Head of Member Success & AI-Driven Ops

Honey Homes; Oakland (CA); Hybride; USD 125 000 - 150 000; Plein temps

Résumé du poste

Honey Homes is seeking a dynamic Manager of Member Success to lead our in-house team in Oakland. You’ll own daily performance, queue management, AI-driven automation, and renewals, ensuring fast, thoughtful support and proactive member engagement.

You’ll hire, coach, and develop a high‑performing team, build dashboards, and partner with Product and Engineering to scale automation while maintaining exceptional member experience. This role blends hands-on leadership with strategic improvement.

Qualifications

• 8+ years in customer support, CS, ops with people mgmt.
• Strong track record in high-volume ops with queue management and SLAs.
• Experience hiring, coaching, developing teams and performance.
• Analytical mindset with dashboards, KPIs, data-driven decisions.

Responsabilités

• Own daily performance of Member Success, queue management and SLAs.
• Lead staffing, hiring, coaching, and performance management for the team.
• Use AI and data to automate support and build dashboards.
• Own renewals and member retention programs and metrics.
• Build proactive member engagement systems and lifecycle-based outreach.
• Scale handyman transitions and coordinate with Field Ops.
• Develop policies and SOPs to improve operational discipline.
• Coordinate third-party/referral experiences with minimal friction.

Connaissances

8+ years experience

Queue management

People management

Analytics

AI automation

Process improvement

Judgment

Communication

Proactivity

Startup experience

Lead by example

Description du poste

Honey Homes is seeking a dynamic Manager of Member Success to lead our in-house team in Oakland. You’ll own daily performance, queue management, AI-driven automation, and renewals, ensuring fast, thoughtful support and proactive member engagement.

You’ll hire, coach, and develop a high‑performing team, build dashboards, and partner with Product and Engineering to scale automation while maintaining exceptional member experience. This role blends hands-on leadership with strategic improvement.