Director of Market Operations

Hassle Free Home Services•Rockville, MD

5d•$140,000 - $160,000•Onsite

About The Position

The Director of Market Operations supports day-to-day operating performance across markets, working with local teams to deliver a best-in-class member experience measured by NPS, retention, and lifetime value. This is a hands-on operating role involving regular work in homes, schedules, and performance metrics. The Director works closely with the Head of P&L Operations, Marketing, Member Services, and service delivery teams. The role leads market operations across Maryland, Washington, DC, and Virginia, with responsibility for team performance, budgets, staffing, service quality, productivity, revenue, and customer experience. The Director develops consistent operating practices and playbooks that can be adopted by other regions, builds vendor relationships, and incorporates AI into daily processes to improve efficiency and share learnings. The position is based on-site in Rockville, Maryland, five days per week, and is intended for candidates in the DC region.

Requirements

At least 7 years of operating experience with P&L ownership, or experience as a former military officer.
Experience leading teams in the field and driving frontline performance.
A track record of owning results in P&L, unit economics, and customer satisfaction, supported by measurable outcomes.
Understanding of service delivery at the ground level, including labor scheduling and utilization.
Ability to hire, coach, develop leaders, and address underperformance directly and promptly.
Customer-centric approach and ability to turn live feedback into concrete action.
Good judgment about when to standardize practices across markets and when to allow local adaptation.
Strong cross-functional partnership skills, including work with Platform Ops, Sales & Marketing, and Finance.
Ability to thrive in a founder-led, fast-growth environment where structure is still being built.
Based in the DC region and able to work on-site in Rockville, Maryland, five days a week.

Nice To Haves

MBA preferred.

Responsibilities

Lead Home Managers, Technicians, and Member Services teams to deliver high-quality service; manage budgets and personnel allocation, set measurable team goals, and hold teams accountable for productivity, quality, service, and revenue targets.
Lead Technicians and Home Managers through weekly team meetings, stand-ups, and culture-building events; meet regularly with teams and remove obstacles.
Recruit, interview, and onboard field talent, keeping staffing levels aligned with operational and growth needs.
Train teams on service standards, job execution, safety, and member interactions; provide ongoing coaching and implement improvement plans when performance declines.
Deliver a high-trust member experience that drives referrals and serve as the escalation point for member concerns.
Oversee daily operations, scheduling, and resource allocation; visit job sites to check quality and adherence to company standards.
Build strong relationships with key vendors to support timely and complete project execution.
Oversee local assets, including vehicles and office space.
Establish clear market goals for members, revenue, labor efficiency, margin, retention, and customer experience.
Improve consistency in labor utilization, scheduling, productivity, and service quality across Maryland, Washington, DC, and Virginia.
Develop repeatable operating playbooks that other regions can adopt and integrate AI into daily processes.