Dwelly - Run Operations Manager — Tenant Find
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Requirements
• 7–10+ years in hands-on operational management, including 3–5+ years running 100+ people through a multi-layer structure (you managed coordinators / team leads who in turn managed individual contributors) • Ccontact centres and customer support at scale, BPO and outsourced services, field operations, retail and branch networks are ideal backgrounds. Common denominator: high-volume, KPI-driven, distributed workforce where service level is the product • Exceptionally organised and detail-oriented. Lives in the data, reads dashboards fluently, and moves fast when the numbers drift. Makes decisions grounded in evidence, not instinct • Exceptional people skills. Experience hiring, performance-managing, coaching and building standards across hundreds of people via a coordinator layer • High operational rigor, "get things done" attitude • Fast-growing, operationally-intensive businesses; multi-site / multi-branch structures; managing distributed teams alongside on-the-ground teams • You have led a function through 5x or greater headcount growth, and owned the redesign of structure, people, and process required.
Responsibilities
• Tenant Find Operating Model and Performance • Own day-to-day execution of your vertical across all integrated Dwelly agencies: enforce adherence to SOPs, dashboards and performance standards. • Achieve and surpass ~5 key metrics that matter for Tenant Find every day and every week (e.g. time-to-let, viewing-to-offer conversion, applicant quality, lead response time, holding the line on service quality at all times. • Track and own leading indicators across a daily, weekly, and monthly cadence; surface emerging risks and intervene before service quality is felt by tenants or landlords. • Own the performance management cycle across Team Coordinators and their teams. Define what good looks like, set clear expectations across both existing and acquired teams, and rigorously drive outcomes. • Act as the escalation point above the Team Coordinator layer, resolving issues from TCs and Managing Directors that require senior judgement or cross functional decisions. • Lead Through the Team Coordinator Layer • Directly manage 5–10 Team Coordinators, who in turn manage the wider team of lettings negotiators. • Lead the team through a consistent operating rhythm: daily standups, weekly 1:1s, and weekly performance reviews. Coach to raise the bar, set the standard others follow, and build a culture of accountability. Hire and exit decisively. Work in close partnership with the Talent team to keep the pipeline warm. • Cross-vertical coordination & feedback • Partner with the Run Operations Managers for Property Management and Payments, the three Heads, and the UK GM to keep the verticals running as one cohesive operation per agency • You are the conduit between the front line and central teams. Surface what's broken, what's slow, and what tenants and landlords actually need.
Benefits
• Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success. • What is it like being a Dwell-er? • Feel free to check out Dwelly Core Principles. That’s about what we believe in, how we operate and make decisions. • What we offer is not a fancy office or a static workplace. Instead, this is solving one of worlds’ most complex problems in the largest consumer industry in the world (residential rentals), to improve the experience for >30% of households (>5M in the UK, and >100M including EU and US) that live in rental homes. • This is about disrupting the largest, most antiquated industry in the world, with one of the strongest operational and technical teams that exist in the UK and the EU. We work hard, and we shoot for extremely ambitious results. But we want people to be proud of what they’ve built and be able to look back and say one day “hell yeah, that was me that did it all”. • Customer obsession rather than competitive focus • Passion for invention • Operational excellence • Long-term thinking • By applying for this position, you consent to the processing and storage of your personal data for recruitment purposes for up to 365 days, in accordance with our data retention policy and applicable data protection laws.
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