Director of Market Operations

The Role

The Director of Market Operations will support day-to-day operating performance across our markets. This leader works with the local team to deliver a best-in-class member experience measured by NPS, retention, and LTV.

This is a hands-on operating role. You will be in homes, on schedules, and in the numbers every week. You will work closely with the Head of P&L Operations, Marketing, Member Services, and the service delivery teams. If you want to run a real business inside one of the fastest-growing home services companies in the US, this is the seat.

Results Expected

• Each market in the region has clear, owned goals for members, revenue, labor efficiency, margin, retention, and customer experience.
• Local operations teams are coached, held accountable, and consistently hitting plan.
• Labor utilization, scheduling, productivity, and service quality become consistent across MD, DC, and VA.
• Strong working relationships with vendors so every market can deliver on its commitments.
• Growing share of each member's home spend while improving their experience.
• Repeatable operating playbooks that other regions can adopt.
• AI built into daily processes to run leaner and share learnings across teams.
• Leadership time freed from daily market management to focus on growth and company building.

What You'll Own

• Market operations: Lead the Home Managers, Technicians, and Member Services team to deliver best-in-class service. Manage budgets and personnel allocation, set measurable goals for every team, and hold them to productivity, quality, service, and revenue targets.
• Leadership & culture: Lead Technicians and Home Managers through weekly team meetings, stand-ups, and culture-building events. Meet with teams regularly and unblock them.
• Staffing & hiring: Recruit, interview, and onboard field talent. Keep staffing levels ahead of operational and growth needs.
• Training & development: Train teams on service standards, job execution, safety, and member interaction. Coach continuously and run improvement plans when performance slips.
• Member experience: Deliver a high-trust experience that drives referrals. Serve as the escalation point for member concerns.
• Field operations: Oversee daily operations, scheduling, and resource allocation. Visit job sites to ensure quality and adherence to company standards.
• Vendor relationships: Build strong relationships with key vendors to ensure timely, complete project execution.
• Asset management: Oversee local assets, including vehicles and office space.

The Ideal Candidate

• 7+ years of operating experience with P&L ownership, or a former military officer. MBA preferred
• Has led teams in the field, not just from a desk, and knows what it takes to get frontline people to perform
• Track record of owning results: P&L, unit economics, customer satisfaction, with real numbers to point to
• Understands service delivery at the ground level, including labor scheduling and utilization
• Builds leaders: hires well, coaches hard, and addresses underperformance quickly and directly
• Customer-centric thinker who turns live feedback into concrete action, not just reports
• Good instincts for when to standardize across markets versus let local teams adapt
• Strong cross-functional partner with Platform Ops, Sales & Marketing, and Finance
• Thrives in a founder-led, fast-growth environment where structure is still being built
• Based in the DC region and able to work on-site in Rockville, MD, 5 days a week

Compensation & Location

• Competitive base salary, commensurate with experience
• Health, vision, and dental insurance
• PTO
• Location: Rockville, MD, on-site 5 days a week (DC region candidates only)