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)