Head of Operations New York City



New York, NY, USA
Posted on Monday, October 23, 2023

Head of Operations

New York City
Salary Range
$120,000 - $150,000
Company Overview:
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.
Key Responsibilities:
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!

To apply for this role, please send your LinkedIn profile and a cover letter to michel@joinowners.com.