Director of Program Management

🕒 September 4

🗽 New York – Remote

🗽 New York – Remote

💵 $110k - $150k / year

⏰ Full Time

🔴 Lead

📋 Program Manager

👻 Ghost score 18%

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• Open for 69 days.

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Daisy

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏠 Real Estate

☁️ SaaS

🤝 B2B

💰 Venture Round on 2024-08

Real Estate • SaaS • B2B

Daisy is a full-service property management company focused on condo, co-op, and homeowners association (HOA) communities, combining hands-on management with a tech-forward operating system. The company provides unified building operations — including financial management and real-time financial visibility, capital project delivery, compliance and inspections (Local Law 97, FISP, etc. ), predictive maintenance, resident support and engagement, and project management — to make governance easier for boards and improve resident life. Daisy positions itself as replacing siloed teams with one connected operating system and a caring management team.

📋 Description

• Define service standards and SLAs by department, task type, and building tier • Build dashboards, scorecards, and a weekly operating rhythm that drives decisions • Diagnose root causes, size impacts, and own fixes through sustained metric improvements • Map and redesign operational workflows to reduce handoffs, rework, and manual effort • Write SOPs, define ownership boundaries, set escalation paths, and implement processes • Partner with Product Operations and engineering to encode processes into back-office systems, automation, and AI agents • Own the operational playbook for onboarding new portfolios and acquired books of business • Build capacity models for growth plans across people, tooling, and process • Run portfolio integration programs, including plans, milestones, risks, owners, and definitions of done • Maintain the operations automation and agent roadmap • Define human-agent workflow responsibilities, escalation, review, and quality monitoring • Prototype process changes with AI tools before engineering requests • Redesign roles and team structures around automation • Build an operating cadence for reviewing agent accuracy, throughput, escalation rate, and cost per task • Build training programs with defined competencies and certification for new operators • Own role-based curricula, SOP-linked training, enablement resources, and refreshers • Make training a measurable input to performance • Own operations scheduling and coverage models, including emergency and after-hours response squads • Ensure continuous weekly coverage, clear ownership, and escalation paths • Balance coverage against cost and forecast staffing ahead of demand • Report to the VP of Operations and collaborate with facilities, property management, finance, Product Operations, product, and engineering

🎯 Requirements

• 7+ years in program management, operational excellence, business operations, or process improvement, including experience leading cross-functional programs at a company that scaled fast • Genuine program management craft: build plans, hold milestones, surface risks early, and drive owners who do not report to you • Demonstrated results in operational metrics, including defining SLAs, implementing processes, and measuring before/after results • Strong data fluency; ability to pull and question data and build a clear narrative from it • SQL or a BI tool strongly preferred • Experience designing training and enablement programs for frontline or field teams • Comfort with workforce planning, capacity modeling, coverage design, and scheduling at scale • Exceptional written communication • High ownership and low ego • Judgment about scope • Fluency with AI as an operating tool, with demonstrable hands-on use of prompts, prototypes, scripts, or agents that removed real work • Instinct to ask what the system should do before asking who should do it • Nice to have: property management, real estate, field services, logistics, or another multi-site operations business • Nice to have: M&A or portfolio integration experience • Nice to have: hands-on AI usage in own work • Nice to have: familiarity with Zendesk, Looker, PowerBI, Airtable, n8n, Retool, or similar • Nice to have: Lean, Six Sigma, or comparable process discipline • Nice to have: experience standing up a function from scratch

🏖️ Benefits

• Competitive benefits package • Equity

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