Run Operations Manager — Property Specialists at Dwelly in London, UK

Job description

• We are seeking an experienced and highly organised Run Operations Manager to be the right hand to the Head of Property Specialists and own the day-to-day execution of their vertical.
• Property Specialists are unique in that they are a shared service, field-based layer across Dwelly. They carry out the work that has to happen in person: viewings, property inspections, inventory checks and more. They serve the needs of the tenant find, property management and payment functions, so that the end to end experience for tenants, landlords and contractors is seamless.
• You will run a team of 25+ people at start, growing to 100+ at scale, across our integrated agencies, through a layer of Team Leads. You own the structure, the scheduling, the standards and the performance of that team.
• This role exists to keep the operating model running at steady state. The strategy, direction and building of the function will be led by your head alongside product, analytics and engineering. Your mandate is to enforce adherence, manage performance, resolve breakdowns, and protect service quality as the business scales and evolves. We are looking for a strong operational leader with proven ability to run large, multi-layered teams in high-volume, KPI-driven environments.

Responsibilities

• Own day-to-day execution of your vertical across all integrated Dwelly agencies: enforce adherence to SOPs, dashboards and performance standards
• Achieve and surpass ~5 key metrics that matter for your vertical every day and every week; hold the line on service quality at all times
• Track and own leading indicators across daily, weekly, and monthly KPI cadence; surface emerging risks and intervene before service quality is felt by tenants or landlords.
• Run a tight performance management routine across TCs and the broader team, set expectations, identify under-performance, act quickly, document with rigour and fairness
• Resolve local agency escalations from TC’s and Managing Directors.
• Directly manage multiple Team leads, who in turn manage Property Specialists.
• Lead the team through a consistent operating rhythm: daily standups, weekly 1:1s, and weekly performance reviews. Coach to raise the bar, set the standard others follow, and build a culture of accountability. Hire and exit decisively. Work in close partnership with the Talent team to keep the pipeline warm.
• Partner with the three other Run Operations Managers, the 4 Heads, and the UK GM to keep the verticals running as one cohesive operation per agency.
• You are the conduit that works across front line and central teams: surface what's broken, what's slow, and what those teams need.

Requirements

• Experience: 10+ years in hands-on operational management, including 3–5+ years running 100+ people through a multi-layer structure (you managed coordinators / team leads who in turn managed individual contributors)
• Industries: Last-mile logistics, home services and field engineering, facilities management, domiciliary care, multi-site retail or branch networks, or any operation running a mobile workforce at scale.
• The common denominator: high volume, KPI-driven work delivered by people on the move, where service level is the product and performance can only be managed through data and a layer of team leads rather than by direct observation.
• Skills: Exceptionally organised and detail-oriented. Lives in the data, reads dashboards fluently, and moves fast when the numbers drift. Makes decisions grounded in evidence, not instinct.
• Team management: Exceptional people skills. Experience in hiring, performance-managing, coaching and building standards across hundreds of people via a coordinator layer
• Mindset: High operational rigor, “get things done” attitude
• Fast-growing, operationally-intensive businesses; multi-site / multi-branch structures; managing distributed teams alongside on-the-ground teams
• You should have seen 5x+ YoY growth with corresponding consequences for the team

Skills

Required

• Exceptional people skills

Benefits

• Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success.