Operations Manager | Home Inspections & Repair Pricing

Operations Manager, Home Inspections & Repair Pricing

About Us: At Belong, we're on a mission to redefine the long-term rental experience by infusing technology and innovation into the real estate industry. As a fast-growing series-C tech startup, we are dedicated to creating a rental experience that makes residents and homeowners feel valued and empowered. We believe in challenging traditional property management models and are committed to maximizing operational efficiency and delivering exceptional results.

About the Role: The Operations Manager, Home Inspections leads a team of 4 people and is responsible for all our Home Inspection operations as well as Repair Report Pricing Estimates, ensuring an efficient and member centric process, enabling the gathering of all information necessary about every single Belong home in our network.

The Opportunity: 

The Head of Home Maintenance at Belong is a mission-critical role based in Miami, reporting directly to the COO. You are a proactive, collaborative problem solver with a passion for data-driven decision-making. Leading a team of 10 individuals that will scale along with the business, you'll oversee a 7-figure revenue business unit for Belong with P&L responsibilities and a charter to maintain the properties in our growing network of long-term rentals while simultaneously providing an amazing experience for our members. While we can’t control when things break inside of a home, we can control how we handle those situations for our residents and homeowners, and how we treat our members on both sides of the network throughout the process of returning the home to its original condition. 

Working hand-in-hand with cross-functional teams at Belong including Product & Engineering, Account Management, Home Improvement teams, and more, you'll lead a department pivotal to homeowner and resident satisfaction, including setting the strategic direction for home maintenance at Belong, as well as managing the day to day volume of home maintenance issues that arise. 

Responsibilities:

- Inspect Homes Quickly Delivering 5-Star Experiences: Reduce on-boarding friction for Homeowners. Lead a high-performing function that operates proactively executing all tasks required to inspect Belong Homes providing an extremely delightful experience to homeowners, while gathering all the critical information that’s needed in order to on-boarding a Belong Home to our network. Fast, reliable and technology first.

- Repair Report Pricing: Responsible for fast and accurate pricing of repair reports based on completed home inspections. Our goal is to centrally price home repairs as accurately and quickly as possible to help increase the speed of homeowner approval, and reduce the number of repairs that get ‘re-priced’ after a GC has visited the property.

- Define & Improve How we Work: Maintain a robust set of partnerships with inspections Networks Nationwide and/or larger partners to ensure Belong Homeowners receive timely, accurate and market-priced Inspection Reports. Drive cross-functional improvements with internal and external teams on new product features and process changes based on learnings derived from member interactions, focusing on enhancing team efficiency, the member experience, and Net Promoter Score (NPS).

- Data Driven Team Performance: Monitor and analyze team performance making informed decisions about operational and procedural changes and hiring plans to optimize performance and align with the budget. Define operational metrics for the team, establishing a system for tracking metrics, setting the cadence for review within the team, and exposing a subset of key metrics to the executive team.

- Accountability & Communication: Consistently deliver positive results vs. our company targets and communicate proactively at all times, regardless of the status of a project or work-stream. Maintain team staffing and performance levels in accordance with our goals, and provide visibility throughout the organization on the health and status of our member success & support efforts, including frequently updated reports on experience metrics as well as escalation issues, root cause analysis.

- Broad view of collaboration and outcome: This leader is responsible for the output of the inspections team, and their neighbor organizations: Leasing, Sales, On-boarding, Concierge, and In Home Care, which implies close collaboration with their leaders, teams as well as partnership with the engineering and product team to deliver comprehensive technology solutions that improve performance and reduce cost of service delivery.

- Team Leadership: Train, mentor, and when needed recruit, a high-performing team of associates and specialists, reinforcing a culture of collaboration, excellence, and continuous learning.

- Compliance and Ethics: Ensure all operations adhere to industry standards, regulations, and company ethics, upholding Belong’s commitment to responsible business practices.

Preferred Qualifications:

- Education: Bachelor’s degree in Business, Operations Management, Construction Management, or related field. Master’s degree is a plus.

- Experience: Minimum of 3-7 years of relevant work experience, with at least two years in a managerial role overseeing operations, project management, or quality assurance.

- Technical Proficiency: Advanced skills in Excel/Google Sheets, and familiarity with project management software and tools.

- Industry Knowledge: Prior experience in real estate, property management, or residential construction is highly advantageous but not required.

- Leadership Skills: Demonstrated ability to lead and manage a team, focusing on mentorship and professional development.

- Communication: Excellent written and verbal communication skills, including the ability to interface effectively with cross-functional teams and external stakeholders.

- Certifications: Project Management Professional (PMP) or other relevant certifications are a plus but not required.

Who You Are:

The right person has between 3-7 years of experience in a detail oriented and fast paced operations role within a customer facing technology business, with at least 1  year in a managerial role overseeing operations, project management, quality assurance and third party partnerships/vendor management.  They should have a history of building and managing customer facing teams that operate with the highest level of rigor.

Spanish language is advantageous, but not required. Background in operations, industrial engineering is a major plus with preferred experience in working at a venture backed or fast growing startup. Needs to be able to roll up their sleeves to get into the weeds of the business, while also thinking strategically about systemic improvements we can make to the home inspections function.

- Data-Driven: You possess advanced proficiency in Excel/Google Sheets and can derive meaningful insights from data to drive strategic decision making.

- Project Management Expert: You excel at managing multiple accounts and tasks simultaneously, ensuring smooth project execution and timely delivery.

- Fearless Problem Solver: You thrive in tackling new challenges head-on, approaching them with optimism and relentless problem-solving skills.

- Detail-Oriented: You are meticulous in organizing and maintaining information, leaving no room for oversights in your work.

- High Energy and Persistent: You possess unwavering determination and resilience, allowing you to overcome obstacles and persevere.

- Humble and Gritty: You have a down-to-earth attitude and are open to feedback, willing to get your hands dirty when needed.

- Self-Motivated: You are a self-starter who can work independently and achieve goals with minimal supervision.

- Efficiency Champion: You proactively seek opportunities to improve efficiency and streamline processes.

- Exceptional Communicator: You have strong interpersonal skills that allow you to work well with cross-functional teams and external vendors, nurturing relationships while persuading and influencing outcomes.

- Customer-Centric: Your member-obsessed mindset ensures you always prioritize homeowner and resident experiences in your decision-making process.

- Adaptable: In a fast-changing environment, your agility and versatility allow you to pivot when necessary, embracing change as an opportunity for improvement.

- Ethical and Transparent: Your integrity and openness make you a trusted leader, and you understand the importance of transparent communication in complex projects.

Our Virtues: At Belong, our virtues are more than words; they are the foundation of our professional growth and the driving force behind our collective success.

We are one team: Being part of 'One Team' means fostering an environment of trust, collaboration, and open communication—skills critical for effective teamwork and leadership.

We Elevate Standards: 'Elevating Standards' serves as our collective commitment to ongoing improvement, creativity, and a culture of excellence. This prepares us for challenges, fuels our innovation, and opens doors for career advancement through learning and mentorship.

We seek Clarity of thought: Our focus on 'Clarity of Thought' enables us to set positive examples, resolve conflicts, and think ahead. This virtue enhances our day-to-day decision-making and cultivates the humility and openness necessary for personal and professional growth.

We are Member Obsessed: Being 'Member Obsessed' compels us to make customer-centric decisions, an essential quality for anyone aiming to excel in roles that require customer interaction or strategy planning.

We own End to End: By Owning processes and solutions, 'End to End' means taking full responsibility from the start of a project to its completion, a skill invaluable for project management and leadership roles.

Location: Miami, FL (5 days per week in office)

Hours: 10:30 am - 7:30 pm ET preferred

We look forward to hearing from you

If you are ready to take your career to new heights and make a significant impact at Belong and the experience of our Home Owners and network then we would love to hear from you! Join us at Belong and be part of reshaping the future of the real estate industry.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.