Operations Manager

**A propos de nous**

Settlesweet est la start-up technologique qui veut révolutionner la manière d’accéder au logement, en proposant:

- un outil destiné aux agents immobiliers pour faciliter la mise en location de biens
- un service d’accompagnement pour les employés en mobilité dans leur recherche de logement, en place chez de nombreuses start-ups françaises (Doctolib, Qonto, Swile, Vestiaire Collective, Aircall...)

Nous sommes installés à Station F, le plus grand incubateur du monde, au centre de l'écosystème startup français et nous sommes soutenu par l'Ecole Polytechnique.

**Notre histoire**

Guillaume Seiler (ESSEC) et Mathieu Brun-Picard (Arts et Métiers) ont lancé Settlesweet il y a deux ans.

Tous deux ont vécu plusieurs déménagements à travers le monde (USA, Inde, Chine, Vietnam, etc...) et se sont rendus compte qu'il n'existait aucun service pour simplifier l'expérience de recherche de logement.

**Notre vision**

Permettre à chacun de s'installer sans effort partout dans le monde

**Notre mission**

**Nos valeurs**
- Always Customer First
- Be Humble & Curious
- Be Bold
- Go the Extra Mile
- Get Things Done

**Description du poste**:
We need you to be in charge of our Home Search service operations.

**Mission**

As our Operations Manager, your mission will be:

- to improve our current processes (from Onboarding to Customer Success & Administrative tasks)
- Increase the operating performance
- Keep a high level of customer satisfaction (we currently have a NPS of 79)

You will design & implement new Ops processes (with scalability always in mind) and you will also manage the operations team to ensure best practices are followed.

**What you will do**

Our goal is to triple the monthly volume of searches we currently close and we need your help to build and enforce the processes to handle this workload.

**Your first month**
- Because we believe that experience is the best teacher, you will start your new job by performing all the roles inside our operations team to acquire a deep understanding of our processes:

- Home Matcher
- Move In Specialist
- Lead Home Matcher
- You will also interview team members to get feedback on what they think we could improve.

**Your first quarter**
- With now a clear idea of what the team is currently doing, you will start to:

- Maintain and deploy process automation with Zapier and other tools to ensure the scalability of our processes and improve operational output
- Set the processes & stack: Choose the most appropriate tools and make sure they are correctly implemented within the Ops department
- Manage our knowledge base: You will ensure that our knowledge base is always up to date and that every possible case is accurately documented.

**Your first semester**
- Mastering all our processes & automation, you’ll now:

- Manage the Home Search Business Unit & improve our unit economics (with a target Gross Margin of 50%)
- Oversee the performance of the entire Operations department by building & monitoring KPIs on both an individual level & a department level for each role

**Your Team**
- Your manager: you will directly report to Mathieu, COO & co-founder of Settlesweet. He’s the one who implemented most of the process automation & has a clear overview of our processes
- You will be at the service of an awesome team of:

- 3 Lead Home Matchers
- 14 Home Matchers
- 2 Move-In Specialist
- 1 Admin Specialist
- 1 Collection Specialist
- You will also be hiring new members of the team

**Profil recherché**:
**Competencies**

**Essentials**
- Organized & rigorous: You can sum up a complex process into several little steps while seeking to improve each of them
- Attention to details: You pay great attention to details and edge cases to design robust processes
- Automation skills: You demonstrated an advanced use of automation and no-code tools that helped you automate repetitive tasks
- Ability to pilot a business unit: You know how to read a P&L statement and identify optimization opportunities
- Management skills : You are excited by the opportunity to lead a team of significant size, help them grow and empower them to do their best work

**Important**
- Communication: You love to document everything perfectly for your coworkers to easily follow the process
- Data-driven: You have a good understanding of how to leverage data to drive Operations Performance
- Basic coding skills: You know how to use a scripting language (JavaScript, Python or Ruby)

**Bonus**
- Entrepreneurial mindset: You already built a company or joined an early-stage startup
- Real estate enthusiast: You are excited about disrupting a non-digitalized market and are interested in the real estate market

**We are looking for a fit with our values**
- Always customer first: You always think about the client first when designing a process
- Be humble & curious: You do not like to brag and are always willing to grow
- Get things done: You have the get things done min