Owners is a business in a box platform for local service companies. We are focused specifically on home services, representing a $600B industry, and low-complexity and high-repetition verticals such as cleaning, landscaping, and handyman services. We currently support 1000+ business owners in all 50 states.
Position Overview: Head of Operations
As the Head of Operations for Owners, you will be responsible for overseeing and optimizing the operational aspects of our business to ensure smooth and efficient day-to-day operations. You will lead a team of operations professionals and work closely with cross-functional stakeholders to streamline processes, improve scalability, and enhance customer satisfaction.
Operational Strategy: Develop and implement operational strategies aligned with the company's goals and objectives. Identify areas for improvement, increased efficiency, and cost reduction.
Process Optimization: Review and optimize operational processes across departments, including customer onboarding, support, billing, and service delivery. Streamline workflows to enhance productivity and minimize bottlenecks.
Quality and Compliance: Ensure compliance with industry regulations and internal quality standards. Implement measures to maintain a high level of service quality and customer satisfaction.
Cross-Functional Collaboration: Collaborate closely with the Product, Engineering, Sales, and Customer Support teams to align operational initiatives with overall business goals. Foster strong communication and cooperation across departments.
Customer Experience: Lead efforts to improve the customer experience by understanding pain points, gathering feedback, and implementing improvements in collaboration with relevant teams.
Data-Driven Decision Making: Utilize data and analytics to identify operational trends, measure performance, and make data-driven decisions to optimize processes and resource allocation.
Performance Metrics: Define and track key performance indicators (KPIs) related to operational performance. Regularly analyze metrics to drive continuous improvement and monitor progress.
Resource Management: Effectively manage resources, including staffing levels, training, and performance management. Ensure the team is equipped to meet operational demands and provide exceptional service.
Risk Management: Identify operational risks and implement measures to mitigate them. Develop contingency plans to address potential disruptions.
Vendor Management: Oversee relationships with external vendors and service providers. Evaluate their performance and negotiate contracts to optimize value.
Qualifications and Skills:
Experience: Minimum of 5 years of experience in operations management, preferably in a SaaS startup environment or the home services industry.
Leadership: Proven track record of leading and managing operations teams, with a focus on driving process improvements and achieving operational excellence.
Analytical Skills: Strong analytical and problem-solving skills with the ability to use data to identify opportunities for improvement.
Cross-Functional Collaboration: Demonstrated ability to collaborate effectively with multiple teams and stakeholders to achieve common goals.
Strategic Thinking: Ability to think strategically and develop long-term plans to support business growth and scalability.
Customer-Centric: A commitment to delivering exceptional customer experiences through operational excellence.
Communication Skills: Excellent verbal and written communication skills to convey complex ideas clearly to diverse audiences.
Adaptability: Comfortable working in a fast-paced, dynamic startup environment and managing multiple priorities effectively.
Industry Knowledge: Familiarity with the home services industry and an understanding of its unique operational challenges is a plus.
Join us on our journey to revolutionize the home services industry with streamlined operations and exceptional service. Apply now and help shape the future of our company!