Manager, Member Success

Honey Homes•Oakland, CA

10h•Hybrid

About The Position

The Manager, Member Success owns the day-to-day performance of Honey Homes’ Member Success organization while building the systems, tools, and processes needed to deliver an exceptional member experience at scale. This hands-on operational leadership role is accountable for ensuring member messages are answered, issues progress toward resolution, and the team consistently meets service-level and quality goals. The manager leads staffing, coaching, performance monitoring, queue management, and escalation handling, while maintaining the operating discipline required to run a high-performing support organization. The role also drives operational improvements, including AI automation, dashboards, tools, and strategic workflow initiatives that improve member and business outcomes. The manager owns membership renewals and retention, proactive member engagement, handyman transitions, operational policies, and processes for connecting members with third-party service providers. They partner with Product, Engineering, and Field Operations to expand automation and coordinate seamless member experiences. This is a hybrid role based at Honey Homes’ Oakland headquarters, with four days per week in the office. The role is suited to an operational leader who is comfortable managing team performance, resolving member escalations, analyzing support data, and personally building improved workflows in a fast-paced startup environment.

Requirements

At least 8 years of experience in customer support, customer success, operations, or a related field, including meaningful people management experience.
Demonstrated experience running high-volume customer operations with rigorous queue management, staffing, performance monitoring, and service-level accountability.
Experience hiring, coaching, developing, and managing performance across customer-facing teams.
Exceptional organizational skills and attention to detail, including the ability to build systems that ensure important work is completed consistently.
Strong analytical skills, including experience building dashboards, monitoring KPIs, and using data to identify and solve operational problems.
Hands-on experience using AI tools, automation, or workflow technologies to improve operational efficiency.
A track record of building and implementing projects that deliver meaningful, measurable improvements to business operations.
Strong judgment in balancing customer needs, company policies, operational constraints, and business outcomes.
Strong written and verbal communication skills, including the ability to handle complex or emotionally charged customer situations.
High agency, urgency, and personal accountability, with an inclination to solve problems without waiting to be asked.
Comfort working in a fast-paced startup environment where priorities change, resources are limited, and execution matters.
Willingness to work hands-on, get into the details, and lead by example.

Responsibilities

Own daily Member Success performance, including queue management, response times, service-level agreements, quality standards, and escalations.
Develop daily operating rhythms, accountability, and visibility so that member messages and issues are handled reliably.
Manage staffing, scheduling, hiring, coaching, and performance management for the Member Success team.
Establish clear expectations, ensure appropriate coverage, and develop a team that handles complex member problems independently.
Lead AI and automation initiatives for member support, including work with Sherlock, Honey Homes’ AI-powered member assistant.
Build dashboards and AI-powered workflows to improve operational visibility, identify bottlenecks, and increase productivity.
Partner with Product and Engineering to expand automation while maintaining a strong member experience.
Build and improve the membership renewal process, including proactive outreach, at-risk member identification, retention workflows, operating metrics, and execution.
Develop proactive member engagement processes using member behavior, lifecycle milestones, and operational signals to trigger timely outreach and interventions.
Own and scale the process for transitioning members between handymen, coordinating with Field Operations to preserve trust and continuity of service.
Develop, document, communicate, and maintain policies, processes, operating standards, and escalation protocols for consistent decision-making.
Own processes connecting members with third-party service providers and explore integrations and technology-enabled workflows that reduce manual coordination.
Build staffing models, performance expectations, coaching practices, and hiring practices that support a high-performing team.
Establish reporting and dashboards for queue health, response times, team performance, member satisfaction, and automation effectiveness.
Operationalize scalable workflows and integrations for third-party services and handyman transitions.