Manager, Member Success

Honey Homes; Oakland (CA); Hybrid; USD 125,000 - 150,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

8+ years experience

Queue management

People management

Analytics

AI automation

Process improvement

Judgment

Communication

Proactivity

Startup experience

Lead by example

Job description

About Honey Homes

Honey Homes is reimagining homeownership through a membership that makes maintaining a home effortless. Our members have a dedicated handyman who proactively cares for their home year-round, helping prevent small problems from becoming expensive ones.

The Manager of Member Success owns the day-to-day performance of our Member Success organization while building the systems, tools, and processes that allow us to deliver an exceptional member experience at scale.

This is a hands‑on operational leadership role. Your first responsibility is ensuring that every member message is answered, every issue is moving toward resolution, and our team consistently delivers against its service‑level and quality goals. You'll manage staffing, coach teammates, monitor performance, and maintain the operational discipline required to run a high‑performing support organization.

But running today's operation is only half the job. You'll also be responsible for fundamentally improving how Member Success works. You'll lead AI automation efforts, develop dashboards and tools that make our team more effective, and own strategic initiatives across a variety of operational workflows to improve member outcomes and business outcomes.

We're looking for someone who combines relentless operational execution with the ability to build systems that make the operation dramatically better. You should be equally comfortable jumping into a member escalation, managing an underperforming teammate, analyzing support data, and building a new workflow that eliminates hundreds of future conversations.

This is not a role for someone who wants to manage exclusively through delegation. You'll be close to the work, accountable for the details, and expected to continuously improve the organization you're running.

This is a hybrid role based in our Oakland headquarters (4 days/week in office).

What You’ll Do

Own the daily performance of Member Success

You're accountable for ensuring that every incoming member message is answered each day and that our team consistently delivers fast, thoughtful, and accurate support. Own queue management, response times, service‑level agreements, quality standards, and escalation handling. Develop the daily operating rhythms, accountability, and visibility needed to ensure nothing falls through the cracks.

Lead and develop a high-performing team

Own staffing, scheduling, hiring, coaching, and performance management for our Member Success team. Ensure we have the right coverage throughout the week, establish clear expectations, and hold teammates accountable for results. Build a culture of urgency, ownership, and continuous improvement while developing teammates who can independently solve complex member problems.

Use AI and data to transform our operations

Lead our efforts to automate member support through Sherlock, our AI‑powered member assistant, and other emerging tools. Build dashboards and AI‑powered workflows that improve visibility, identify operational bottlenecks, and increase team productivity. Partner with Product and Engineering to expand automation capabilities while maintaining an exceptional member experience.

Own renewals and member retention

Build and continuously improve our membership renewal process. Ensure members receive proactive, timely outreach, identify at‑risk members before they churn, and develop scalable workflows that improve retention. Own the operating model, performance metrics, and execution of renewals across the team.

Build proactive member engagement systems

Lead our efforts to move from reactive support to proactive member engagement. Develop and improve our member engagement process, using member behavior, lifecycle milestones, and operational signals to trigger timely outreach and interventions. Build systems that anticipate member needs, improve engagement, and prevent problems before they occur.

Scale and improve handyman transitions

Own the process of transitioning members between handymen, ensuring a seamless experience that preserves trust and continuity of service. Build scalable workflows, communication strategies, and operational processes that allow us to manage transitions efficiently as we grow. Partner closely with Field Operations to coordinate transitions, minimize disruption, and ensure members feel supported throughout the process.

Develop policies and strengthen operational discipline

Build the policies, processes, and operating standards that allow Member Success to make consistent, high‑quality decisions. Identify areas where policies are unclear or underdeveloped, such as roof work and other service limitations, and work cross‑functionally to establish clear guidelines. Ensure policies are documented, communicated, and consistently followed.

Build seamless third‑party and referral experiences

Own the processes that connect members with third‑party service providers when their needs extend beyond Honey Homes' core capabilities. Explore integrations with third parties and other service providers to create scalable, technology‑enabled workflows. Develop solutions that make these experiences seamless for members while reducing manual coordination for our team.

What Success Looks Like

• Run an exceptional daily operation. Ensure every incoming member message is answered each day, maintain a healthy support queue, and consistently achieve our service‑level, response-time, and quality goals.
• Build a high‑performing team. Establish effective staffing models, clear performance expectations, consistent coaching, and strong hiring practices. Develop a team that operates with urgency, accountability, and excellent judgment.
• Increase productivity through AI. Expand Sherlock's capabilities, automate repetitive workflows, and build tools that allow the team to support more members without proportional increases in headcount.
• Create operational visibility. Develop dashboards and reporting that make queue health, response times, team performance, member satisfaction, and automation effectiveness easy to understand and act upon.
• Improve member retention. Build a proactive, measurable renewal process that improves retention, strengthens member relationships, and reduces preventable churn.
• Launch scalable proactive engagement. Develop and operationalize our member engagement state machine, enabling timely, personalized interventions based on member behavior and lifecycle milestones.
• Scale handyman transitions. Build repeatable workflows for transitioning members between handymen, reducing manual effort and disruption while maintaining member trust and satisfaction.
• Strengthen operational discipline. Establish clear policies, SOPs, and escalation protocols that reduce ambiguity and improve consistency across the organization.
• Improve third‑party service coordination. Develop scalable workflows and integrations that make it easier for members to access third‑party services without unnecessary friction.

What We’re Looking For

We’re looking for an exceptional operator who knows how to run a high‑performing customer organization while building the systems that make it better.

The strongest candidates will bring many of the following:

• 8+ years of experience in customer support, customer success, operations, or a related field, including meaningful people management experience.
• A demonstrated track record of running high‑volume customer operations with rigorous queue management, staffing, performance monitoring, and service‑level accountability.
• Experience hiring, coaching, developing, and managing performance across customer‑facing teams.
• Exceptional organizational skills and attention to detail. You build systems that ensure important work gets done consistently, every day.
• Strong analytical skills, including experience building dashboards, monitoring KPIs, and using data to identify and solve operational problems.
• Hands‑on experience using AI tools, automation, or workflow technologies to improve operational efficiency.
• A track record of building and implementing projects that deliver meaningful, measurable improvements to business operations.
• Excellent judgment when balancing customer needs, company policies, operational constraints, and business outcomes.
• Strong written and verbal communication skills, particularly when handling complex or emotionally charged customer situations.
• High agency, urgency, and personal accountability. You don't wait to be asked to solve problems.
• Comfort operating in a fast‑paced startup environment where priorities change, resources are limited, and execution matters.
• A willingness to get into the details, do the work yourself when necessary, and lead by example.

Why This Role Is Different

Most customer support management roles focus on running an existing operation.

At Honey Homes, you'll be responsible for running the operation exceptionally well while fundamentally changing how it works.

We believe the best Member Success organizations combine rigorous daily execution with continuous operational improvement. Every member deserves a fast, thoughtful response today. But every recurring issue is also an opportunity to build a better system for tomorrow.

You’ll lead a team that is increasingly empowered by AI, build proactive engagement systems that anticipate member needs, and help create an organization that delivers a better experience as it scales.

If you're energized by operational excellence, love developing great people, and get excited about building systems that make entire organizations more effective, we'd love to meet you.

We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. Women and under‑represented minorities are encouraged to apply.

Compensation Range: $125K - $150K