Director of Market Operations

Hassle Free Home Services•Rockville, MD

5d•Onsite

About The Position

The Director of Market Operations supports day-to-day operating performance across markets in Maryland, DC, and Virginia. This hands-on leader works with local teams to deliver a strong member experience, measured by NPS, retention, and lifetime value. The role includes regular work in members’ homes, on schedules, and with operating results, and partners closely with the Head of P&L Operations, Marketing, Member Services, and service delivery teams. The Director leads Home Managers, Technicians, and Member Services teams; manages budgets and personnel allocation; sets measurable goals; and holds teams accountable for productivity, service quality, and revenue. The role oversees staffing, hiring, onboarding, training, coaching, daily operations, scheduling, resource allocation, job-site quality, vendor relationships, and local assets such as vehicles and office space. The Director serves as an escalation point for member concerns and builds repeatable operating playbooks, including the use of AI in daily processes. The position is based on-site in Rockville, Maryland, five days a 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 results.
Ground-level understanding of service delivery, including labor scheduling and utilization.
Ability to hire, coach, and address underperformance directly and promptly.
Customer-centric approach that turns live feedback into concrete action.
Judgment to determine when to standardize processes across markets and when local teams should adapt.
Ability to partner cross-functionally with Platform Ops, Sales & Marketing, and Finance.
Ability to thrive in a founder-led, fast-growth environment where structure is still being built.
Must be based in the DC region and able to work on-site in Rockville, Maryland, five days a week.

Nice To Haves

MBA.

Responsibilities

Lead Home Managers, Technicians, and Member Services teams to deliver best-in-class service.
Manage budgets and personnel allocation, set measurable goals for each team, and hold teams accountable for productivity, quality, service, and revenue targets.
Lead weekly team meetings, stand-ups, and culture-building events; meet regularly with teams and remove obstacles.
Recruit, interview, and onboard field talent, maintaining staffing levels ahead of operational and growth needs.
Train teams on service standards, job execution, safety, and member interaction; provide ongoing coaching and improvement plans when performance slips.
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 ensure work quality and adherence to company standards.
Build strong vendor relationships to support timely, complete project execution.
Oversee local assets, including vehicles and office space.
Ensure markets have clear, owned goals for members, revenue, labor efficiency, margin, retention, and customer experience.
Coach and hold local operations teams accountable for consistently hitting plan.
Improve consistency in labor utilization, scheduling, productivity, and service quality across MD, DC, and VA.
Grow the share of each member’s home spend while improving the member experience.
Develop repeatable operating playbooks that other regions can adopt.
Build AI into daily processes to operate more efficiently and share learnings across teams.
Free leadership time from daily market management so leaders can focus on growth and company building.