General Manager, Landed Home - Bay Area Mobility Management

Join us on our mission to help essential professionals build financial security near the communities they serve. Landed helps families navigate all of their options for buying a home, including our own shared equity down payment program. Landed works with education and healthcare employees in expensive metro areas like San Francisco, Seattle, Denver, Los Angeles, San Diego, Washington D.C. and Boston. Recent  press coverage  of our work can be found in The New York Times, Forbes, NPR, and The Wall Street Journal. You can learn more about us at  www.landed.com .

Our team has four  core values  that guide our decisions:  Act with humility. Find what's fair. Prioritize the human. Own your growth.

About the Role:

Landed is looking for a dynamic and experienced leader to grow Landed's core program. As General Manager of Landed Home, your objective is to ensure that Landed’s core offering -- the down payment program, brokerage network, and associated experience -- is easy, efficient and joyful for Landed’s customers. You’ll own the P&L for Landed Home, and be fully responsible for creating and executing a vision that results in a magical customer experience consistent with Landed’s values. 

As General Manager of Landed Home, you will:

• Scale the Landed home experience to deliver on regional volume, revenue and conversion targets. At the same time, you’ll maintain a high quality experience with NPS of 85+ across all markets and deliver quality partner agent and lender networks. This means: Develop a vision for consistently growing and optimizing the Landed home experience. Lead the execution of the vision by leveraging people, tools, processes, and systems. This will include developing customer success systems to manage lead distribution, customer monitoring, and customer escalations, and agent/lender success systems to monitor network health. Work closely with cross-functional leaders, especially Sales, Marketing, Investments and Product to grow the business and manage tradeoffs between business objectives.
• Originate quality down payment investments leveraging policies from Landed’s Investment team. Help to define the operating model between Landed Home and Investments to best meet customer and investor needs. Design new elements of the Landed home experience, especially the “servicing” of customers living with and then ending a Landed down payment agreement. Drive toward quarterly down payment program exit goals.
• Build a strong team. Build and manage a team of talented Landed-culture leaders with diverse and specialized skillsets, including customer success, agent/lender success, and property underwriting. Develop a collaborative and supportive team culture. Coach, mentor, inspire and support each member of the team to reach their performance metrics, live into Landed’s values, and be able to grow into any role at Landed.

You will bring the following strengths to this role:

• Building for growth. Prior experience building a scaled operating model with people, tools, systems and processes improvements to drive business growth, customer satisfaction and efficiency across the customer lifecycle in a real estate, mortgage, or related context. Prior experience setting a strategy and plan to outline the large-scale strategic initiatives with a critical focus on recurring revenue metrics to measure and monitor the success of the team. Adept at adapting to the inevitable changes and learning that happen along the way. 
• Relentless prioritization. You have a healthy skepticism for the status quo and an unwillingness to settle. You're skilled at finding a balance between the perfect and the good, and skilled at letting go of what is no longer needed. You can effectively manage tradeoffs between different business objectives. You’re not afraid to make the hard decision that sets us up for long-term success. You check any ego at the door to support the success of team Landed first and foremost
• People, relationship and change management. You’re skilled at bringing others along in navigating change. You have experience being a catalyst for positive change in a growing organization. You’re a skilled relationship and team builder who is experienced at empowering a team and leading with empathy and integrity. You thrive when working cross-functionally and are a strong bridge-builder.
• Customer management. You’re obsessed with delivering a customer-centric experience that surprises and delights. You’re skilled at working with and advocating for customers. You’re just as excited to talk to customers who have constructive feedback as you are to those that are net promoters. You’re a strong communicator, skilled at explaining complicated concepts simply, and navigating different contexts. You’re great at listening to what people say and hearing what they mean.

We think you’ll be great for this role if you have...

• Significant experience managing the closing of real estate or mortgage transactions
• 5+ years experience managing a team
• Experience in a dynamic organization successfully managing growth and change 

Here are some more specifics...

• This is a full-time role based with flexible location, ideally based in the Denver metro area. Any candidates who aren't based in the Denver should expect some regular travel to Denver and/or San Francisco in the future once it is safe to do so.
• In addition to a competitive salary, this position includes equity at a high-profile, Series A start-up.
• We offer full health & wellness benefits, including a wealth of other benefits to support your professional growth. We also encourage and accommodate schedules that take into consideration the diversity of responsibilities and goals our teammates have outside of the office.

How to Apply:

We are committed to building a diverse and inclusive team that reflects our values and our work. We are excited about all qualified applicants, and we want to be sure women, people of color, those who are economically disadvantaged, and gender diverse individuals feel encouraged to apply.