General Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage daily operations while spearheading client retention, development of new service lines, and enhancements in operations and systems.

• Take charge of the overall strategy and operational plan aimed at minimizing churn and boosting client retention.

• Identify drivers of churn and establish client health metrics, reporting mechanisms, and proactive alert systems.

• Create and refine processes for onboarding, engagement, performance evaluations, renewals, and reactivations.

• Oversee and hold accountable the Account Management Team Lead directly.

• Guide the design, testing, and launch of new service offerings.

• Define business cases, delivery methods, technology needs, staffing requirements, operational procedures, and success metrics.

• Conduct structured pilots, evaluate client outcomes and unit economics, and advise on refinement, scaling, or termination of services.

• Integrate successful offerings into sales, fulfillment, account management, and reporting workflows.

• Oversee service delivery, capacity planning, workflow management, quality assurance, and resolution of issues.

• Facilitate the operating rhythm, including OKRs, weekly KPI assessments, dashboards, documentation, and follow-up actions.

• Develop and enhance scalable processes and standard operating procedures.

• Drive the adoption of AI tools that assist the human texting team and manage relevant technical talent or vendors.

• Streamline operations by eliminating unnecessary costs, complexity, and manual tasks while ensuring client outcomes and service quality are maintained.

⛳️ Requirements

• Proven operations leadership experience in a small, rapidly growing company.

• A demonstrable history of reducing churn, enhancing retention, or significantly improving the customer lifecycle.

• Experience in launching new services, products, channels, or operational capabilities from conception to execution.

• Strong leadership and performance management skills, including experience overseeing managers or functional leaders.

• Practical knowledge of AI, automation, and process redesign, with evidence of leveraging technology to enhance teams and optimize manual workflows.

• Excellent analytical and commercial judgment, with the capability to convert data into priorities and actionable steps.

• Effective communication skills, high accountability, and the ability to work independently while closely collaborating with the founder.

• Experience in leading operations within a B2B online service-oriented business is preferred.

• Experience in the home improvement sector is a plus.

🏝️ Benefits

• Profit-sharing opportunities based on performance.

• Comprehensive healthcare coverage along with additional employee benefits.

• Unlimited paid time off policy.

• Fully remote working setup.

• Significant scope for responsibility, autonomy, and a pathway to broader executive roles as the company expands.