Head of P&L Operations

Hassle Free Home Services•Rockville, MD

2d•Hybrid

About The Position

The Head of P&L Operations will manage market specific P&Ls and teams to deliver a best in class member experience across NPS, retention, and LTV. This is a dynamic role that must deeply understand our core service, how trust is built, and how teams work together to achieve their goals. This role reports directly to the CEO and works in close partnership with our Head of Platform Operations (Technology, HR, Vendors, Member Services), Head of Sales & Marketing, Head of Expansion and Finance team. If you are looking to be in the driver's seat of one of the fastest growing home services companies in the US, this is an ideal role for you.

Requirements

7+ years of P&L management experience, ideally across multiple markets or business units
Terrific manager and cross functional collaborator, comfortable driving alignment across GMs, Platform Ops, Sales & Marketing, Expansion, and Finance
Customer centric thinker who translates live insights into so what strategies, not just metrics
Proven track record improving unit economics and NPS, with real numbers to point to
Started career in consulting or similar, then worked in a fast growing startup
Held real P&L accountability for market results, not just an advisory or staff role
Understands field or service delivery operations at the ground level, including labor scheduling and utilization
Good instincts for when to standardize across markets versus let GMs adapt locally
Thrives in a founder-led environment where structure is still being built
Direct communicator, comfortable delivering hard truths to leadership and underperforming GMs

Responsibilities

Manage market specific P&Ls and teams to deliver a best in class member experience across NPS, retention, and LTV.
Ensure market GMs are led by a true operating leader.
Achieve clear goals for members, revenue, labor efficiency, margin, retention, and customer experience in each market.
Improve labor utilization, scheduling, productivity, and service delivery consistency.
Find ways to earn more share of spend in each market and make money while also enhancing member experience.
Build repeatable operating playbooks for launching and scaling markets.
Shift founder time away from daily market management to marketing and company building.