Head of Member Success & AI-Driven Ops

Honey-Homes; Oakland (CA); Hybride; USD 180 000 - 240 000; Plein temps

Résumé du poste

Honey Homes is seeking an experienced Manager of Member Success to own the day-to-day performance of our Member Success organization. You will build systems, tools, and processes to deliver exceptional member experiences at scale while leading a hands-on, high-performing team.

You will drive AI automation efforts, develop dashboards, and own strategic initiatives across multiple operational workflows to improve member outcomes and business results.

Qualifications

• 8+ years of experience leading customer support or operations teams.
• Proven ability to run high-volume operations with queue management, staffing, and SLA accountability.
• Hands-on with AI tools, automation, or workflow technologies to improve efficiency.

Responsabilités

• Own daily performance of Member Success and manage queue health, response times, SLAs, and escalation handling.
• Build and coach a high-performing team with staffing, scheduling, and performance management.
• Lead AI-powered automation initiatives and develop dashboards/workflows to improve visibility and productivity.
• Own renewals and member retention with scalable, proactive outreach.
• Develop proactive member engagement systems and scalable handoff processes to third parties.
• Scale handyman transitions and coordinate with Field Operations to minimize disruption.

Connaissances

Customer support leadership

Operations management

AI automation

Data dashboards

Staff coaching

Outils

Dashboard software

Description du poste

Honey Homes is seeking an experienced Manager of Member Success to own the day-to-day performance of our Member Success organization. You will build systems, tools, and processes to deliver exceptional member experiences at scale while leading a hands-on, high-performing team.

You will drive AI automation efforts, develop dashboards, and own strategic initiatives across multiple operational workflows to improve member outcomes and business results.