Operations Manager (Austin, TX)

About the role

We’re looking for an entrepreneurial minded builder to create an exceptional level of service for Casa’s Austin market. You’ll be a key early team member, joining a group of high performing operators. In addition to operational depth, we’ll look to you to provide first principles thinking and a refusal to settle for "good enough”. Ideally you’ve built or led teams to meet operational needs. Most of all, you care deeply about our customers and their most valuable asset. If you’re excited to build something new and you love turning messy, inconsistent operations into something predictable with scalable unit economics let’s talk.

Responsibilities

• Lead the strategy: Serve as both a tactical and strategic leader for Casa's Austin operation, owning service delivery across handymen, concierge, and vendor partners.
• Operate independently: Plan and execute projects of varying urgency and scope with minimal guidance, managing stakeholders across the company.
• Data systems: Build the systems and dashboards to survey, track, and improve visit completion, on-time execution, quality, cost, handyman productivity, and homeowner satisfaction.
• Scale and lead a team: Recruit, vet, and manage a local multi-discipline network of third-party vendors, holding them to Casa's standards for quality, reliability, and trust and safety. Lead the team with energy and clarity through the complexity of a fast-growing startup in a brand-new market.
• Hands on: Own the response when things go wrong, including triaging service failures and property damage incidents, coordinating with internal stakeholders, and making sure members are made whole under the Casa Pledge. Are ready and willing to jump into the field when needed.
• Iterate: Find operational weaknesses and improve or reinvent processes, with an eye on both the short-term and long-term health of our people and business.
• Build trust: Everything you build must uphold the protocols that make members comfortable letting us into their homes, including home access and entry procedures, credential handling, and background and safety standards.

Requirements

• You have 5+ years of experience in operations, marketplaces, logistics, field services, or a similarly fast-moving, metrics-driven environment.
• You are customer driven and fully understand the trust required in home services and treat every home as if it were your own.
• You have at least 2–3 years of people management, including running operations through frontline managers or leads.
• You've delivered measurable results in a