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Honey Homes is reimagining homeownership through a membership model that provides members with a dedicated handyman who proactively maintains their home year-round, preventing small problems from becoming expensive ones.
You will own the day-to-day performance of the Member Success organization while building the systems, tools, and processes that enable exceptional member experience at scale. This is a hands-on operational leadership role combining rigorous daily execution with continuous improvement.
KEY RESPONSIBILITIES:
Daily Operations & Performance: Ensure every member message is answered daily, manage queue health, maintain service-level agreements and quality standards, and handle escalations. Develop daily operating rhythms and accountability systems to ensure nothing falls through the cracks.
Team Leadership & Development: Manage staffing, scheduling, hiring, coaching, and performance management for the Member Success team. Build a culture of urgency, ownership, and continuous improvement while developing teammates to independently solve complex member problems.
AI & Automation: Lead efforts to automate member support through Sherlock (AI-powered member assistant) and other tools. Build dashboards and AI-powered workflows that improve visibility, identify bottlenecks, and increase team productivity. Partner with Product and Engineering to expand automation capabilities.
Renewal & Retention: Build and improve the membership renewal process. Identify at-risk members before churn, develop scalable workflows, and own the operating model and performance metrics for renewals.
Proactive Engagement: Move from reactive support to proactive member engagement. Develop systems using member behavior, lifecycle milestones, and operational signals to trigger timely outreach and prevent problems.
Handyman Transitions: Own the process of transitioning members between handymen, ensuring seamless experiences that preserve trust and service continuity. Build scalable workflows and coordinate with Field Operations.
Policy & Operational Discipline: Develop policies, processes, and operating standards that enable consistent, high-quality decisions. Identify gaps in policy clarity and work cross-functionally to establish guidelines.
Third-Party Integration: Own processes connecting members with third-party service providers for needs beyond Honey Homes' core capabilities. Explore integrations and develop technology-enabled workflows.
SUCCESS METRICS (Year 1):
- Run exceptional daily operations with 100% message response, healthy queue management, and consistent achievement of service-level and quality goals
- Build high-performing team with effective staffing models, clear expectations, consistent coaching, and strong hiring
- Increase productivity through AI expansion and automation of repetitive workflows
- Create operational visibility through dashboards and reporting on queue health, response times, team performance, member satisfaction, and automation effectiveness
- Improve member retention through proactive, measurable renewal processes
- Launch scalable proactive engagement using member behavior and lifecycle milestones
- Scale handyman transition workflows to reduce manual effort and disruption
- Strengthen operational discipline through clear policies, SOPs, and escalation protocols
- Improve third-party service coordination through scalable workflows and integrations
REQUIREMENTS:
- 8+ years of experience in customer support, customer success, operations, or related field with meaningful people management experience
- Demonstrated track record running high-volume customer operations with rigorous queue management, staffing, performance monitoring, and service-level accountability
- Experience hiring, coaching, developing, and managing performance across customer-facing teams
- Exceptional organizational skills and attention to detail; ability to build systems ensuring consistent execution
- Strong analytical skills including experience building dashboards, monitoring KPIs, and using data to solve operational problems
- Hands-on experience using AI tools, automation, or workflow technologies to improve operational efficiency
- Track record of building and implementing projects delivering meaningful, measurable operational improvements
- Excellent judgment balancing customer needs, company policies, operational constraints, and business outcomes
- Strong written and verbal communication skills, particularly handling complex or emotionally charged situations
- High agency, urgency, and personal accountability
- Comfort operating in fast-paced startup environment with changing priorities and limited resources
- Willingness to get into details, do the work yourself when necessary, and lead by example
