Head of Operations

Our Industry

Property management is an industry bogged down by inefficient processes and misaligned incentives that create a poor service experience for owners. Today, technology is decoupled from operational processes, such as scheduling showings, back-and-forth communication, and managing repairs. Additionally, property managers overpromise on rental prices to get people to sign and have no consequence for slow tenant placement, while owners have months of vacancy and lost income. These inefficiencies lead property-management incumbents to have a 43-day vacancy average, much of which is unnecessary. This leads to an $86 billion annual economic waste in the U.S. alone.

Our Company

Doorstead is pioneering a new class of risk-free property management (i.e. iRenting) that allows landlords to get a rental offer within hours. This upfront guarantee regardless of occupancy (e.g. $5,500/mo starting in 28 days) is disrupting the property management industry with big data and technology operations. The company uses modern data science to efficiently model risk alongside operations technology that enables consistent high-quality service at scale. Doorstead eliminates vacancy risk, makes the market more efficient, and gives property owners true peace of mind.
In one year of operations, we’ve booked 7-figure gross sales, indexed rental prices for over 2.5M properties, and raised $3.3M from top tier investors. We believe that without the smart, hard-working individuals that make up our winning team, we would not be where it is today. We have a once-in-a-lifetime opportunity to reimagine an entire industry and create the right way for today.

Your Role

The Head of Operations will oversee and direct all day-to-day activities to ensure the development and implementation of scalable operations, and a consistent, quality experience for all Doorstead customers. This leader will focus on defining and improving operational policies and procedures, measuring progress and identifying areas of improvement, hiring and mentoring a world-class team, and keeping the operations departments on track to support the high-growth trajectory of the company.

Your Responsibilities

• Oversee all three operations departments at Doorstead: Fulfillment, Servicing, and Workforce.
• Define and implement policies and procedures that will allow Doorstead’s operational departments to scale quickly and cost-effectively from market to market.
• Collaborate with product and product operations teams to determine what technology to build and implement to automate or augment operational processes.
• Develop and direct the management of Doorstead’s Fulfillment and Workforce teams to improve the velocity of properties moving through the rent-ready process and the velocity and quality of prospective tenants moving through the tenant pipeline while sustaining low defect rates, high customer satisfaction, and decreased cost per property.
• Develop and direct the management of Doorstead’s Servicing team to be able to economically support and service thousands of properties under management while preserving Doorstead’s high customer satisfaction and retention rates.
• Monitor department performance and provide weekly business reviews with senior leadership.
• Hire, train, and mentor operations department heads and team leads, and oversee all hiring within the operations departments.
• Collaborate with senior leadership to determine quarterly key initiatives and annual strategic plans for the organization.
  

Your Qualifications

• 3+ years leading a 50+ organization.
• Obsession with optimizing an organization’s efficiency and ensuring exceptional customer experience.
• World-class problem solver and people manager.
• Possess strong communication and leadership skills.
• Ability to manage multiple, competing priorities and teams simultaneously.
• Ability to create top-notch and scalable processes and policies.
• A self-starter and collaborator that has the speed and resourcefulness to get things off the ground, while also having structure and discipline to consistently improve initiatives post-launch.
• Experience implementing and driving self-service, CRM, ERP, and incident management tools for customer support processes.
• Experience within real estate or property management is a plus.
• Experience working at a high-growth startup is a plus.
• Possess company’s values:
  • Owner mentality - High empathy and customer obsession.
  • Athlete mindset - Focused on deliberate practice and building momentum.
  • Lifelong learner - Having an internal compass, continuously learning, and open to providing and receiving feedback.
  • Member of a troupe - Believing in being better together and being on time, every time.
  • Pioneer - Fearlessly breaking through challenges and believing in working hard and smart.