mainstay - Agent Operations Lead

• This Role Is Built For Operators Who • Know the institutional SFR world from the inside. You have 5+ years running single family rental portfolios or the relationships behind them, whether in disposition, acquisition, or asset management at an SFR operator, or managing accounts for large real estate customers. You know what a customer's director is measured on because you've sat in that seat or next to it. • Get results through people who don't report to you. You've owned an outcome that depended entirely on other teams, and you know what to do when one of them isn't delivering. • Own the day-to-day with the customer. You're their operating counterpart, not their order-taker, and you work in lockstep with the business relationship lead who owns the commercial side. You bring the analysis before they ask for it, push back when our recommendation is right, and own it when we got it wrong. • Obsess over the details. One wrong price, a missed deadline, or an unvetted document erodes trust that took a year to build. Every customer has its own playbook, and you take pride in knowing all of them cold. • Find the problem before anyone tells you. You open a dashboard, find the five things that are wrong, and act on them without asking someone to build you a report. • Find calm in chaos, and adopt and champion change. Tooling and process evolve regularly at a Series A startup. You navigate ambiguity without losing your cool or your output, and you're the first to test a new tool or workflow rather than the last. • Have built your workflow with AI, not just used it. You've built the dashboards, custom GPTs or Claude Projects, or automations that run a real portfolio: exception reports, pipeline reconciliation, customer updates, escalation triage. You can point to what changed as a result, whether that's hours back, issues caught earlier, or fewer dropped balls, and you know when to turn AI off and pick up the phone. You'll be expected to walk us through specific examples. • Show up when the book needs you. Most of the week runs on business hours. Escalations and deals that are coming apart don't, so some evenings and weekends come with the job. • 5+ years in real estate operations, portfolio or asset management, or account management for institutional or high-volume real estate customers. SFR experience strongly preferred. • Demonstrated ownership of a portfolio outcome or the operating side of a customer relationship, including running the reporting cadence and leading the hard conversations • Working knowledge of the full transaction lifecycle: pricing, listing, offers and negotiation, and contract to close. Acquisitions experience is a plus. • Experience launching a new customer, market, or program, and getting it to steady state • Real estate license preferred, not required • Specific, demonstrable AI workflows: you've built your work around at least one general-purpose LLM (ChatGPT, Claude, or Gemini) and used it on a real portfolio or pipeline, and you're ready to walk us through examples and the impact they had • Judgment about when not to use AI, and the ability to check AI outputs for accuracy and Fair Housing compliance before they reach a customer or counterparty • Comfort with data: spreadsheets, dashboards, and a CRM or transaction management system (Salesforce or similar), plus G-Suite, Slack, and MacOS, working across several systems at once. SQL or BI tool experience is a plus. • Strong written and verbal communication skills. Much of this job is a clear, well-argued message to a customer's director or a cross-functional partner. • Comfort working some evenings and weekends when the book requires it, and with occasional travel