Operations Manager

We need you to be in charge of our Home Search service operations.

Mission

As our Operations Manager, your mission will be :

• to improve our current processes (from Onboarding to Customer Success & Administrative tasks)
• Increase the operating performance
• Keep a high level of customer satisfaction (we currently have a NPS of 79)

You will design & implement new Ops processes (with scalability always in mind) and you will also manage the operations team to ensure best practices are followed.

What you will do

Our goal is to triple the monthly volume of searches we currently close and we need your help to build and enforce the processes to handle this workload.

Your first month

• Because we believe that experience is the best teacher, you will start your new job by performing all the roles inside our operations team to acquire a deep understanding of our processes :
• Home Matcher
• Move In Specialist
• Lead Home Matcher
• You will also interview team members to get feedback on what they think we could improve.

Your first quarter

• With now a clear idea of what the team is currently doing, you will start to :
• Maintain and deploy process automation with Zapier and other tools to ensure the scalability of our processes and improve operational output
• Set the processes & stack: Choose the most appropriate tools and make sure they are correctly implemented within the Ops department
• Manage our knowledge base: You will ensure that our knowledge base is always up to date and that every possible case is accurately documented.

Your first semester

• Mastering all our processes & automation, you’ll now :
• Manage the Home Search Business Unit & improve our unit economics (with a target Gross Margin of 50%)
• Oversee the performance of the entire Operations department by building & monitoring KPIs on both an individual level & a department level for each role

Your Team

• Your manager: you will directly report to Mathieu, COO & co-founder of Settlesweet. He’s the one who implemented most of the process automation & has a clear overview of our processes
• You will be at the service of an awesome team of:
• 3 Lead Home Matchers
• 14 Home Matchers
• 2 Move-In Specialist
• 1 Admin Specialist
• 1 Collection Specialist
• You will also be hiring new members of the team

Competencies

Essentials

• Organized & rigorous: You can sum up a complex process into several little steps while seeking to improve each of them
• Attention to details: You pay great attention to details and edge cases to design robust processes
• Automation skills: You demonstrated an advanced use of automation and no-code tools that helped you automate repetitive tasks
• Ability to pilot a business unit: You know how to read a P&L statement and identify optimization opportunities
• Management skills : You are excited by the opportunity to lead a team of significant size, help them grow and empower them to do their best work

Important

• Communication: You love to document everything perfectly for your coworkers to easily follow the process
• Data-driven: You have a good understanding of how to leverage data to drive Operations Performance
• Basic coding skills: You know how to use a scripting language (JavaScript, Python or Ruby)

Bonus

• Entrepreneurial mindset: You already built a company or joined an early-stage startup
• Real estate enthusiast: You are excited about disrupting a non-digitalized market and are interested in the real estate market

We are looking for a fit with our values

• Always customer first: You always think about the client first when designing a process
• Be humble & curious: You do not like to brag and are always willing to grow
• Get things done: You have the get things done mindset. For you, done is better than perfect
• Go the extra mile: You pay attention to the small details that make the difference
• Be bold: You are autonomous and proactive