Director of Operations

Key Responsibilities

• Own the company-wide strategy and operating plan for reducing churn and increasing client retention.
• Identify the principal drivers of churn and establish client health indicators, reporting, and early-warning processes.
• Develop and improve onboarding, ongoing engagement, performance review, renewal, and reactivation processes.
• Directly manage and hold accountable the Account Management Team Lead, including setting priorities, reviewing team performance, and ensuring the Account Manager team delivers strong client retention and service outcomes.
• Lead the design, testing, and launch of new service lines.
• Define the business case, delivery model, technology and staffing requirements, operating procedures, and success metrics for each new offering.
• Run structured pilots, assess client results and unit economics, and recommend whether each service should be refined, scaled, or discontinued.
• Integrate successful offerings into the company's sales, fulfillment, account management, and reporting processes.
• Own daily service delivery, capacity planning, workflow management, quality assurance, and operational issue resolution.
• Run the operating cadence, including OKRs, weekly KPI reviews, dashboards, documentation, and follow-through on agreed actions.
• Build, document, and continuously improve scalable processes and standard operating procedures across the business.
• Lead the adoption of AI tools that support the human texting team, improve productivity and consistency, and strengthen quality control, including the selection and management of appropriate technical talent or vendors.
• Identify and eliminate unnecessary cost, complexity, and manual work while protecting client outcomes and service quality.

Measures of Success

• Improvement in client retention and reduction in churn.
• Growth in revenue generated for each client, including incremental revenue produced through new service lines.
• Consistent service delivery, operational quality, and timely issue resolution.
• Lower fulfillment costs and increased productivity through process improvement and automation.
• Priority initiatives launched on schedule, measured rigorously, and translated into business results.

Experience And Qualifications

• Demonstrated operations leadership experience within a small, fast-growing company.
• A measurable track record of reducing churn, increasing retention, or materially improving the customer lifecycle.
• Experience launching new services, products, channels, or operational capabilities from concept through implementation.
• Strong team leadership and performance-management skills, including experience managing managers or functional leads.
• Practical fluency with AI, automation, and process redesign, with evidence of using technology to augment teams and improve manual workflows.
• Strong analytical and commercial judgment, with the ability to translate data into priorities and action.
• Clear communication, high accountability, and the ability to operate autonomously while partnering closely with the founder.
• Experience leading operations within a B2B online service-based business is preferred; experience serving the home improvement industry is a bonus.

Working Environment

• Profitable, lean organization with a high-ownership and high-trust culture.
• Direct access to the founders, meaningful authority over operational decisions, and the opportunity to grow into broader executive responsibility as the company scales.
• The mandate is demanding and outcomes-driven; the successful candidate will be expected to bring structure to ambiguity and deliver measurable improvement.

Compensation And Benefits

• $200,000 annual base salary.
• Profit sharing based on performance.
• Healthcare coverage and additional employee benefits.
• Unlimited paid time off.
• Fully remote working arrangement.