DogVacay.com is looking for a Director of Host Community Development to oversee, develop and manage the “hosts” (pet-sitters) that form the Company’s core service. The Company currently has over 10,000 hosts throughout North America (US and Canada) who care for our customers’ dogs. We take quality control extremely seriously and have a multi-step process for approving hosts. The position will lead a 4-person team (and growing) to approve, educate and manage our network of hosts. The position requires a knack for building community, and an unwavering commitment to quality.
This is a full-time permanent position with highly competitive salary, generous medical benefits, and stock options.
The opportunity to work with a face-paced, entrepreneurial team changing the pet care industry.
Office centrally located 2 blocks from the beach in sunny Santa Monica.
Provide end-to-end ownership of host approvals, education, quality assurance and community management.
Develop and implement a scalable and auditable process for approving hosts and managing quality and clear quality control guidelines.
Maintain host quality assurance and develop appropriate guidelines for approved hosts.
Take escalated calls with hosts to resolve difficult issues in a timely manner.
Improve the community through continuing education and community outreach.
Manage the current 3-4 person team dedicated to host quality.
Interface with product and engineering to build customized administrative controls.
Identify areas of supply / demand imbalance to inform marketing initiatives.
Monitor effectiveness of host approval process and report on productivity and trends.
EXPERIENCE: 5+ years of proven leadership managing small teams in an entrepreneurial startup environment. At least 3 years at consumer-facing internet company.
Exceptional decision-making, analytical and problem-solving skills to help identify and prioritize critical issues.
Must be able to work in cross-functional teams.
Passion to providing an exceptional customer/host/community experience.
Prior experience creating and implementing processes and procedures.
Exceptional leader people manager and customer advocate with a strong service orientation.
Impeccable verbal, written and interpersonal communication skills coupled with empathetic people management skills.
Excellent attention to detail and able to effectively manage competing priorities.
A cost conscious, proactive problem solver who can maximize the resources of a start-up.
Strong awareness of the importance of brand and community relationships.
Passion to building a highly effective community and network of qualified and screened hosts for DogVacay.
Able to thrive in a fast-paced, high-energy entrepreneurial environment.
A self-directed leader that knows what needs to be done and operates with a sense of urgency, discipline and focus.
Most importantly, a creative mind, positive attitude and a high level of ethics and integrity!
EDUCATION: BA/BS preferred or equivalent experience.