Manager, Member Success

ABOUT HONEY HOMES

Honey Homes is reimagining homeownership through a membership that makes maintaining a home effortless. Our members have a dedicated handyman who proactively cares for their home year-round, helping prevent small problems from becoming expensive ones.

The Manager of Member Success owns the day-to-day performance of our Member Success organization while building the systems, tools, and processes that allow us to deliver an exceptional member experience at scale.

This is a hands-on operational leadership role. Your first responsibility is ensuring that every member message is answered, every issue is moving toward resolution, and our team consistently delivers against its service-level and quality goals. You'll manage staffing, coach teammates, monitor performance, and maintain the operational discipline required to run a high-performing support organization.

But running today's operation is only half the job. You'll also be responsible for fundamentally improving how Member Success works. You'll lead AI automation efforts, develop dashboards and tools that make our team more effective, and own strategic initiatives across a variety of operational workflows to improve member outcomes and business outcomes.

We're looking for someone who combines relentless operational execution with the ability to build systems that make the operation dramatically better. You should be equally comfortable jumping into a member escalation, managing an underperforming teammate, analyzing support data, and building a new workflow that eliminates hundreds of future conversations.

This is not a role for someone who wants to manage exclusively through delegation. You'll be close to the work, accountable for the details, and expected to continuously improve the organization you're running.

This is a hybrid role based in our Oakland headquarters (4 days/week in office).

WHAT YOU'LL DO

OWN THE DAILY PERFORMANCE OF MEMBER SUCCESS

You're accountable for ensuring that every incoming member message is answered each day and that our team consistently delivers fast, thoughtful, and accurate support. Own queue management, response times, service-level agreements, quality standards, and escalation handling. Develop the daily operating rhythms, accountability, and visibility needed to ensure nothing falls through the cracks.

LEAD AND DEVELOP A HIGH-PERFORMING TEAM

Own staffing, scheduling, hiring, coaching, and performance management for our Member Success team. Ensure we have the right coverage throughout the week, establish clear expectations, and hold teammates accountable for results. Build a culture of urgency, ownership, and continuous improvement while developing teammates who can independently solve complex member problems.

USE AI AND DATA TO TRANSFORM OUR OPERATIONS

Lead our efforts to automate member support through Sherlock, our AI-powered member assistant, and other emerging tools. Build dashboards and AI-powered workflows that improve visibility, identify operational bottlenecks, and increase team productivity. Partner with Product and Engineering to expand automation capabilities while maintaining an exceptional member experience.

OWN RENEWALS AND MEMBER RETENTION

Build and continuously improve our membership renewal process. Ensure members receive proactive, timely outreach, identify at-risk members before they churn, and develop scalable workflows that improve retention. Own the operating model, performance metrics, and execution of renewals across the team.

BUILD PROACTIVE MEMBER ENGAGEMENT SYSTEMS

Lead our efforts to move from reactive support to proactive member engagement. Develop and improve our member engagement process, using member behavior, lifecycle milestones, and operational signals to trigger timely outreach and interventions. Build systems that anticipate member needs, improve engagement, and prevent problems before they occur.

SCALE AND IMPROVE HANDYMAN TRANSITIONS

Own the pr