City Manager - Home Maintenance Services

Our client is a well-funded, fast-growth consumer services & technology startup that is transforming the way home maintenance is performed. Having expanded throughout Texas already, they are looking to launch in Denver and Colorado Springs and are looking for a City Manager to run operations in their first location outside of Texas. 

The Austin City Manager - Home Maintenance Service will be the primary point of contact in Denver for all field and central operations personnel. This individual will emulate the brand and is responsible for maintaining the integrity and quality expectations in our first expansion market. You are a self-starter, able to manage multiple agendas simultaneously, and are passionate about the growth and success of our first expansion location outside of Texas.

This is a full-time/permanent position with Salary, Benefits and Stock Options. 

Responsibilities:

• 25% Onboarding / Training Home Maintenance Managers, new hire paperwork and documentation, training guide and systems training, field training, brand overview, and customer interactions/expectations.
• 25% Field Work: Support Home Maintenance Managers with complex repairs or unfamiliar repairs through attending service calls and providing on-the-spot assistance and training. As the location is ramping up, the ability to support service calls and take on service capacity to meet member demands.
• 25% Operations Leadership: Coordinating and leading all city launch and ongoing operations activities from negotiating leases to purchasing supplies, company vehicles, etc. 
• 15% Field Escalations, callbacks, and retraining. As the City Manager you will play an integral role in supporting quality and as a result will support customer escalations, callback coordination, and decision-making and retraining efforts
• 10% Vendor Support & Sourcing Meet with local vendors that we have partnered with as needed to support Contractor Management services.
• Miscellaneous
• NPS Performance Continuous focus and improvement on NPS performance in the location. Target 80 NPS Score
• Customer Retention Support customer retention efforts and follow-up efforts with the field team to maintain 20% member retention (churn) in the location

Requirements:

• 5 Years of experience in the Home Services / Home Maintenance space. Knowledgeable on basic home repairs - Appliances, Basic Plumbing / HVAC, Carpentry, and Handyman type jobs. 
• Previous experience leading and training team members
• Great communicator. Great listener. Great people skills and customer-facing.
• Entrepreneurial and interested in joining a fast-growing, well-funded startup. 
• Self-driven and Self-Motivated. 
• Local to Greater Denver, CO 

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