The Role
The Director of Market Operations will support day-to-day operating performance across our markets. This leader works with the local team to deliver a best-in-class member experience measured by NPS, retention, and LTV.
This is a hands-on operating role. You will be in homes, on schedules, and in the numbers every week. You will work closely with the Head of P&L Operations, Marketing, Member Services, and the service delivery teams. If you want to run a real business inside one of the fastest-growing home services companies in the US, this is the seat.
Results Expected
- Each market in the region has clear, owned goals for members, revenue, labor efficiency, margin, retention, and customer experience.
- Local operations teams are coached, held accountable, and consistently hitting plan.
- Labor utilization, scheduling, productivity, and service quality become consistent across MD, DC, and VA.
- Strong working relationships with vendors so every market can deliver on its commitments.
- Growing share of each member's home spend while improving their experience.
- Repeatable operating playbooks that other regions can adopt.
- AI built into daily processes to run leaner and share learnings across teams.
- Leadership time freed from daily market management to focus on growth and company building.
What You'll Own
- Market operations: Lead the Home Managers, Technicians, and Member Services team to deliver best-in-class service. Manage budgets and personnel allocation, set measurable goals for every team, and hold them to productivity, quality, service, and revenue targets.
- Leadership & culture: Lead Technicians and Home Managers through weekly team meetings, stand-ups, and culture-building events. Meet with teams regularly and unblock them.
- Staffing & hiring: Recruit, interview, and onboard field talent. Keep staffing levels ahead of operational and growth needs.
- Training & development: Train teams on service standards, job execution, safety, and member interaction. Coach continuously and run improvement plans when performance slips.
- Member experience: Deliver a high-trust experience that drives referrals. Serve as the escalation point for member concerns.
- Field operations: Oversee daily operations, scheduling, and resource allocation. Visit job sites to ensure quality and adherence to company standards.
- Vendor relationships: Build strong relationships with key vendors to ensure timely, complete project execution.
- Asset management: Oversee local assets, including vehicles and office space.
The Ideal Candidate
- 7+ years of operating experience with P&L ownership, or a former military officer. MBA preferred
- Has led teams in the field, not just from a desk, and knows what it takes to get frontline people to perform
- Track record of owning results: P&L, unit economics, customer satisfaction, with real numbers to point to
- Understands service delivery at the ground level, including labor scheduling and utilization
- Builds leaders: hires well, coaches hard, and addresses underperformance quickly and directly
- Customer-centric thinker who turns live feedback into concrete action, not just reports
- Good instincts for when to standardize across markets versus let local teams adapt
- Strong cross-functional partner with Platform Ops, Sales & Marketing, and Finance
- Thrives in a founder-led, fast-growth environment where structure is still being built
- Based in the DC region and able to work on-site in Rockville, MD, 5 days a week
Compensation & Location
- Competitive base salary, commensurate with experience
- Health, vision, and dental insurance
- PTO
- Location: Rockville, MD, on-site 5 days a week (DC region candidates only)