Operations Manager

About this role

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 vis...