Homecare Operations Lead
Belong
Operations
Miami Beach, FL, USA
Posted on Oct 15, 2024
About Us:
At Belong, we are revolutionizing the rental home experience with cutting-edge technology, top-tier customer service, and seamless operational excellence. We believe in empowering both residents and homeowners by challenging traditional property management models. Our goal is to provide a stress-free, rewarding experience that makes everyone feel at home.
Our Virtues:
We Are One Team: Foster trust, collaboration, and open dialogue.
We Elevate Standards: Strive for excellence, creativity, and continuous growth.
We Seek Clarity of Thought: Approach challenges with decisive and proactive thinking.
We Are Member Obsessed: Deliver exceptional customer experiences.
We Own End to End: Take full responsibility for processes and projects.
Position Overview:
The Homecare team at Belong plays a crucial role in enhancing the member experience and maintaining the quality of the homes we manage. We’re in the business of ensuring our members feel comfortable and cared for in their homes, taking swift action to address any repairs or issues that arise. In doing so, we ensure our residents are happy, and our homeowners experience peace of mind, knowing their properties are well-maintained.
Our Homecare team, supported by innovative technology, is built from the ground up to provide exceptional service, fast and effective repairs, and long-term solutions that ensure our homes remain in excellent condition. This team is key to making sure homes stay loved and our service continues to deliver on the high standards we set for both residents and homeowners.
Each repair is treated as a mini-project, requiring strong project management skills to oversee the process from start to finish. As a role in operations, the ability to manage multiple projects simultaneously while ensuring timely and high-quality service is crucial to success in this position.
Responsibilities:
Team Leadership & Development: Manage, train, and support a team of Homecare associates, ensuring they have the tools and processes needed to deliver exceptional service. Provide ongoing feedback, set performance expectations, and foster a collaborative, high-performing team culture.
Daily Operations & Problem Solving: Oversee the workflow and completion of work orders within SLAs, coordinating with other departments and vendors. Resolve operational challenges, working closely with your team to ensure quick, effective solutions and a high level of satisfaction.
Customer Success: You will be the first person the team goes to when they have an issue with a repair. You will work closely with your team and the Escalations Lead to resolve complex situations and ensure satisfaction. A background in customer success is essential to maintain our high standards of member experience.
Project Management: Each repair is a mini-project. You will oversee that these projects are managed correctly by your team, ensuring deadlines are met, quality is maintained, and any issues are addressed promptly. Your role is to troubleshoot and provide guidance when needed to ensure the process runs smoothly. Strong organizational and project management oversight skills are essential.
Communication & Collaboration: Ensure clear, effective communication within the team and with other departments and external partners, prioritizing the member experience and operational efficiency.
Qualifications:
- Reside in Miami, or open to relocation to Miami.
- At least 3 years of experience in Operations at a high-growth start-up
- Structured, problem-solving mindset with the ability to oversee multiple projects and troubleshoot effectively.
- Strong project management skills with experience managing multiple priorities and ensuring timely delivery of services.Excellent communication and interpersonal skills
- Ability to work independently and as part of a team.
- Ability to thrive in a fast-paced environment while maintaining attention to detail and quality.
Nice to Have:
- Experience in maintenance, property management, or real estate industries.
- Bilingual (Spanish/English) preferred.
- Familiarity with operational software and work order management systems.
Join Us:
At Belong, we’re not just transforming property management; we’re creating an environment where people love to live and work. If you’re passionate about delivering outstanding results, leading a team, and contributing to a forward-thinking company, we want to hear from you!