Field Operations Manager

Honey Homes is a new membership service for homeowners that proactively addresses the everyday to-do’s, ongoing maintenance and unexpected repairs that come with homeownership. Members are paired with a dedicated handyperson and a simple app to coordinate. We’re on a mission to make home upkeep effortless, replacing hassle and stress with the joy that comes from comfortable living.

Our team is made up of passionate individuals who have made significant impact at companies such as Airbnb, Google, Opendoor, Yelp, Zillow, and Uber. We're backed by Pear.vc, Khosla Ventures, and the co-founders of Doordash, Lyft and Opendoor.

Check us out at www.honeyhomes.com

You will be managing our handypeople, who are full time employees. Each Handyperson services homes within a group of neighborhoods, and is a part of the community in which they serve. Their members rely on them to deliver high quality service, complete their tasks efficiently, and be a true partner in taking care of their homes. Honey Homes supports them with technology to streamline communications and keep them focused on what they do best - helping our members.

This is a unique opportunity to be an influencer join an early-stage company that is reimagining the home services industry.

• Team Management: Manage up to 25-30 handypeople in the field. Regularly host 1:1s and regional team meetings, both remotely and in-person. Foster a culture that aligns with the broader Honey Homes mission and organization.
• Recruitment and Onboarding: Partner with recruiting stakeholders to maintain a recruiting pipeline that meets regional volume demands. Oversee the recruitment process, including lead generation, resume review, and interviewing. Manage and improve the onboarding process for new hires.
• Training and Performance Management: Monitor incoming reports and member feedback to identify team strengths and weaknesses. Provide appropriate coaching and training. Enhance task readiness and train employees in various operational procedures and support in maintenance and repair disciplines.
• Champion a culture of hospitality: Ensure that all team members are acting as partners to the members they serve in up-keeping their homes. Do this by setting an example of what great customer interactions look like and train your team to do the same. Measured by customer retention, appointment feedback, Net Promotor Score (NPS) and referral rate.
• Drive Daily Operational Excellence: Ensure your team is set up to be successful for all upcoming visits by reviewing upcoming tasks and preparedness of your team. When the work on a visit doesn’t get completed, promptly follow up with the customer to bring jobs to resolution. Do this by following and improving upon operational processes as well as holding a high standard for your team’s performance.
• Scheduling and Handling Escalations: Use internally built tools and systems to develop schedules that maximize utilization and on-time arrivals, balance call-outs, and accommodate for 2-person jobs and extended visits. Own the resolution of member escalations in your assigned territory with empathy and urgency.
• Scope of Work and Troubleshooting: Identify potential issues ahead of visits and provide solutions. Offer on-call troubleshooting support to the field team to help diagnose and resolve real-time problems.
• Post Visit Follow up: Ensure a follow up is scheduled for all tasks that aren’t completed on a visit and that a resolution will be achieved at the follow up to minimize lingering work in progress jobs.
• Market Development: Collaborate with the General Manager to develop and implement operational and market-level projects. These projects aim to increase membership, improve team performance, enhance business models, and boost employee morale.

• Experience. Minimum of 10 years operations experience including minimum of 3 at a fast-growing operationally-heavy startup. Early employee who built processes would be ideal. Project management and work order experience a bonus.
• Leadership. Minimum 5 years as a people manager with team sizes larger than 8, including managing distributed field teams. Must have proven ability in hiring, training, and retaining employees.
• Proven Operator. Proven ability of hitting and exceeding operational metrics in fast paced and high pressure environments.
• Customer Service. Minimum 5 years in roles engaging with customers, leveraging customer service skills to deliver delight and resolve escalations quickly and completely.
• Field Ready. Ability to drive in personal vehicle to be with team on jobsites throughout the region, spending on average 50-60% of the time in the field, remainder from home office. Must possess a valid Driver’s License and reliable transportation.
• Licensed. Holding an active General Contractors or Project Management Professional license is a plus.

• You lead with empathy. Hospitality is a key component of our culture and is easier said than done. You have proven examples and can demonstrate that hospitality towards customers and employees is a part of your leadership style.
• You act like an owner. You do what it takes to support our members throughout the year.
• You solve problems from first principles. You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.
• You prioritize all day long. You understand what's the most important thing to be working on for the long-term benefit of our members, and make sure it gets done.
• You drive efficiency: You build repeatable playbooks that are continually improved. You share clear, concise and frequent updates with your team.
• You’re a multi-project manager. You excel at managing projects, big and small, through their stages of development, oh and did we mention yet that you need to do that for several projects simultaneously.
• You’re unafraid of ambiguity. Rapid change and learning is exciting to you, and you thrive in ambiguous, startup environments.
• You’re calm under pressure. You maintain stable performance when under heavy pressure or stress and have proven experience of leading lead teams through high pressure situations.
• You’re analytical. You let data win arguments and are able to interpret dashboards to make data-driven decisions.
• You have exposure to home ownership challenges. You have some personal, relevant experience around home ownership or home maintenance.

• Compensation. Commensurate with experience and the degree to which qualifications match role requirements, annual salary range $85k-$110k.
• Benefits. Medical, Dental, Vision, 401k, FSA, partial Work from Home, Flexible Time Off Policy, Mileage Reimbursement.
• Start-Up Equity. Stock in a growing company!