Head of Operations (US)

👋 Who we are

Why join Housr?

We are a hyper-growth tech startup on a mission to revolutionise student rental. And when we say hyper-growth, we mean we have gone from $0 to $10M ARR in just the past 18 months.

We just recently raised a $10M Series A and we are putting this investment to work to fuel our growth in the US + Canada college markets.

And that is where you come in as Housr’s Head of Operations. We’re looking for an experienced operator to take ownership of the day-to-day running of our college implementation and operations.

💼 About the Role

We’re looking for an experienced operator to own the end-to-end university customer lifecycle in the US - from implementation, to ongoing account management / customer success (and support). You’ll also ensure our platform operations for housing and perks are working as needed and driving strong student engagement.

This role has it all:

• You’ll build the operating “engine” behind our US university partnerships - ensuring what we sell is what we deliver.
• You’ll take a systems + tools approach to scale delivery, focusing on automation and a system that “just works” in the background, intervening as needed.
• You’ll own customer outcomes across onboarding, adoption, retention, and support.
• You’ll work tightly with GTM and Product to create strong feedback loops and support constant iteration.

🔥 Key Responsibilities

• Implementation: Lead the post-sale implementation process for university partners - helping get them onboarded smoothly and ensuring we deliver what we’re selling.
• Own the lifecycle: Be the primary owner of the university relationship from implementation through to renewal (or churn). You’ll drive adoption, retention, expansion opportunities, and ensure high-quality support and issue resolution.
• Platform operations: Own the operational health of our platform experience for students, making sure we’re displaying accurate housing stock and student perks/offers, and that engagement remains high. You’ll work closely with the GTM function to maintain quality, accuracy, and momentum - and to create/maintain strong feedback loops.
• Performance monitoring: Build dashboards, reporting cadences, and alerting around the metrics that matter. You’ll keep a keen eye on performance and step in when the system isn’t working, diagnosing root causes, and fixing the process to prevent recurrence.
• Product partnership: Work closely with Product to ensure the app is being developed with real customer feedback in mind. You’ll gather insights, translate them into clear requirements, validate solutions, and help ensure we iterate constantly to improve the experience.

😊 About You

• You’ve owned operations, implementation, customer success, and/or account management in a fast-growing startup or scale-up (ideally B2B SaaS / marketplace / platform).
• You are systems-minded : you naturally build processes, tooling, automation, playbooks, and documentation that reduce manual work and remove failure points.
• You are highly data-driven : you define KPIs, monitor performance, and act early when trends point to risk or opportunity.
• You’re comfortable operating with a lot of ownership and ambiguity - and you enjoy building the plane while flying it.
• You can manage senior stakeholders at universities (and internally) with clear communication, strong follow-up, and calm escalation handling.
• You’re obsessed with customer outcomes - you care about delivering real value, not just “closing tickets.”

🙅 This role may not be right for you if

• You’re looking to manage a large team - this role scales through systems and automation , not headcount.
• You prefer the corporate life of a well-defined process and predictable daily pace. We are growing and learning everyday - processes will evolve fast and you’ll be a big part of building them.
• You’re uncomfortable making decisions without having all the information. Housr is in rocketship mode - we move fast and act decisively.
• You want to focus on strategy - while a birds-eye view is important, we’re looking for someone who will roll up their sleeves and get their hands dirty building our operating playbooks.

📝 Interview Process

• First Stage - Exploratory introductory call with our COO (45 mins)
• Second Stage - F2F Meeting (including presentation task) with our CRO and COO (60-75 mins)
• Third Stage - Final Interview with our CEO
• Offer - If we think it’s a good fit, we’ll make you an offer!