Head - Service Operations

Since its inception in 2003, driven by visionary college students transforming online rent payment, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, we blend startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. We passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

We are seeking a highly experienced and motivated [Sr Director/Vice-President] of Service Operations to lead our growing team. This operations leader is critically responsible for overseeing and scaling our India-based operational teams. This individual will report to the Managing Director, India, and work closely with other India & US leadership, including R&D, Implementation, Support and Services. The primary focus will be on managing existing shared service teams (Utility Operations, Professional Services/Implementation, Support, Marketing Services, etc.) and strategically expanding the India operations to encompass additional functions, optimizing for cost and process efficiency and operational excellence. This role requires a proven leader with experience in building and managing high-performing teams, preferably within the SaaS industry.

Responsibilities will Include

• Operational Leadership: Provide strategic leadership and direction to the India-based operational teams, ensuring alignment with global company objectives and India-specific goals.
• Team Management: Directly manage and mentor a diverse team of operational professionals across various functions, fostering a culture of high performance, collaboration, and innovation.
• Shared Services Expansion: Develop and execute a strategic plan for transitioning additional operational functions to the India office, focusing on cost reduction, process improvement, and service level optimization. This includes identifying suitable functions, planning the transition, and managing the successful execution.
• Operational Excellence: Drive operational excellence across all managed teams by implementing best practices, streamlining processes, and leveraging technology to improve efficiency and productivity.
• Budget Management: Develop and manage the operational budget for the India teams, ensuring cost-effectiveness and maximizing ROI.
• Cross-functional Collaboration: Collaborate closely with other India leadership, particularly the R&D leadership, as well as global stakeholders, to ensure seamless integration and alignment of operations with other departments.
• Vendor Management: Oversee relationships with key vendors and partners, ensuring service level agreements are met and costs are managed effectively.
• Performance Monitoring: Establish key performance indicators (KPIs) and metrics to track the performance of the India operations, providing regular reports to the Managing Director and other stakeholders.
• Compliance & Risk Management: Ensure compliance with all relevant regulations and company policies, and proactively identify and mitigate operational risks.
• Talent Acquisition & Development: Lead the recruitment and development of top talent for the India operational teams, building a strong and sustainable workforce.

Minimum Qualifications

• Bachelor's degree in a related field.
• 15+ years of progressive experience in operations management.
• Proven track record of building and managing high-performing teams, including experience with remote or geographically dispersed teams.
• Strong understanding of shared services models and experience in transitioning operational functions.
• Proven ability to oversee multiple technical and operational functions, ensuring alignment with company objectives and delivering scalable, high-quality services.
• Exceptional ability to collaborate with cross-functional teams globally, including R&D, Implementation, and Support, to drive operational efficiencies and optimize service delivery.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication, interpersonal, and presentation skills.
• The ideal candidate has significant experience leading operations in a global, multi-region organization, working across different time zones and cultural environments.
• Experience with India operations and familiarity with the local business environment.

Preferred Qualifications

• MBA or other advanced degree.
• Experience in the SaaS industry.
• Experience with specific SaaS tools or technologies relevant to your company.
• Proven track record of successfully transitioning operational functions to lower-cost locations.
• Experience with vendor management.
• Experience with budget management and financial reporting.
• Deep understanding of operational excellence methodologies (e.g., Lean, Six Sigma).
• Experience scaling operations in a rapidly growing company.
• Familiarity with relevant regulatory requirements and compliance standards.

Members of the team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” We are dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?