Run Operations Manager - Property Management

Responsibilities

• Property Management Operating Model and Performance
• Own day-to-day execution of your vertical across all integrated Dwelly agencies: enforce adherence to SOPs, dashboards and performance standards.
• Achieve and surpass ~5 key metrics that matter for your vertical, holding the line on service quality at all times.
• Track and own leading indicators across a daily, weekly, and monthly cadence; surface emerging risks and intervene before service quality is felt by tenants or landlords.
• Own the performance management cycle across Team Coordinators and their teams. Define what good looks like, set clear expectations across both existing and acquired teams, and rigorously drive outcomes.
• Act as the escalation point above the Team Coordinator layer, resolving issues from TCs and Managing Directors that require senior judgement or cross functional decisions.
• Lead Through the Team Coordinator Layer
• Directly manage 5-10 Team Coordinators, who in turn manage the wider team of property managers.
• Cross-vertical coordination & feedback
• Partner with the Run Operations Managers for Tenant Find and Payments, the three Heads, and the UK GM to keep the verticals running as one cohesive operation per agency.
• You are the conduit between the front line and central teams. Surface what's broken, what's slow, and what tenants and landlords actually need.
• Qualifications & Preferred Background:
• 7-10+ years in hands-on operational management, including 3-5+ years running 100+ people through a multi-layer structure (you managed coordinators / team leads who in turn managed individual contributors).
• Ideal backgrounds include contact centres or customer support at scale, BPO and outsourced services, field operations, and retail or branch network management. The common denominator is high-volume, KPI-driven, distributed workforce where service level is the product.
• Exceptionally organised and detail-oriented. Lives in the data, builds and iterates dashboards fluently, spots drift early, and moves decisively when the numbers shift. Decisions are grounded in evidence, not instinct.
• Exceptional people skills. Experience hiring, performance-managing, coaching and building standards across hundreds of people via a coordinator layer.
• High operational rigor, "get things done" attitude.
• Fast-growing, operationally-intensive businesses; multi-site / multi-branch structures; managing distributed teams alongside on-the-ground teams.
• You have led a function through 5x or greater headcount growth, and owned the redesign of structure, people, and process required.
• Compensation & Benefits:
• Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success.
• What is it like being a Dwell-er?
• Feel free to

Benefits

Additional Information

About Dwelly Dwelly - a UK-based, AI-enabled lettings and property management platform, that is growing through a roll-up strategy acquiring estate agencies. The company leverages two arms: i) acquiring existing letting agencies, effectively buying its highly sticky, recurring revenue-type landlords portfolios, and then ii) building a top-notch technology to automate tenant management, payments, and post-rental property maintenance. The company seamlessly integrates AI services to automate all business processes within brick-and-mortar real estate agencies, integrating them into a tech-enabled digital letting platform in two months to radically improve the user experiences and increase efficiency of the business. We're a fast-growing, product-focused company, backed by top-tier investors and led by a team with deep experience in real estate, technology, and operations. Position Summary We are seeking an experienced and highly organised Run Operations Manager to be the right hand to the Head of Property Management and own the day-to-day execution of the Property Management vertical. You will lead a team of 50+ today, scaling to 250+ across our integrated agencies through a layer of Team Coordinators. This role exists to keep the operating model running at steady state, from maintenance and move-out resolution through to compliance adherence. The strategy, direction and building of the function will be led by the Head of Property Management alongside product, analytics and engineering. Your mandate is to enforce adherence, manage performance, resolve breakdowns, and protect service quality as the business scales and evolves. We are looking for a strong operational leader with proven ability to run large, multi-layered teams in high-volume, KPI-driven environments. Experience in contact centres, BPO, branch networks is mandatory.

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