Director of Operations

| Greater NYC Area
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The Company

Orchard is transforming the way people buy and sell their homes. Simplifying it, to the way it should have always been; fair and true to market, straightforward, easy. Every year in the U.S., $1.5 trillion of single-family residences transact, generating over $120 billion of fees in a process that has changed little in decades. For the average American, the home purchase and sale process takes months, creates anxiety, and is filled with uncertainty and hassle.
Orchard offers a modern alternative, making one of life's biggest decisions – the sale and purchase of a home – stress free, fair and simple.
Orchard launched in 2017 and was previously known as Perch. The company is headquartered in New York City, has 200+ employees and has grown 10x year over year. We have raised over $300 million in financing from top tier investors including: Firstmark, Accomplice, Navitas and Juxtapose.

We are proud to be recognized by Inc. Magazine as a best workplace of 2020 and have a 4.9 Glassdoor rating!

Role and Responsibilities

As our Orchard Director of Operations you will be responsible for ensuring our customers have the best possible experience with Orchard. We’re looking for someone with experience in complex fast paced environments that’s ready to roll their sleeves up and make an immediate impact. You will report to Jenna Rozenblat, Orchard’s Head of Real Estate Operations. This role will be based in one of Orchard’s existing markets, with a preference for Austin, TX.

What You’ll Do

  • Serve as the escalation point across the company for any customer issues, working to resolve them in a timely, customer-focused manner 
  • Perform root cause analysis on issues that arise to determine how operational processes can be improved in the future
  • Identify opportunities to improve the customer experience and work with appropriate teams to execute against these opportunities
  • Audit existing processes to ensure they are working properly as our business evolves
  • Partner with business stakeholders across various functions to drive process implementation and improvement

Personal Characteristics

  • Customer-first mentality
  • Thrives in a fast paced, complex environment with evolving priorities
  • Able to take on ambiguous challenges and arrive at concise conclusions
  • Systems-thinker with process-oriented mindset 
  • Strong verbal and written communication skills with an eagerness to collaborate
  • High energy and action-oriented with a history of getting things done in complex, fast moving environments.  Successful in scrappy and entrepreneurial environments, with a drive to get things done
  • Strong interpersonal skills and ability to gain alignment across people at various levels and functions
  • Results orientation with a strong work ethic. Must be tenacious, with the emotional intelligence to know when to push harder and when to look for alternative approaches
  • Strong multi-tasker with the ability to prioritize work based on business and operational needs

Required Qualifications

  • 5-10+ years of experience in customer experience, customer success, operations, program management, or similar fields. Preference for experience working at a tech company. 
  • Bachelor’s degree in a related field; MBA optional
  • Experience working in a transactional role is an advantage, but not a requirement 
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • PandasLibraries
    • scikit-learnLibraries
    • AngularJSFrameworks
    • TensorFlowFrameworks
    • BottleFrameworks
    • PostgreSQLDatabases

Location

31 West 27th St, New York, NY 10001
Orchard: Come With Sleeves Rolled Up, Ready To Make Real Estate Simple
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An Insider's view of Orchard

How does your team reward individual success?

We recognize employees in a variety of ways on a regular basis. At Orchard feedback is a gift and every employee truly lives out our company values. Our team makes a point to shout out individual successes in our #shoutouts channel in Slack and every month during Town Hall. Not an ounce of hard work goes unnoticed!

Leah

Executive Assistant

What kinds of technical challenges do you and your team face?

Each home is unique and comes with its own challenges and surprises. Even though our team has been through hundreds of transactions, we're always learning, growing, and improving our process with each home we acquire. On the engineering side, that means never being satisfied and constantly pushing ourselves to iterate quickly and deliver quality.

Toni

Engineering

What makes someone successful on your team?

Curiosity, scrappiness, and a sense of urgency. We move quickly to accomplish our goals, but leave time and space to think outside the box. All of our functional areas work together to build an exceptional brand, product, and customer experience, so communication and collaboration are key skills as well.

Steph

Marketing

What is your vision for the company?

We're looking to make buying and selling a home as easy as trading in a car. We believe that through technology, human-centered design, and exceptional operations we can remove the friction from the biggest financial transaction of our customers' lives. As a team, we get to make real progress towards achieving this vision every day.

Phil

Growth & CX

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

At Orchard, our mission is to provide the most stress-free, fair and simple way to buy a home. The Investments team that I lead contributes to this mission by providing a fair market value estimation for our customers’ homes. Our approach integrates human judgement alongside an internal valuation algorithm to price every home.

Ray

Investments Manager

What are Orchard Perks + Benefits

Culture
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Happy Hours
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