Director of Operations, Continuous Improvement

| Greater NYC Area
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Great Jones is looking for a Continuous Improvement/Special Operations Director to help us deliver an exceptional customer experience to our owners and tenants. We’re looking for an individual who can think strategically, execute quickly, and is excited about building the tools and processes that will enable our Property Management team to deliver an industry leading, cost-effective customer experience to our owners and tenants. To be successful in this role, you need to be able to think strategically and be able to execute quickly. 

In this role, you can expect to work on projects like the following: 

  • Tear down existing processes and generate insights from best-in-class benchmarks and our team of industry experts to redefine how we deliver a world-class experience
  • Build foundational processes that will help us scale faster 
  • Constantly iterate on operational processes to drive efficiencies for the business 
  • Inform and utilize performance dashboards to monitor progress on efficiency tests 

This is a hands-on role and we’re looking for someone who is motivated about what we’re building and eager to grow with our team. 

Who you are 

  • Customer Focused - You remain focused on the customer experience at all times and understand the strategic importance of customer experience to our organization
  • Excellent communicator - you have exceptional written & verbal communication skills 
  • Natural problem solver - you love solving problems in a creative way 
  • Able to multitask and prioritize - you feel comfortable in an environment with competing priorities. 
  • You are ego-free - a strong collaborator who values great ideas from all people at all levels of the organization
  • Strong analytical background, including the ability to break down and work through complex problems in a structured manner, using both quantitative and qualitative methods
  • Ability to see the big picture while maintaining close attention to detail
  • Exceptionally well-organized
  • Detail oriented - you are energized to get into the weeds of processes and touchpoints across the customer journey 

Required Experience 

  • At least 6-8+ years in impactful operational roles at high-growth, customer-centric companies. 
  • Experience delivering excellence within a context of complex, diverse customer-facing operations
  • Previous experience in management consulting

About Great Jones:

Great Jones brings ease and performance to rental ownership and living, starting by reinventing property management for the several trillion (!) dollars in rental homes owned by small-scale investors. 

We’re replacing an experience that has historically been heavily operational, low-tech, and stressful with one delivered through modern software, thoughtful experience design, real benefits of scale, and the right blend of local & centralized operations.

By providing a seamless, full-service experience for owners and residents, we aim to make ownership worry-free and more profitable for the 25 million Americans who own rental homes. In doing so, we become the operating system around our owners’ most valuable investments, as well as our residents’ homes.

And we’re doing this within an enormous addressable market, with highly attractive unit economics, where competition is deeply fragmented and notorious for subpar service.  

We are growing rapidly with nationwide expansion on deck -- headquartered in Manhattan with on-the-ground operations in 20 markets across 9 states.

Our leadership team has built digital platforms and operational machines that have powered hundreds of millions of dollars' worth of transactions for marketplace businesses like 1stdibs, Skillshare, and Warby Parker.

We’ve raised over $30 million (including our recently closed Series B) from top investors including Crosslink Capital, Navitas Capital, Zigg Capital, Juxtapose, and top NYC angels & real estate entrepreneurs including Kevin Ryan, David Rosenblatt, and Jason Finger, who have founded or led companies such as Seamless, Gilt Groupe, MongoDB, DoubleClick, 1stdibs, Floored, and others.

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Location

Our office sits at the nexus of Koreatown and NoMad. Bibimbap to the left; all the Avocado Toast to the right. Plenty of coffee.

An Insider's view of Great Jones

What’s the vibe like in the office?

It's definitely a startup environment in that people dress casual, there is an open floor plan, and a buzzing energy. At the same time you can feel that people on the team take their work pretty seriously (but not themselves too seriously). There are a number of team traditions without it feeling like a cliche startup.

Max

VP, Sales

How do you collaborate with other teams in the company?

Collaboration is as simple as turning to the person next to you or sending a quick slack message (creative GIFS are highly encouraged) asking for help or input. Where we shine as an organization is in our ability to bring together people with really deep and varied experiences.

Laura

Growth Operations Lead

How does the company support your career growth?

For self-starters, this is the place to be. You'll find each challenge ladders up to an outcome with real impact on the business. If you're thinking about the story that you want to tell when you outgrow your next role, Great Jones will give you the opportunity to write your own narrative and gain access to the resources you need to get there.

Kahala

Growth Marketing Manager

How do your team's ideas influence the company's direction?

Our unusually cross-functional team brings deep insights both from past experience and day-to-day work. By making the customer experience our North Star and letting the best idea prevail, regardless of where it's from, we'll reinvent how people interact with this massive asset class.

Jay

Founder, CEO

What does career growth look like on your team?

Great Jones is built to be a true meritocracy. The best ideas win, and can come from anyone, at any level. Team members who show great instincts and build a track record of strong decision-making get more responsibility. Rinse and repeat! There is no ceiling. And the whole team is supportive of promoting from within.

Abigail

Co-Founder, Head of Growth

What are Great Jones Perks + Benefits

Great Jones Benefits Overview

Great Jones offers full medical, dental and vision benefits, as well as generous time off and all the snacks you'd imagine. There is cold brew on tap, naturally. We provide team lunch 1x week.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Culture Committee
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Quarterly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
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