Agent Operations Lead

Mainstay Labs Inc.

3d • $120,000 - $140,000 • Remote

About The Position

Mainstay is hiring an Agent Operations Lead to own operating results for portfolios belonging to large institutional owners of single-family rental homes. The role owns customers’ portfolios end to end—from the time a home enters the portfolio through closing—including dispositions and, in some cases, acquisitions. The Lead serves as the customer’s day-to-day operating counterpart to directors and analysts, working alongside a business relationship lead who owns the commercial relationship. Responsibilities include running customer operating cadences, providing analysis, identifying and addressing problems, communicating candidly with customers, and setting priorities across agents, pricing, field, and transaction coordination teams. This is an influence-without-authority role without direct reports or an individual listing book.

The Agent Operations Lead also helps launch new customers, markets, and programs such as REO, and runs them after launch. The role is at a fast-moving Series A startup where tools, processes, and customer needs may change frequently. Mainstay provides off-the-shelf and proprietary AI tools to automate work such as system reconciliation, exception identification, and drafting updates, allowing the Lead to focus on customer relationships, judgment calls, and escalations.

The role reports to the Manager, Brokerage Operations. It is fully remote within the United States, with occasional travel to customers and launches. Most work takes place during business hours, but some evenings and weekends are required when escalations or deals demand it.

Requirements

• 5+ years in real estate operations, portfolio or asset management, or account management for institutional or high-volume real estate customers.
• Demonstrated ownership of a portfolio outcome or the operating side of a customer relationship, including reporting cadence and difficult conversations.
• Working knowledge of the full transaction lifecycle, including pricing, listing, offers and negotiation, and contract to close.
• Experience launching a new customer, market, or program and taking it to steady state.
• Specific, demonstrable workflows using at least one general-purpose LLM (ChatGPT, Claude, or Gemini) on a real portfolio or pipeline, with examples and impact to discuss.
• Judgment about when not to use AI and ability to check AI outputs for accuracy and Fair Housing compliance before they reach a customer or counterparty.
• Comfort with spreadsheets, dashboards, a CRM or transaction management system (Salesforce or similar), G-Suite, Slack, and MacOS, while working across several systems.
• Strong written and verbal communication skills, including the ability to communicate clearly and persuasively with customer directors and cross-functional partners.
• Comfort working some evenings and weekends when required and with occasional travel.

Nice To Haves

• Single-family rental (SFR) experience; strongly preferred.
• Acquisitions experience.
• Real estate license; preferred but not required.
• SQL or business intelligence tool experience.

Responsibilities

• Own assigned customers’ portfolios end to end, from home intake through closing, including dispositions and, in some cases, acquisitions.
• Serve as the day-to-day operating counterpart to customers’ directors and analysts, in partnership with a business relationship lead who owns the commercial side.
• Run the customer operating cadence, bring analysis, identify and address problems early, and communicate candidly about results and issues.
• Set priorities across agents, pricing, field, and transaction coordination teams without direct authority over those teams.
• Learn and execute each customer’s portfolio playbook and operating objectives.
• Launch new customers, markets, and programs such as REO, and operate them once they are live.
• Use AI and other tools for portfolio operations while exercising judgment about when not to use AI and checking outputs for accuracy and Fair Housing compliance.
• Work occasional evenings and weekends when escalations or deals require it, and travel occasionally to customers and launches.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed