Role: Maintenance Operations Manager

Our Industry
There are 20 million single-family residences (SFRs) in the United States, more than 19 million of which are owned by 15.5 million “very small investors,” individuals or families who own one or two units. For these rental property owners, there is little in the way of data or technology to help them understand the market rental rates for their property, find and market to the highest quality prospective tenants, and manage the ongoing maintenance of their rental units with minimal headache. Pain points like these are why more than a third of all SFR owners turn to property managers for help.

Full-service property management for SFRs is a hyper-local and highly fragmented business. And just like the owners, property managers have little in the way of data, tools, and automated processes to enable them to scale and work smartly. Further, there is a misalignment of incentives between traditional property managers and the owners they represent – managers can promise a high rental rate to win the business, but do so without consequence if they secure a lower rate. They pitch fast leasing timeframes but have no skin in the game when vacancies stretch from weeks to months. Missteps on both of these fronts come at a high cost; they often are the difference between a homeowner making or losing money on their rental property each year.

Our Company

Doorstead (CA DRE# 02089344/ WA DRE# 21034868) is here to address these pain points and more which have long been considered “unfixable” by property owners. Doorstead is a full-service, digitally-driven property management company that puts both the owner and tenant customers at the center of what they do. For owners, the company eliminates uncertainty by guaranteeing market rents and putting a cap on vacancy before they find a tenant. This upfront guarantee gives owners peace of mind while aligning the incentives of the owner and manager. We invested early in building local data sets and machine learning models, leveraging tens of attributes for a given home to predict market-clearing rents that minimize vacancy while maximizing owner cash flow.

In less than 2 years of operations, we’ve booked 8-figure gross rents, indexed rental prices for over 10MM properties, and raised $17M+ from the investors who backed Redfin with participation from executives at Opendoor and Uber. 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
Your mission as Maintenance Operations Manager is to reinforce Doorstead’s value proposition by providing outstanding maintenance services to our owners and tenants, resulting in high customer satisfaction and retention. You will oversee both onshore and offshore teams of maintenance coordinators and associates that provide owners and tenants with maintenance coordination services seven days a week. You will work cross-functionally with our vendors, workforce, and servicing ops teams to ensure all maintenance issues receive prompt attention and are resolved quickly. We are looking for someone who has experience in property management, is a proven people manager, is able to handle complex and high-stress situations, as well as experience leveraging technology to drive operational efficiency. In this role, you’ll report to the Head of Servicing Operations. Your responsibilities, including people management, will expand as Doorstead grows exponentially. Fasten your seatbelt!

Your Passions & Experience

Responsibilities Include:

    • Refine and implement an outstanding and scalable maintenance experience for owners and tenants through playbooks, processes, performance management, and organizational structure
    • Lead and develop a high-performing and rapidly growing team of maintenance coordinators to service our expanding portfolio of rental properties and customers
    • Manage escalations involving tenants and owners to ensure complete and timely resolution
    • Set and drive maintenance operations KPIs on a daily, weekly, and monthly basis
    • Define strategies and objectives that elevate business unit performance
    • Improve utilization of Zendesk ticketing system to drive operational efficiency and reporting capabilities
    • Take on responsibility for meeting and exceeding monthly and quarterly company goals
    • Partner cross-functionally with our Owner Operations, Tenant Servicing, Fulfillment and Workforce teams to continually evolve and enhance our operational productivity and customer experience
    • Identifying, designing, implementing, and leading projects that will support the team's growth, improve efficiency, and deliver a best-in-class customer experience

Requirements:

    • 5+ years of operations leadership experience
    • 2+ years of property management experience
    • Experience with maintenance operations is preferred
    • Experience developing and implementing scalable teams, processes, and systems
    • Ability to motivate and inspire cross-functional teams in a rapidly changing environment
    • Ability to define program options/alternatives, prioritize, and focus on the strongest bets
    • Impeccable organization, attention to detail, and ability to handle high volume workload
    • Excellent communicator who can distill complex information and handle complicated situations
    • Ability to develop and lead through quickly evolving strategies and product iterations
    • Proven ability to hire, manage and develop talent
    • Hands-on leader with strong coaching abilities for both US-based and offshore teams
    • Experience working in a high-growth startup (is a plus)
    • Willingness to work weekends