Director Of Customer Success And Operations

If you’re a seasoned operations pro looking for full time work in the Washington, DC area, this job could be for you. This role offers the opportunity to be an integral part of a team, support a busy CEO, and use your skills and experience to contribute to the growth of an organization.

About the Role

Our new Director of Operations will manage the customer experience and internal operations of the company, freeing the founder up to focus on the role of CEO for the organization. The ideal candidate will be passionate about providing a world-class customer experience, flawless project management, and team leadership.

This will be a hybrid position, with regular in-office time required in the Amico Lane office near Dupont Circle.

You will interface with every stakeholder of Amico Lane to oversee the daily operations of the organization. Your scope of responsibility will include:

• Owning and looking for ways to make operational processes more efficient
• Ensuring all team members have the guidance and documentation they need to meet their objectives
• Managing, coaching, and overseeing team members and contractors, including local asset managers and our overseas team
• Cultivating a strong and healthy organizational culture
• Ensuring customer satisfaction by prioritizing requests and issues,seeking feedback, and tracking customer KPI’s.
• Occasionally be on-call for after-hour emergencies
• Ensuring proper execution and collaboration across the team in the face of competing priorities
• Shepherding each client through the company’s operational processes to ensure that all tasks are completed on time and within budget and that each client has a world-class experience
• Managing all external partners and vendors

About Us

Amico Lane is on a mission to provide customer-focused property management support for condominium associations in the Washington, DC area. We believe in what we do and how we can serve our clients, and we need a natural leader to support our clients and team as we continue to grow.

Our founder is located in Washington, DC and oversees a Latin-America based support team while also providing meaningful jobs and training for recent college graduates in the DC area.

Amico Lane exists within the property management industry, but we are seeking to disrupt our space. We believe that there’s a better way to serve condominium owners and board associations, and we are motivated to lean into innovation and change.

About You

• You have a personable and highly professional communication style both in writing and in person
• You have significant experience and/or certification in project management or operational excellence
• Prior real estate experience or experience as a homeowner/leader within a condominium association would also be a plus
• You care deeply about providing a world-class customer experience
• Spanish skills would be a plus
• You have at least 3 years of experience as an operations leader within a growing team, ideally within a startup environment
• You can extract what you need to identify the target and hit it rather than waiting for direction
• You enjoy on-the-ground project management and have a strong sense of personal accountability for every detail of the work you execute and oversee
• You have led a team of at least 5 direct reports in the past with candor and empathy
• You are tech-savvy, extremely organized, and hyper-responsible
• You value the opportunities and responsibilities that come with leading and coaching a team
• You are fascinated by all things real estate and enjoy the nitty gritty of keeping a property running like clockwork

What’s in it for you

As a W-2 employee, you will have access to benefits, including health insurance, paid holidays and vacation, and a 401(k). Your salary will be determined based on experience and performance, but the starting range will be between $90 and $110k per year with significant bonus and growth potential based on performance.

Next Steps

If you’ve read everything above, have the necessary skills and experience, and are excited to join our team, fill out this form to submit your application.

Applicants being considered for the role will receive an email with next steps.