About the Role: As a Field Operations Manager, you will be a key influencer and leader within an early-stage company, reimagining the home services industry. This role focuses on managing a team of handypersons who service homes within a single neighborhood, fostering a sense of community and delivering top-notch service to our members.
Responsibilities: People Management: Directly supervise and lead a team of 15-20 handypersons in the field. Conduct regular 1:1s and regional team meetings, both remote and in-person. Cultivate a strong team culture aligned with the broader mission. Training and Performance: Monitor daily reports, member feedback, and metrics to identify strengths and weaknesses. Provide coaching and training to enhance task and visit readiness. Train employees across various maintenance and repair disciplines. Scheduling and Escalations: Build and monitor schedules to maximize team utilization, reduce downtime, and ensure on-time arrivals. Handle call-outs, 2-person jobs, and extended visits. Lead operations-side member escalations, ensuring timely resolution. Scope of Work and Troubleshooting: Pre-scope tasks and appointments to address potential issues proactively. Provide on-call troubleshooting support to the field team for real-time issue diagnosis and resolution. Recruiting and Onboarding: Manage the recruiting pipeline to meet regional volume demands. Collaborate with the General Manager on recruiting strategies. Refine onboarding processes, including training and shadowing, to ensure new hires are ready for fieldwork. Market and Operations Development: Work with the General Manager to develop and implement operational and market-level projects. These projects aim to increase membership, enhance team performance, optimize costs, expand the vendor network, and improve employee morale and tenure. Requirements Qualifications and Compensation: Experience: Minimum of 15 years in home/property maintenance, construction, or general contracting. Leadership: Minimum 5 years of experience managing remote teams and proven ability in hiring, training, and retaining employees. Customer Service: Minimum 5 years in customer-facing roles with a focus on delivering excellent service and resolving escalations. Licensed: Active General Contractor license preferred. Competencies: Proven leadership with experience managing remote teams. Strong coaching skills to build culture and navigate difficult situations. Expertise in property maintenance, with general contracting experience being a bonus. Highly organized and disciplined with a knack for process optimization. Ability to prioritize effectively and thrive in an ambiguous startup environment. Analytical mindset with proficiency in data analysis and KPI tracking. Ownership mentality, taking initiative to support members year-round. Technical proficiency to navigate various software tools. Salary: Commensurate with experience, ranging from $85,000 to $110,000 per year.
Benefits: Medical, Dental, Vision 401k Flexible Spending Account (FSA) 25%-50% Work from Home Flexible Time Off Policy Mileage Reimbursement Benefits Industry Standard Benefits
