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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 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 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 5 years of operations, we’ve booked $60M+ gross rents, indexed rental prices for over 10MM properties, and raised ~$38M 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.

The Role We’re seeking an Operations Manager to lead the Trust & Safety function in our Operations org. Our Trust & Safety team ensures that Doorstead supports a safe living environment for our residents, protects the assets of our property owners, and aligns properties with federal, state and local housing regulations. The Operations Manager will manage an ongoing caseload of escalations, document standard operating procedures for responding to each scenario we encounter in a home, and provide a consistent feedback loop as a partner to other team leads in adjusting our processes so that we learn from every escalation.  .

An effective leader will prioritize cross-functional initiatives, deliver data analysis on critical business insights, and responsibly manage a customer budget for settlements and concessions. Examples of focus areas could include implementing an incident response protocol, guiding the rollout of a new escalation management tool to the platform, or automating steps in the escalation management process. This role will work directly with our Community Operations team lead, Ops leadership, and Legal team, while partnering with functional leaders across Doorstead to make our business processes hyper-efficient and scalable. 

The key directives of this role are to reduce the incidence and duration of escalations, resolve incidents fairly and amicably for our customers, and optimize team concession spend. To be successful you will need to maintain a roadmap that scales the team over our next 12-24 months of growth as we scale to new markets across the US. The right person will be excited by the challenge of team management and starting every week with direct ownership over a new initiative to improve a critical business function. This role is structured to give you unique and highly transferable experience as a decision maker in a high-responsibility function within a high-growth business.

This is a remote position, allowing employees to work from any location within the US with limited exceptions. The base pay range is $75K-$80K, with the addition of equity awards. Pay and equity may differ based on experience, performance, and location.

Responsibilities

• Own. Launching initiatives requires creating and executing against an extensive playbook of tasks with both cross-team and cross-task dependencies. You will become an expert in federal, state and local housing regulations, as well as landlord guidelines and tenant law. 
• Analyze. Data drives every decision you make. You can identify metric anomalies within our SLAs and KPIs, investigate root causes, and summarize where we go next. 
• Inspire. You can create a value-based culture that is engaging and rewarding for a team, turning challenges into opportunities within the team and across the organization. You can hire, onboard, and mentor into that culture. 
• Champion. You can champion Doorstead customers, providing exceptional support through written & verbal communication with clear understanding of when issues need to be escalated cross-functionally or up to org leadership. You can bring this feedback into our roadmap. 
• Envision. You’ll work directly with leadership, bringing insights into our planning process to build and prioritize our quarterly roadmap. 
• Execute. You can deliver against multiple competing timelines with uncertain inputs and outputs while monitoring all communication channels to champion cross-team problem solving. Escalations become learning experiences with new SOPs or additions to your roadmap. 
• Scale. You can clearly articulate best practices, and can manage documentation best practices across a team. Other teams can efficiently find all of the processes your team owns, along with any process changes they are testing and rolling out, in one place. 
• 60% of the role will be managing a team of 1+ direct reports, including: maintaining weekly 1x1 meetings, leading 1-2 team meetings per week, providing guidance through minor escalations and handling communications in sensitive situations, supporting individual success metrics & growth 
• 40% of the role will be initiative management and ownership of quarterly OKRs, including: leading strategic projects to help company achieve quarterly goals, providing support & guidance for reports to lead initiatives 

Requirements

• 2-4 years of experience with ownership of highly complex process management in strategic operations or marketplace operations in a tech-ops business
• Proven track record of delivering large-scale and cross-functional initiatives 
• Experience with building a business function or team from the ground up highly preferred 
• Thorough understanding of federal, state and local housing regulations, and landlord guidelines, or willingness to learn 
• Excellent Excel & SQL comprehension 
• Excellent communication skills for technical and non-technical audiences 
• Demonstrated experience building world-class customer experiences 

Our Values

• An owner mentality with high empathy and customer obsession
• An athlete mindset focused on deliberate practice and building momentum
• A lifelong learner who has an internal compass and believes in radical candor
• A member of a troupe that believes we’re better together and it is important to be on time, every time
• A pioneer who fearlessly breaks through challenges and believes in working hard, smart, and being disciplined.

Benefits

• Medical health insurance - 100% covered for primary and 50% for dependents.
• Vision and dental insurance - 50% covered for primary.
• 401K
• Basic life and disability insurance
• Health Care FSA - primary and dependent
• New parent leave - for new family formation
• Unlimited PTO and Company Holidays - office closure during national holidays, and flexible time-off with manager approval
• Fringe benefits including happy hours and a WFH office stipend