About Amenify
Amenify is the leading AI-powered resident commerce platform in the US that helps property managers and residents with services they love. Through a proprietary network of local providers, enterprise integrations, and personalized concierge tools, Amenify powers services like local retail, dining, grocery, home services, maintenance, and more. Through its API integrations powering resident engagement, Amenify is available in 15 million homes in the USA. Amenify was founded in 2017 in San Francisco and has raised $25M to date.
We encourage high-performers from all backgrounds to reach out, provided they share our core values listed here: https://www.amenify.com/about-us
About the Role
Amenify is seeking a strategic, execution-focused Director – Operations / Product to lead and scale our night-shift operations while partnering closely with leadership on product strategy, process automation, and operational excellence.
This role is ideal for a hands-on leader who can bridge day-to-day operational execution with long-term product thinking. You will be responsible for improving service quality, customer experience, provider performance, response times, and operational efficiency while translating frontline insights into product improvements.
You will work closely with customer support, operations, product, engineering, and leadership teams to identify bottlenecks, build scalable workflows, improve internal tools, and ensure the night operations team consistently delivers high-quality service.
Key Responsibilities
- Lead, manage, and scale night-shift operations teams across multiple functions.
- Ensure strong execution against key operational KPIs, including service quality, response time, fulfillment rate, issue resolution, customer satisfaction, provider performance, and SLA adherence.
- Build scalable operational processes, workflows, playbooks, and escalation systems.
- Drive continuous improvements in customer experience, provider experience, service reliability, and operational efficiency.
- Develop dashboards, reporting mechanisms, and performance metrics to track operational health and team productivity.
- Lead workforce planning, capacity management, scheduling, and resource allocation for night operations.
- Identify operational bottlenecks and partner with cross-functional teams to implement practical, scalable solutions.
- Create processes that improve accountability, reduce manual work, and increase consistency across teams.
- Ensure night-shift operations run with urgency, discipline, and strong ownership.
- Partner with customer, operations, product, and engineering teams to define product priorities and roadmap inputs.
- Convert operational pain points, customer feedback, provider feedback, and team insights into clear product requirements.
- Own requirements gathering, user stories, workflow documentation, testing, and product rollout initiatives.
- Drive adoption of internal tools, automation, and product features that improve operational speed and accuracy.
- Identify opportunities to automate repetitive workflows, reduce errors, and improve team productivity.
- Measure product success using operational and business metrics such as response time, resolution time, completion rate, customer satisfaction, provider satisfaction, and cost efficiency.
- Act as the voice of operations in product discussions, ensuring tools are built for real-world execution and scalability.
- Partner with leadership to prioritize product improvements that directly impact customer experience and operational efficiency.
- Build, mentor, and develop high-performing night operations teams.
- Manage team leads, managers, and individual contributors across multiple operational functions.
- Create a culture of ownership, accountability, speed, quality, and continuous improvement.
- Set clear goals, performance expectations, and operating rhythms for the team.
- Drive coaching, performance management, succession planning, and leadership development initiatives.
- Improve communication, escalation handling, and cross-functional collaboration across night-shift teams.
- Foster a team environment where people are proactive, solutions-oriented, and focused on customer outcomes.
Requirements
- 8+ years of experience across operations, product management, business operations, customer operations, or service delivery.
- Proven experience leading and scaling large teams in fast-paced, high-growth environments.
- Strong experience managing night-shift, support, marketplace, logistics, home services, customer operations, or service operations teams is highly preferred.
- Strong understanding of operational metrics, process optimization, workforce planning, quality management, and service delivery.
- Experience working closely with product and engineering teams to improve tools, automate workflows, and launch operational product improvements.
- Ability to translate customer, provider, and operational feedback into structured product requirements.
- Strong analytical skills with experience building dashboards, tracking KPIs, and using data to drive decisions.
- Excellent problem-solving, stakeholder management, and communication skills.
- Experience building scalable operational processes, workflows, playbooks, and reporting systems from the ground up.
- Demonstrated ability to independently own critical business outcomes and drive measurable improvements.
- Comfortable operating in a startup environment with speed, ambiguity, changing priorities, and high accountability.
- Willing and able to work night-shift hours.
What We're Looking For
- Strong operational leadership with a product-first mindset.
- Ability to execute with urgency while thinking strategically.
- Deep ownership, accountability, and follow-through.
- Data-driven decision-making and comfort with operational metrics.
- Strong bias toward process improvement, automation, and scalable systems.
- Customer-obsessed approach to service quality and issue resolution.
- Ability to lead teams through ambiguity, change, and rapid growth.
- Strong cross-functional collaboration with product, engineering, customer support, and leadership.
- Passion for building high-performing teams, better tools, and scalable operating systems.
Why Join Us
- Above-industry salary, performance bonus, and monthly bonus opportunities.
- Long-term stock option opportunities based on performance.
- High-growth trajectory with rapid learning and career expansion.
- Significant ownership of operations, product workflows, team performance, and business outcomes.
- Direct 1:1 time with founders.
- Team lunches, outings, and a collaborative work culture.
- Competitive referral bonus program.
- Opportunity to work with an ambitious, transparent, and fast-moving team.
- Ability to directly shape the future of Amenify's operations and product experience.
Meet Our Founders
- Danish Chopra
- Everett Lynn
