Job Description
Title: Maintenance Team Lead
Location: United States
Remote, United States
About Mynd:
Mynd is a tech-enabled real estate company serving an $85B+ property management and real estate investment market. In the past few years, financial services disruptors like E-Trade, Schwab, and Robinhood have unlocked access to the stock market, minting a new generation of self-service investors. Yet we at Mynd believe that real estate remains the most powerful tool for building generational wealth.
We’re on a mission to create happy homes and healthy investments by offering best-in-class investment management services and making SFRs as accessible and effortless as other types of investments. Investing in real estate can be intimidating, especially for first-time buyers. Plus, many potential investors don’t want to invest in real estate in their geographic area or have been priced out of competitive big city housing markets. Through localized operations in 25 markets across the US, and real-time insights via our platform, we remove the time, communication, and geographic barriers traditionally associated with real estate. Investors can now find, purchase, rent, manage, and sell single-family rental properties 100% remotely.
Mynd was named the #1 fastest-growing private company in the Bay Area by the San Francisco Business Times in 2020. We’ve attracted talent from Starwood Waypoint Homes, McKinsey, Shift, Better, BCG, One Medical, Zillow, Upwork, and Facebook. We’re backed by top VCs, including Lightspeed, Canaan, and Jackson Square, and just announced a $5 billion deal with Invesco Real Estate that will make us the largest buyer of single-family rental homes in the country. Most importantly, we’re a kind and fun team of innovators who truly enjoy ushering in a new generation of real estate investors
About the Role:
Mynd is looking for an experienced operations leader to organize, optimize, and scale its centralized Maintenance Hub team. This role will live within Mynd’s Property Services department, and the Team Lead’s primary objective will be to ensure team members are providing stellar levels of service to the company’s regional departments, its owners, and its residents. The person in this role will be responsible for managing, developing, and growing a remote team that operates 24/7; optimizing team processes and performance; ensuring ruthless performance accountability; and personally executing on high-priority Maintenance Hub initiatives. This person must combine a service-focused mentality with a scaled operational mindset in order to achieve optimal outcomes for Mynd’s regions, owners, and residents.
Responsibilities:
- Oversee daily Maintenance Hub operations, including team processes and performance
- Provide reporting to management on team performance to ensure Service Level Agreements targets are being met
- Optimize Mynd’s emergency response protocols and levels of service, ensuring high quality 24/7 coverage at scale
- Provide high-quality levels of repairs & maintenance coordination for all of Mynd’s regional teams, owners, and residents
- Serve as a resource and escalation point for regional Property Management teams on all repair & maintenance issues
- Personally provide exceptional customer service at all times
- Personally troubleshoot and solve repair & maintenance issues, while leading the team
Qualifications:
- 2+ years experience leading, developing, and growing teams, including teams based remotely
- Understanding of residential repairs & maintenance needs
- Understanding of operational process optimization
- Strong planning, organization, delivery skills and comfortable in high-pressure situations
- Ability to communicate effectively with internal stakeholders and external customers (both written and verbal)
- Excellent interpersonal skills and effective communication to work successfully with a range of stakeholders including regional employees, field staff, office staff, executive leadership, and external customers
- Willingness to do what it takes to succeed in a 24/7 customer service-driven business, including personally executing on tasks that need to be completed
- Willingness to work remotely
- Player-coach mindset and approach to all problems
- Experience leading a customer service-driven organization is a plus
- Fluency in conversational Spanish is a plus
- Humility is an absolute requirement
- Bachelor’s Degree or higher preferred
