Strategy & Operations Associate

Honey Homes • Oakland, CA

3d • Hybrid

About The Position

The Strategy & Operations Associate is a high-leverage individual contributor responsible for making the Member Success organization smarter, faster, and more scalable. This role sits at the intersection of member support, operations, product, and AI. You’ll spend time directly supporting members, deeply understanding where our experience breaks down, and then taking ownership of solving those problems through better processes, tools, automation, and cross-functional collaboration.
This role is ideal for someone who loves startups, enjoys rolling up their sleeves, and gets energized by turning messy operational problems into elegant systems.
This is a hybrid role: Oakland HQ, 4 days/week in-office.

Requirements

• AI-native builder: You instinctively reach for AI before manual work. You’re fluent with tools like Claude, ChatGPT, and modern automation platforms, and you use them to build workflows, agents, internal tools, documentation, and operational systems that dramatically increase leverage. You’re constantly experimenting with new capabilities and sharing what you learn.
• Analytical problem solver: You use data to understand problems before proposing solutions. You’re comfortable digging into metrics, identifying trends, testing hypotheses, and distinguishing symptoms from root causes. You make decisions based on evidence, not intuition alone.
• Systems thinker: You view operational challenges as system design problems rather than one-off issues. You naturally identify bottlenecks, failure points, and opportunities to simplify complex workflows through better processes, tooling, and automation.
• Ownership mentality: You take responsibility for outcomes, not just tasks. When you identify an opportunity, you investigate it, build a recommendation, align stakeholders, execute the solution, and measure its impact. You don’t wait to be told what to improve.
• Technical curiosity: You’re energized by learning new software, AI tools, operational platforms, and emerging technologies. While you don’t need to be an engineer, you’re comfortable working with technical teams, understanding system limitations, and translating business problems into technical solutions.
• Operational rigor: You bring structure to ambiguity through thoughtful documentation, clear processes, and disciplined execution. You believe scalable operations are built through repeatable systems, not individual heroics.
• Bias toward experimentation: You’re constantly testing ideas, measuring results, and iterating. Whether improving a workflow, introducing an AI agent, or redesigning a process, you prefer rapid experimentation over lengthy debate.
• Cross-functional influence: You build strong relationships across Product, Engineering, Marketing, Sales, Field Operations, and Member Success. You communicate clearly, support recommendations with data, and influence decisions through credibility rather than authority.
• Customer-centered decision making: You deeply understand the member experience and use that understanding to drive operational improvements. Every process, policy, and system you build is ultimately measured by its impact on homeowners.
• High-agency executor: You thrive in fast-moving, ambiguous environments. You’re equally comfortable developing strategy and rolling up your sleeves to execute, knowing that early-stage companies require both thoughtful planning and hands-on problem solving.

Responsibilities

• Own the operational intelligence behind the member experience: Develop a comprehensive understanding of the member lifecycle by combining frontline exposure with quantitative analysis. Build reporting, identify leading indicators of member friction, and proactively surface opportunities before they impact retention or satisfaction. Become the company’s source of truth for understanding member behavior and operational performance. Success measured by: actionable insights delivered, reduction in recurring issues, improved retention and NPS drivers, and adoption of operational reporting.
• Build the AI operating system for Member Success: Continuously identify opportunities to apply AI across member operations. Design and deploy prompts, agents, automations, knowledge systems, and internal tools that increase team leverage, improve decision quality, and reduce repetitive work. Success measured by: AI adoption, hours of manual work eliminated, workflow automation, and improvements in quality and consistency.
• Build scalable systems for a high-growth operation: Create the documentation, operating procedures, workflows, dashboards, and feedback loops required to scale Member Success without scaling complexity. Replace tribal knowledge with durable systems that improve execution across the organization. Success measured by: process adoption, operational consistency, onboarding efficiency, and reduced execution friction.
• Design and implement scalable operational improvements: Identify high-impact opportunities across member operations and independently drive solutions from diagnosis through implementation. Leverage process redesign, automation, AI, tooling, policy, and product improvements to eliminate root causes rather than treating symptoms. Success measured by: measurable operational improvements, reduced manual work, improved member outcomes, and successful delivery of cross-functional initiatives.
• Lead cross-functional operational execution: Partner with Product, Engineering, Marketing, Sales, and Field Operations to improve the end-to-end member experience. Translate operational insights into clear business requirements, influence prioritization, and ensure initiatives are successfully implemented. Success measured by: cross-functional initiatives launched, stakeholder trust, execution velocity, and measurable business impact.
• Operate as a force multiplier for the business: Take ownership of ambiguous, high-priority operational challenges wherever they arise. Balance strategic thinking with a willingness to execute, rapidly learn new domains, and solve problems that don’t yet have clear owners. Success measured by: speed of execution, business impact, organizational trust, and ability to consistently solve high-leverage problems.

What This Job Offers

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