Company Overview:

Owners is a business in a box platform for local service companies. We are focused specifically on home services, representing a $600B industry, and low-complexity and high-repetition verticals such as cleaning, landscaping, and handyman services. We currently support 1000+ business owners in all 50 states.

Position Overview: Head of Operations

As the Head of Operations for Owners, you will be responsible for overseeing and optimizing the operational aspects of our business to ensure smooth and efficient day-to-day operations. You will lead a team of operations professionals and work closely with cross-functional stakeholders to streamline processes, improve scalability, and enhance customer satisfaction.

Key Responsibilities:

  1. Operational Strategy: Develop and implement operational strategies aligned with the company's goals and objectives. Identify areas for improvement, increased efficiency, and cost reduction.
  2. Process Optimization: Review and optimize operational processes across departments, including customer onboarding, support, billing, and service delivery. Streamline workflows to enhance productivity and minimize bottlenecks.
  3. Quality and Compliance: Ensure compliance with industry regulations and internal quality standards. Implement measures to maintain a high level of service quality and customer satisfaction.
  4. Cross-Functional Collaboration: Collaborate closely with the Product, Engineering, Sales, and Customer Support teams to align operational initiatives with overall business goals. Foster strong communication and cooperation across departments.
  5. Customer Experience: Lead efforts to improve the customer experience by understanding pain points, gathering feedback, and implementing improvements in collaboration with relevant teams.
  6. Data-Driven Decision Making: Utilize data and analytics to identify operational trends, measure performance, and make data-driven decisions to optimize processes and resource allocation.
  7. Performance Metrics: Define and track key performance indicators (KPIs) related to operational performance. Regularly analyze metrics to drive continuous improvement and monitor progress.
  8. Resource Management: Effectively manage resources, including staffing levels, training, and performance management. Ensure the team is equipped to meet operational demands and provide exceptional service.
  9. Risk Management: Identify operational risks and implement measures to mitigate them. Develop contingency plans to address potential disruptions.
  10. Vendor Management: Oversee relationships with external vendors and service providers. Evaluate their performance and negotiate contracts to optimize value.

Qualifications and Skills: