Operations Manager

About this role

About Belong
We didn't build a better property management company. We replaced the need for one.
Belong is the operating system for rental homeownership. One system that runs rent, maintenance, finances, residents, and visibility end to end. Not a person juggling disconnected tools. A system that gets smarter every single day, with every home we add.
We've survived Covid, the tech crash, and the toughest capital markets cycle in a generation. We are growing fast, we are AI-first, and we are building something that has never existed before.
Our 200+ Belongers are strong, curious, and unreasonably ambitious. If you want a passive role at a company that's okay with average, this is not it.

The Role
You own the two moments that define how members experience a home physically: the day they move in, and every day after.

Move-ins set the tone for the entire resident relationship. Homecare determines whether homeowners trust us with their most valuable asset. Get these right and members stay. Get them wrong and no amount of great communication recovers it.

This is not an operational back-office function. Homecare and Move-ins are where Belong's promise becomes real, in a specific home, on a specific day, for a specific person. You are accountable for what that experience actually feels like.

You lead a team based in Buenos Aires, manage a network of Belong Pros across markets, and work directly with Engineering and Product to build and improve the systems behind the operation. You do not wait for someone else to bring AI to your teams. You lead it yourself.

Success in this role is measured by CSAT, SLA compliance, move-in completion rates, escalation volume, and the quality scores of the Belong Pro network you manage. The data tells you where the operation is breaking. You decide what to do about it.

What You'll Own
Operational Excellence Across Homecare and Move-ins
You own end-to-end quality across both programs in all markets. Every home is clean, documented, safe, and ready at move-in. Every repair is resolved fast and right. When escalations require senior judgment, you step in, own the resolution, and close it with transparency.
You build the feedback loops that turn field data into process improvements, and you use CSAT, SLA, and quality metrics to continuously raise the bar. The standard is yours to set and yours to defend.

AI-First Operations
At Belong, AI is not a feature. It is the infrastructure. You own the AI roadmap for Homecare and Move-ins: what gets automated, what stays human, and what comes next.
You work hands-on with AI tools. You build prompts, test agents, design automation workflows, and iterate until they perform. You train your Leads to adopt them, measure the impact, and scale what works. You translate operational pain points directly into product requirements without needing a translator.
You partner with Engineering and Product as a domain expert with urgency. The expectation is that you reduce manual work, increase throughput, and make the operation more intelligent over time.

Program Architecture and Scaling
You architect and scale Homecare and Move-ins operations across multiple markets. You own service delivery, quality control, KPI outcomes, and continuous improvement. You build and evolve the SOPs that set the gold standard for home quality and move-in readiness.
You manage and continuously elevate the Belong Pro network: quality scoring, performance tracking, and relationship management. The professionals who show up at a home are the face of Belong in the field. Their performance is your accountability.

Team Leadership
You lead, train, and scale a high-performing team in Buenos Aires. You set the tone, the tempo, and the bar for excellence, then raise it. You develop Leads into problem-solvers who own outcomes, not just tasks.
The culture you build inside your team shows up in how members experience their homes. The connection between the two is direct.

Data and Decision-Making
You design and manage dashboards with full visibility into program performance: SLA, open work orders, move-in completion rates, CSAT, and escalations. You translate raw data into decisions that move the needle on quality, speed, and homeowner satisfaction.
You identify systemic risks before they become member problems. The data is not a report you read. It is the instrument you use to run the operation.
Requirements
What We're Looking For
On Experience
Background in hospitality, facilities management, home services, or service-oriented operations at scale.
Product instincts: you have built, shipped, or scaled technology-driven solutions. You write requirements, prioritize backlogs, and make product decisions that improve operations.
Hands-on AI fluency: you work with prompts, agents, and automation logic. You meet with engineers about models and pipelines. You do not need someone to translate your operational needs into product specs.
Deep experience designing and running field or home services operations in a technology-enabled environment.
Strong command of systems thinking, process design, and data analytics. SQL, Looker, Tableau, or equivalent.
Proven track record building and scaling teams in ambiguous, high-growth environments.
Demonstrated ability to influence cross-functional partners without direct authority.

On Mindset
You think in systems. You see a broken process before it becomes a member complaint, and you fix it at the root.
You own outcomes end to end. A work order is not closed because it was assigned. It is closed because the home is right and the member confirmed it.
You move fast without cutting corners on quality. Speed and precision are not in tension for you. They are the same standard.
You build teams that operate independently. You develop people who solve problems without needing you in the room.
You are as comfortable in a dashboard as you are in a one-on-one. You use data to lead, not to report.
You treat every homeowner's home as if it were…