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 Summ

aryWe are seeking an experienced and highly organised Run Operations Manager to be the right hand to the Head of Tenant Find and own the day-to-day execution of the Tenant Find vertical. You will run a team of 20+ people to start, growing to 100+ at scale, across our integrated agencies, through a layer of Team Coordinato

rs.
This role exists to keep the Tenant Find operating model running at steady state, from property listing and marketing, through viewings and applicant screening, to offer acceptance and move-in. The strategy, direction and building of the function will be led by the Head of Tenant Find alongside product, analytics and engineering. Your mandate is to enforce adherence, manage performance, resolve breakdowns, and protect service quality as the business scales and evol

ves.
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, or branch networks is manda

tory.

Key Responsibi

lities:Tenant Find Operating Model and Perf

• ormanceOwn day-to-day execution of your vertical across all integrated Dwelly agencies: enforce adherence to SOPs, dashboards and performance sta
• ndards.Achieve and surpass ~5 key metrics that matter for Tenant Find every day and every week (e.g. time-to-let, viewing-to-offer conversion, applicant quality, lead response time, 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 lan
• dlords.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 ou
• tcomes.Act as the escalation point above the Team Coordinator layer, resolving issues from TCs and Managing Directors that require senior judgement or cross functional dec

isions.
Lead Through the Team Coordinat

• or LayerDirectly manage 5–10 Team Coordinators, who in turn manage the wider team of lettings nego
• tiators.Lead the team through a consistent operating rhythm: daily standups, weekly 1:1s, and weekly performance reviews. Coach to raise the bar, set the standard others follow, and build a culture of accountability. Hire and exit decisively. Work in close partnership with the Talent team to keep the pipeli

ne warm.
Cross-vertical coordination &

• feedbackPartner with the Run Operations Managers for Property Management and Payments, the three Heads, and the UK GM to keep the verticals running as one cohesive operation p
• er agencyYou are the conduit between the front line and central teams. Surface what's broken, what's slow, and what tenants and landlords actua

lly need.

Qualifications & Preferred

• Background:8+ 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 co
• ntributors)Ccontact centres and customer support at scale, BPO and outsourced services, field operations, retail and branch networks are ideal backgrounds. Common denominator: high-volume, KPI-driven, distributed workforce where service level is
• the productExceptionally organised and detail-oriented. Lives in the data, reads dashboards fluently, and moves fast when the numbers drift. Makes decisions grounded in evidence, n
• ot instinctExceptional people skills. Experience hiring, performance-managing, coaching and building standards across hundreds of people via a coordi
• nator layerHigh operational rigor, "get things don
• e" attitudeFast-growing, operationally-intensive businesses; multi-site / multi-branch structures; managing distributed teams alongside on-the-g
• round teamsYou have led a function through 5x or greater headcount growth, and owned the redesign of structure, people, and proces

s required.

Compensation &a

• mp; Benefits:Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integra

tion success.

What is it like be

ing a Dwell-er?Feel free to check out Dwelly Core Principles. That’s about what we believe in, how we operate and

make decisions.What we offer is not a fancy office or a static workplace. Instead, this is solving one of worlds’ most complex problems in the largest consumer industry in the world (residential rentals), to improve the experience for >30% of households (>5M in the UK, and >100M including EU and US) that live i

n rental homes.This is about disrupting the largest, most antiquated industry in the world, with one of the strongest operational and technical teams that exist in the UK and the EU. We work hard, and we shoot for extremely ambitious results. But we want people to be proud of what they’ve built and be able to look back and say one day “hell yeah, that was me th

• at did it all”.Customer obsession rather than co
• mpetitive focusPassio
• n for inventionOperati
• onal excellenceLon

g-term thinking