Director of Operations

🕒 il y a 10 jours

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RemodelBoom

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11 - 50 employés

📣 Marketing

🤝 B2B

Marketing • B2B

RemodelBoom est une entreprise de génération de leads basée sur la performance, spécialisée dans le secteur de l'amélioration de l'habitat. Elle propose une génération de rendez-vous basée sur la performance — les clients ne paient que pour les leads qui se transforment en rendez-vous confirmés. Les services incluent une mise en place complète (suivi, messagerie, technologie), des délais de lancement rapides, sans frais initiaux, sans honoraires mensuels, et sans engagement à long terme. Elle cible des secteurs résidentiels d'amélioration de l'habitat tels que les fenêtres et portes, salles de bains, bardage, toitures, revêtements de sols, sous-sols, solaire, gouttières, peinture, et cuisines. L'entreprise met l'accent sur des résultats mesurables, une performance axée sur le client, et la mise à l'échelle des pipelines pour les entrepreneurs dans l'amélioration de l'habitat. Elle fournit des démonstrations, des études de cas, et prétend gérer la prise de rendez-vous pour les propriétaires prêts à discuter.

Description

• Own the company-wide strategy and operating plan for reducing churn and increasing client retention • Identify the principal drivers of churn and establish client health indicators, reporting, and early-warning processes • Develop and improve onboarding, ongoing engagement, performance review, renewal, and reactivation processes • Directly manage and hold accountable the Account Management Team Lead, including setting priorities, reviewing team performance, and ensuring the Account Manager team delivers strong client retention and service outcomes • Lead the design, testing, and launch of new service lines • Define the business case, delivery model, technology and staffing requirements, operating procedures, and success metrics for each new offering • Run structured pilots, assess client results and unit economics, and recommend whether each service should be refined, scaled, or discontinued • Integrate successful offerings into the company's sales, fulfillment, account management, and reporting processes • Own daily service delivery, capacity planning, workflow management, quality assurance, and operational issue resolution • Run the operating cadence, including OKRs, weekly KPI reviews, dashboards, documentation, and follow-through on agreed actions • Build, document, and continuously improve scalable processes and standard operating procedures across the business • Lead the adoption of AI tools that support the human texting team, improve productivity and consistency, and strengthen quality control, including the selection and management of appropriate technical talent or vendors • Identify and eliminate unnecessary cost, complexity, and manual work while protecting client outcomes and service quality

🎯 Exigences

• Demonstrated operations leadership experience within a small, fast-growing company • A measurable track record of reducing churn, increasing retention, or materially improving the customer lifecycle • Experience launching new services, products, channels, or operational capabilities from concept through implementation • Strong team leadership and performance-management skills, including experience managing managers or functional leads • Practical fluency with AI, automation, and process redesign, with evidence of using technology to augment teams and improve manual workflows • Strong analytical and commercial judgment, with the ability to translate data into priorities and action • Clear communication, high accountability, and the ability to operate autonomously while partnering closely with the founder • Experience leading operations within a B2B online service-based business is preferred; experience serving the home improvement industry is a bonus

🏖️ Avantages

• Profit sharing based on performance • Healthcare coverage and additional employee benefits • Unlimited paid time off • Fully remote working arrangement • Meaningful scope, autonomy, and a path to broader executive responsibility as the company grows