About Honey Homes

Honey Homes is a new membership service for homeowners that proactively addresses the everyday to do’s, ongoing maintenance and unexpected repairs that come with homeownership. Members are paired with a dedicated handyperson and a simple app to coordinate. We’re on a mission to make home upkeep effortless, replacing hassle and stress with the joy that comes from comfortable living.

Our team is made up of passionate individuals who have made significant impact at companies such as Airbnb, Google, Opendoor, Yelp, Zillow, and Uber. We're backed by Khosla Ventures, Era Ventures, Pear.vc, and the co-founders of Doordash, Lyft and Opendoor.

Check us out at www.honeyhomes.com

About the Role

Your role is to scale the Berkeley / Oakland / Piedmont area for Honey Homes. You’ll find, hire, train, and manage 10+ Honey Homes handypeople in your market, and continue hiring beyond 10+ handypeople. You’ll help identify and convert our first customers, and serve as their account manager from the beginning. You’ll collaborate with Marketing to identify which neighborhoods to launch, find ambassadors to spread the word about Honey Homes, and coordinate advertising initiatives. You’ll also help onboard specialists (e.g. plumbers, electricians, roofers) to partner with Honey Homes.

As your market grows, your role expands to managing a large P&L, and all the associated responsibilities.

This is a unique opportunity to have an outsized impact at an early-stage company that is reimagining the home services industry.

Outcomes in your first six months

• Grow the market: You are the end to end owner of this area and will be goaled on customer retention and growth. You’ll spend time meeting and managing new customers, resolve issues, and ensure an extremely high level of customer service. In partnership with marketing, grow the top of funnel.

• Identify and activate five ambassadors: Meet each member in person during their First Visit, and build a relationship via text and phone, and within 30 days, invite members to be ambassadors. Partner with Marketing to get ambassador social media posts up.

• Performance Manage Handymen: Work with your handymen and members to ensure each visit is set up for success, and follow up on all outcomes, whether positive or needing extra attention. Provide coaching and feedback as appropriate. Measured by daily performance metrics.

• Champion a culture of hospitality: Ensure that all team members are acting as partners to their members. Do this by setting an example of what great customer interactions look like and train your team to do the same. Measured by customer retention, visit feedback, Net Promoter Score (NPS) and referral rate.

Competencies

• You lead with empathy. Hospitality is a key component of our culture and is easier said than done. You have proven examples and can demonstrate that hospitality towards customers and employees is a part of your leadership style.

• You act like an owner. You do what it takes to support our members throughout the year.

• You solve problems from first principles. You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.

• You prioritize all day long. You understand what's the most important thing to be working on for the long-term benefit of our members, and make sure it gets done.

• You drive efficiency: You build repeatable playbooks that are continually improved. You share clear, concise and frequent updates with your team.

• You’re a multi-project manager. You excel at managing projects, big and small, through their stages of development, and can do that for several projects simultaneously.

• You’re unafraid of ambiguity. Rapid change and learning is exciting to you, and you thrive in ambiguous, startup environments.

• You’re calm under pressure. You maintain stable performance when under heavy pressure or stress and have proven experience of leading teams through high pressure situations.

• You’re analytical. You let data win arguments and are able to interpret dashboards to make data-driven decisions.

• You have exposure to home ownership challenges. You have some personal, relevant experience around home ownership or home maintenance.

Qualifications

• Experience. Minimum of 3 years operations experience, ideally in a fast-paced or startup environment.

• Leadership. Minimum 2 years as a people manager with team sizes larger than 8, including managing distributed field teams. Demonstrable ability in hiring, training, and retaining employees.

• Proven Operator. Proven ability of hitting and exceeding operational metrics in fast paced and high pressure environments

• Customer Service. Minimum 5 years in roles engaging with customers, leveraging customer service skills to deliver delight and resolve escalations quickly and completely.

• Field Ready. Ability to drive in personal vehicle to be with team throughout your region. Must possess a valid Driver’s License and reliable transportation.

Compensation

• Compensation. Commensurate with experience and the degree to which qualifications match role requirements, annual salary range $95k-$110k.

• Benefits. 100% covered Medical, Dental, and Vision for employees. We also offer a 401k, FSA, partial Work from Home, and a Flexible Time-off Policy.

• Start-Up Equity. All employees are owners at Honey Homes. We want you to share in the benefits of our growing company.

Note: This is a field and in office work role. You must have a reliable vehicle and a valid driver’s license to meet with customers and your team.