Chief Operating Officer (COO) - Scaling UK Short-Let Management Franchise

Company Overview

Pass the Keys, founded in London in 2015, provides homeowners with a hassle-free way to rent out their properties on platforms like Airbnb by managing listings, revenue, guest services, cleaning, and maintenance. The company has grown from managing 300 properties in 10 cities to a franchise network spanning 50+ locations across the UK and Spain with over 1,700 properties under management. Known for its tech-focused approach and exceptional service quality, Pass the Keys is one of the leading short-let management operators in Europe and aims to expand to a £100m net booking value and eventually reach £1 billion annually.

Role Summary

The Chief Operating Officer (COO) will be based in London, working three days per week onsite near Bank Station and remotely the other two days. Reporting directly to the CEO/Founder, the COO will oversee the senior leadership team managing sales, marketing, technology, operations, and franchise success. This role centers on translating strategic vision into operational execution, driving accountability, and scaling the business internationally.

Key Responsibilities

• Collaborate with the CEO and senior management to define company strategy and objectives.
• Manage overall company growth and profitability by overseeing team P&Ls and resource allocation.
• Lead process improvements and project prioritization to optimize operations.
• Wear multiple hats and contribute hands-on when necessary.
• Engage with external stakeholders such as OTAs, technology partners, suppliers, and industry bodies.
• Navigate regulatory and compliance challenges impacting the business.
• Analyze operational data and KPIs to enhance performance.
• Lead recruitment, development, and retention of high-performing global teams.
• Build a strong, collaborative company culture with clear accountability and operational processes.
• Implement remuneration and bonus schemes, HR policies, and team management practices.
• Scale operations to ensure success for guests, hosts, and franchise partners through quality standards and training programs.
• Make strategic commercial and operational decisions to support growth goals.

Candidate Profile and Experience

The ideal candidate will have demonstrable success in senior operations leadership roles with a strong command over strategy execution, team leadership, and operational scalability. Experience with franchising, property management, short-term rental or hospitality sectors, and expansion into international markets is advantageous.

Essential Skills and Traits

• Exceptional emotional intelligence and empathetic leadership.
• Talent mentoring and development capabilities.
• Skilled communicator with clarity, confidence, and influence.
• Strategic problem solving and quick, adaptive change management.
• Strong stakeholder relationship management.
• Commercial acuity with sound judgment and independent decision-making.
• Operational efficiency focused on building scalable systems.
• Developing and monitoring KPIs and process optimization expertise.
• Highly self-motivated, flexible, and data-driven approach with a strong sense of ownership.

Personality Attributes

• Driven by team success over individual accolades.
• Open-minded and receptive to feedback and diverse ideas.
• Ambitious, analytical, and eager to execute.
• Versatile, able to adapt leadership styles appropriately.

Interview Process

• Multiple interviews with the CEO.
• Personality assessment.
• Engagement with senior management team members.
• Presentation to the company team.
• Meeting with the board of directors.
• Reference checks with former managers and colleagues.

Application Instructions

Applicants are requested to submit their CV alongside a brief cover letter explaining their alignment with this leadership role, their guiding principles, and how they can contribute to the company's expansion plans. Interviews will be conducted during the latter half of August 2026.

Compensation and Benefits

• Competitive salary package.
• Equity share options.
• 33 days of paid leave including bank holidays and birthday off.
• Flexible working arrangements with a hybrid office model.
• Enhanced parental leave benefits.
• Improved pension contributions.
• Opportunity to work in a mission-driven startup environment.