Honey Homes Field Operations Manager Oakland, CA · Full time

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About Honey Homes

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

About the Role

You will be managing our handymen and handywomen. Each Handyperson services up to 60 homes within a single neighborhood, and is a part of the community in which they serve. They get to know our customers. 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.

Responsibilities

• People Management. Directly supervise up to 15-20 handypersons who are in the field. Host regular 1:1s and regional team meetings remote and in-person. Build culture and connectivity to broader Honey Homes mission and organization.
• Training and Performance. Monitor daily reports, member feedback, and metrics to identify strengths and weaknesses across team and provide coaching and training as appropriate. Strengthen task and visit readiness and train employees across handyperson maintenance and repair disciplines (electrical, plumbing, painting, etc.).
• Scheduling and Escalations. Monitor and build schedules for teammates maximizing utilization, reducing down-time, increasing on-time arrivals, actioning and balancing call-outs, and accommodating for 2-person jobs and extended visits. Lead operations-side member escalations, interface with members, and bring to timely closure.
• Scope of Work and Troubleshooting. Pre-scope tasks and appointments to flag potential issues and action ahead of visit to course-correct including facilitating Parts and 3rd Party queue jobs. Provide on-call troubleshooting support to field team to help diagnose and fix real-time issues.
• Recruiting and Onboarding. Maintain recruiting pipeline of candidates connected to regional volume demands. Project manage recruiting with General Manager to include lead generation, resume review, and interviewing process. Manage and refine onboarding process of new hires including training and shadowing and certify readiness.
• Market and Operations Development. Work with General Manager to develop and deploy a variety of operational and market-level projects to increase membership, team performance, scale stability, cost reduction and optimization, vendor network growth, business model enhancements, and employee tenure and moral.

Qualifications and Compensation

• Experience. Minimum of 15 years experience in home/property maintenance, construction, general contracting with strong competencies across trades (electrical, plumbing, carpentry, appliance, etc.). Project management and work order experience including being accountable for following defined policies and procedures.
• Leadership. Minimum 5 years as a manager of tradespeople. Must have experience managing remote teammates as solo operators in the field. Must have proven ability in hiring, training, and retaining employees. Experience building and managing multiple schedules simultaneously for optimal performance.
• Customer Service. Minimum 5 years in roles engaging with end consumers, homeowners, renters or similar, leveraging customer service skills to deliver delight and resolve escalations quickly and completely.
• Licensed. Active General Contractor license preferred.
• Field Ready. Ability to drive in personal vehicle to be with team on jobsites throughout Bay Area region, spending up to 50%-70% of the time in the field and remainder from home office. Must possess a valid Driver’s License, reliable transportation, and current proof of insurance.
• Compensation. Commensurate with experience and the degree to which qualifications match role requirements, annual salary range $85k-$110k.
• Benefits. Medical, Dental, Vision, 401k, FSA, 25%-50% Work from Home, Flexible Time Off Policy, Mileage Reimbursement
• Start-Up Equity. Stock in a growing company!

Competencies

• You’re a proven leader. Your combination of style and people management experience inspires outcomes. You have hired great people in the past and have managed remote and distributed teams of solo-operators. You know how to optimize and manage schedules
• You’re a coach. You know how to build culture through influence and listening and have managed teammates through difficult situations requiring constructive feedback and guidance.
• You’re a home maintenance expert. Knowledge of property maintenance best practices, regulations, codes, and standards (Bonus: You have general contracting experience and you have a contractor’s license)
• You’re highly organized and disciplined. You leverage process and enforce protocol to keep multiple projects, people and tasks organized, on-time and on-budget. You’re able to anticipate issues before they happen and plan contingencies.
• 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’re unafraid of ambiguity. Rapid change and learning is exciting to you, and you thrive in ambiguous, startup environments.
• 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’re analytical. You let data win arguments. You are a data-first problem solver with good Excel / data analysis skills and strong working knowledge of KPIs and metrics.
• You document everything. You build repeatable playbooks that are continually improved. You share clear, concise and frequent updates with your team.
• You act like an owner. You do what it takes to support our members throughout the year.
• You're technical enough. You are adept in technology, can understand metrics and learn new software tools quickly to directly affect your team goals.