The Role
The Head of P&L Operations will manage market specific P&Ls and teams to deliver a best in class member experience across NPS, retention, and LTV. This is a dynamic role that must deeply understand our core service, how trust is built, and how teams work together to achieve their goals. This role reports directly to the CEO and works in close partnership with our Head of Platform Operations (Technology, HR, Vendors, Member Services), Head of Sales & Marketing, Head of Expansion and Finance team. If you are looking to be in the driver's seat of one of the fastest growing home services companies in the US, this is an ideal role for you.
Results Expected
- Market GMs are led by a true operating leader.
- Each market has clear goals for members, revenue, labor efficiency, margin, retention, and customer experience.
- Labor utilization, scheduling, productivity, and service delivery become more consistent.
- Find ways to earn more share of spend in each market and make money while also enhancing member experience
- We build repeatable operating playbooks for launching and scaling markets.
- Founder time shifts away from daily market management to marketing and company building
The Ideal Candidate
- 7+ years of P&L management experience, ideally across multiple markets or business units
- Terrific manager and cross functional collaborator, comfortable driving alignment across GMs, Platform Ops, Sales & Marketing, Expansion, and Finance
- Customer centric thinker who translates live insights into so what strategies, not just metrics
- Proven track record improving unit economics and NPS, with real numbers to point to
- Started career in consulting or similar, then worked in a fast growing startup
- Has held real P&L accountability for market results, not just an advisory or staff role
- Understands field or service delivery operations at the ground level, including labor scheduling and utilization
- Good instincts for when to standardize across markets versus let GMs adapt locally
- Thrives in a founder-led environment where structure is still being built
- Direct communicator, comfortable delivering hard truths to leadership and underperforming GMs
Compensation & Location
- Competitive base salary, commensurate with experience
- Health/vision/dental insurance
- PTO
- Location: DC/MD or NYC (hybrid schedule)
Skills Required
- 7+ years of P&L management experience across multiple markets or business units
- Demonstrated P&L accountability for market results (not advisory or staff roles)
- Proven track record improving unit economics and NPS with quantifiable results
- Strong people manager and cross-functional collaborator, able to drive alignment across GMs, Platform Ops, Sales & Marketing, Expansion, and Finance
- Understanding of field or service delivery operations, including labor scheduling and utilization
- Ability to translate live insights into actionable strategies (customer-centric thinking)
- Direct communicator, comfortable delivering difficult feedback to leadership and underperforming GMs
- Started career in consulting or similar and has experience at a fast-growing startup
- Good judgment on when to standardize across markets versus allow local GM adaptation
- Comfort thriving in a founder-led, evolving organizational structure
What We Do
Hassle Free Home Services is a home management service that specializes in preventative maintenance, repairs, and emergency services, aiming to make homeownership hassle-free for busy homeowners.
