Program Associate

The Role

Kasa is seeking a Program Associate to help operationalize the projects that keep our hospitality operations running well and improving. You're a generalist at heart, someone who loves trying new things and learning on the fly, and this role rewards exactly that: you'll flex across a wide range of work, from overhauling an SOP, to project managing a launch alongside the launch team, to helping scope product and tooling improvements with the teams who build them.

 

Change management is at the center of this role. Most of what you deliver will change how a team already works. You'll own the rollout, the adoption, and the follow-through. You'll partner closely with program leads, portfolio teams, and Product. That means reading detailed product specs and user guides, then pulling out what actually matters for each operational role. A Support Specialist and a Housekeeping lead need different things from the same launch, so the guide you write for each should show the moment they'd reach for the feature and what they'd do with it. You'll also keep the details from slipping between teams.

 

You're organized and proactive in your communication. You write updates even when there isn't a major update, because you know stakeholders need to understand where the work stands, where it's headed, and what decisions have already been made. You document clearly, communicate consistently, and use data to support your recommendations and track progress.

 

We're looking for someone who is genuinely data-forward, comfortable looking honestly at their own projects and asking what worked, what didn't, and what to do differently next time. Though this role is remote, occasional travel to Kasa Portfolio Properties will be necessary for implementing solutions, testing changes, and testing onsite.

About the Team

This role is in our Hospitality Programs department, with close ties to teams across Kasa. While the Hospitality Programs team has a broad set of backgrounds in hospitality, real estate, technology, and beyond, everyone joined Kasa because they're passionate about ensuring our guests, property partners, and neighbors receive reliable and consistent high-quality service during each interaction.

Day in the life of a Kasa Program Associate

As a Program Associate, you'll move between projects at different stages, owning execution on some and supporting the team on others. On any given week you might be:

 

Delivering on Operations Projects

• Own the execution of assigned operational projects end to end, from kickoff through rollout and adoption.
• Overhaul and rewrite SOPs and operational documents so they're clear, current, and actually followed.
• Utilizes AI to automate health checks on documentation and automate deliverables.
• Help scope product and internal tooling improvements, translating operational pain points into clear requirements for the teams who build.
• Utilizes AI to help come up with solutions that translate to better workflows and operations for our onsite teams.

Change Management

• Own change management for every rollout. You'll identify who's affected, train them on what's changing, and verify adoption after launch.
• Flag problems early. Don't wait until a project is visibly late to say something.
• Act as a bridge between on-the-ground realities and program-level strategy, surfacing what's working and what isn't.

Data & Self-Review

• Define what success looks like before a project starts, and set clear measurement criteria against it.
• Track your outcomes and deliver retros to inform the next project. Ever