Senior Operations Manager (Maintenance) New London, UK

Dwelly it's a property tech start up founded in 2023. We are building AI-driven rental management platform with focus on long-term residential rentals in UK. It's end-to-end marketplace platform serving both landlords and tenants. We help to improve the rental processes and making decision faster. We are taking care of contract management, payments, property, tenant and landlord management.By reengineering traditional agency processes, we elevate client experiences and drive efficiency.

Dwelly is building the leading residential lettings and property management platform in the UK. We acquire and integrate local letting agencies into a unified Dwelly Operating Model, underpinned with the centralised Dwelly CRM. Our mission is to deliver best-in-class property management experience for landlords and tenants, while scaling operational efficiency across thousands of managed homes.

The Senior Operations Manager (Maintenance) will build and lead Dwelly's centralised function for managing compliance and maintenance service providers across our growing portfolio.

This is a new function at Dwelly: today, each agency works with its own set of mostly legacy providers with their own policies and processes. As we rapidly scale our portfolio of properties, we need to build a unified, standardised approach to provider management - ensuring that we are cost-effective and profitable whilst maintaining industry leading service quality and speed.

• Drive strong tenant and landlord satisfaction by ensuring provider works are delivered to an industry leading level of quality, reliability and professionalism.
• Standardise and continuously optimise agency agnostic provider processes and engagement.
• Create a resilient operating model that scales in line with portfolio growth. i
• Build a clear performance management framework that enables robust oversight of provider network and ensures rapid identification and resolution of issues.
• Define and establish clear KPI's and SLA's with providers.
• Manage and grow a robust network of trusted, cost-efficient local Maintenance Providers.
• Develop training materials and processes to ensure providers operate to Dwelly's SLAs and standards.
• Increase Dwelly's profitability from provider operations whilst maintaining exceptional customer experience.
• Drive additional revenue streams through Contractor Commissions while maintaining service quality.

• Experience: 5+ years in tech companies in operations, vendor management, business consulting. Proven track record of driving end to end transformation across internal stakeholders and external partners, building scalable processes and managing third party supplier networks. Prior success in marketplace environments is a plus.
• Skills: Strong leadership presence, exceptional organisational and analytical skills, ability to build scalable processes, and excellent stakeholder management.
• Background: Experience in operational tech businesses or scaling property/asset management functions. Prior consulting background (Manager/Senior level) is a plus.

Compensation & Benefits: Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success.