Operations Analyst (Remote)

About the role

SUMASUMA is a commercial real estate owner and operator that offers two products: Concierge, a 5-star hospitality-style communications layer, and Performance, an intelligence platform. This full-time, permanent, remote Operations Analyst role combines working directly with customers on their properties and helping improve the company's systems and operations. It is based on US business hours (Eastern or Pacific) and includes training on live work from the first week.

Key responsibilities

• Serve as the day-to-day point of contact for supported owners and operators, from onboarding to regular reporting.
• Manage communication across email, text and phone, routing requests between tenants, vendors, property teams and owners and turning each into clear next steps.
• Schedule vendor and access requests and follow them up until fulfilled and confirmed.
• Track deliverables, flag issues early and close the loop with clients.
• Escalate safety issues, spending decisions and anything unusual quickly and clearly.
• Improve systems and reduce manual work by mapping workflows, testing new features and turning frontline insight into automations and product improvements.

Required profile

• Excellent written and spoken English, communicating clearly and confidently with clients and vendors, even when upset.
• Hospitality instinct and a focus on how people feel after every interaction.
• Systems thinking, pattern spotting and root-cause problem solving.
• Highly organized, proactive and quick to learn new software.
• Early in your career and wanting to grow with a mission-driven company.
• Client-facing, customer success or property management experience is a plus.