure a clean, complete handoff. Reach out to HOAs and communities to nail down the details: parking, amenities, guest access, and any local requirements. Track onboarding KPIs to keep the process — and yourself — improving every cycle. Partner closely with your Onboarding Manager, who'll provide support, training, and the occasional curveball. Optimization & Process Improvement Drive efficiency across the company and cultivate a culture of continuous improvement. Analyze Blue Gems processes and operations to propose smarter workflows, new systems, and meaningful improvements. Lead continuous-improvement initiatives end to end — from spotting the problem to implementing and standardizing the fix. Provide direction and guidance to teams to ensure solutions are adopted and followed by everyone. Monitor progress, track KPIs, and deliver clear, regular updates to leadership. Champion best practices, methodologies, and tools that raise the bar across the organization. Promote consistency and standardization across functional areas. Stay ahead of industry trends and surface new opportunities to improve. Run training sessions and workshops to spread continuous-improvement methodologies across the team. Partner with teams to diagnose issues, design solutions, implement recommendations, and measure the business impact. Continuing Education & Training Plan, build, schedule, and deliver continuing-education courses and materials for the Guest Communications team. Map out training plans, schedules, and programs, and continuously seek out modern methods and best practices. Research curriculum and stay current on developments across the industry and competitors. Gather feedback from leadership and team members on completed training, and use it to make every session better than the last. Measure retention with assessments and quizzes on course material. Create printed and instructional materials for ongoing training. Meet regularly with leadership to proactively identify topics and areas that need additional instruction. Deliver full-scope training — from analyzing company needs to lesson planning, development, and rollout. Assess training effectiveness and measure its impact on team-member skills and KPIs. WHO YOU ARE A natural organizer who turns moving parts into clean, repeatable systems. Proactive and solutions-oriented — you spot problems early and fix them at the root. An excellent communicator who makes homeowners feel taken care of and teammates feel aligned. Detail-obsessed, with the discipline to keep trackers, timelines, and follow-ups airtight. Energized by improvement — always asking "how could this work better?" Comfortable juggling many properties, vendors, and deadlines at once without dropping a ball. Tech-savvy and quick to learn new platforms and tools. Self-directed and dependable in a fully remote environment. WHO YOU ARE NOT Someone who needs constant direction or supervision. Easily overwhelmed when several things move at once. Reactive instead of proactive. Uncomfortable owning a process from start to finish. Someone who lets details — or follow-ups — slip through the cracks. MUST-HAVE QUALIFICATIONS Fluent, professional English (written and spoken) — you'll communicate directly with U.S.-based homeowners. Strong organizational and project-management skills. Excellent communication and interpersonal abilities. Experience coordinating multiple stakeholders, vendors, or workflows simultaneously. Ability to diagnose process issues and implement solutions quickly. Comfort learning and working across multiple software platforms. A reliable computer, stable high-speed internet, and a quiet remote workspace. Availability to work U.S. business hours. NICE-TO-HAVE QUALIFICATIONS Experience in vacation rental, short-term rental, hospitality, or property management. Familiarity with OwnerRez, Guesty, Hostaway, Breezeway, Lodgify, or similar STR software. Familiarity with Stripe or other payment/onboarding platforms. Experience designing SOPs, training programs, or process-improvement initiatives. Background in operations, project coordination, or continuous improvement. SUCCESS METRICS Success in this role will be measured by: Homes onboarded and taken live on time, with no gaps in the pipeline. A smooth, high-confidence homeowner onboarding experience. Accurate, complete listings live across all applicable OTA platforms. Measurable efficiency gains from process-improvement initiatives. Strong adoption and standardization of new systems across teams. High training retention and improved Guest Communications performance. Consistently up-to-date trackers and clear stakeholder communication. WHAT SUCCESS LOOKS LIKE First 30 Days Learn Blue Gems' onboarding systems, workflows, tools, and standards. Build relationships with the Onboarding Manager, teammates, and key vendors. Understand the full onboarding pipeline and homeowner experience end to end. First 60 Days Independently manage onboarding for your rotating portfolio of homes. Keep trackers, vendor coordination, and homeowner communication running smoothly. Begin surfacing process-improvement opportunities and early training ideas. First 90 Days Own the onboarding process with confidence and consistency. Lead at least one meaningful process-improvement or standardization initiative. Launch or refine a continuing-education program for Guest Communications. CLARITY OF ROLE OWNERSHIP Owns: End-to-end property onboarding, contract to live. Homeowner onboarding experience and communication. OTA listing creation and accuracy. Vendor coordination for go-live readiness. Onboarding tracker and pipeline visibility. Process-improvement and standardization initiatives. Continuing-education training for Guest Communications. Does Not Own: Revenue strategy and pricing. Marketing initiatives. Company financial strategy. Real estate sales operations. COMPENSATION & GROWTH Compensation Monthly compensation of $1,400–$2,000 USD, based on experience. First compensation review after a 90-day training period. Bi-annual compensation reviews thereafter, tied to performance and growth. Why It's a Great Opportunity 100% remote — work from anywhere in Latin America. A foundational role with real ownership and visible impact. Direct exposure to leadership and a clear path to grow as the company scales. A fast-paced, supportive, growth-oriented team that values initiative. SCHEDULE Full-time position. U.S. business hours. Some flexibility based on onboarding and operational demands. WHY JOIN BLUE GEMS MANAGEMENT? At Blue Gems, you'll help build the systems that power one of Florida's fastest-growing vacation rental companies — from anywhere in Latin America. This is a rare chance to own a role that touches onboarding, operations, and training all at once, with the autonomy to make it your own and the support to grow fast. If you love building clean systems, raising the bar, and seeing your work make a direct impact — we'd love to hear from you.