Operations Manager (Maintenance)

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 Summary

The Operations Manager (Maintenance)  will build and lead Dwelly’s centralised function for managing compliance and maintenance service providers across our growing portfolio. This is a new function at Dwelly: today, each agency works with its own set of mostly legacy providers with their own policies and processes. As we rapidly scale our portfolio of properties, we need to build a unified, standardised approach to provider management - ensuring that we are cost-effective and profitable whilst maintaining industry leading service quality and speed. 

Key Responsibilities:

1. Provider network strategy & ownership

Build and lead Dwelly’s centralised maintenance and compliance provider function. Define a unified, agency-agnostic approach to provider management, replacing fragmented legacy processes with scalable, standardised operations across the portfolio.

2. Performance management, KPIs & SLAs

Define, implement, and continuously improve clear KPIs and SLAs for maintenance providers. Establish robust performance management frameworks that enable real-time visibility, rapid issue identification, and consistent service quality.

3. Operational excellence & scalability

Design a resilient operating model that scales in line with Dwelly’s portfolio growth. Continuously optimise provider processes to improve speed, reliability, and cost-efficiency while maintaining industry-leading service standards.

4. Commercial impact & stakeholder management

Increase profitability from provider operations while maintaining exceptional tenant and landlord experience. Manage and grow a trusted, cost-efficient network of local providers and drive additional revenue streams through contractor commissions without compromising service quality.

 Qualifications & Preferred Background:

• 5+ years of experience in operations, vendor management, business consulting, or operational roles within tech-enabled companies.
• Proven track record of driving end-to-end operational transformation across internal teams and external partners.
• Experience building and managing scalable third-party supplier or provider networks.
• Strong leadership presence with the ability to influence and align diverse stakeholders.
• Background in operational tech businesses, marketplaces, or property / asset management environments.
• Experience defining and managing KPIs, SLAs, and performance frameworks.
• Prior consulting experience at Manager or Senior level (a strong plus).
• Strong communication skills and fluency in English.
• Higher education degree.
• Startup mentality: resilience, adaptability, and ability to thrive in a fast-paced environment.
• Customer-centric mindset with a strong focus on tenant and landlord satisfaction.
• Strong problem-solving and analytical skills, with the ability to design and optimise complex operational systems.

Compensation & Benefits:

• Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success.

What is it like being 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 in 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 that did it all”.

• Customer obsession rather than competitive focus
• Passion for invention
• Operational excellence
• Long-term thinking