OVERVIEW

Role

As Director of Operations, you will take a lean, high margin firm and build the operating machine that lets it grow without breaking.

Leverage Live Local prepares and manages Florida Live Local Act property tax exemptions for multifamily owners. The program is powerful, but it is operationally messy. Compliance rules, income certifications, reverification, filings across counties, and ongoing monitoring, all layered on top of normal property management.

We are growing fast. Demand is not our problem. Operations is our constraint.

Your mandate is not to oversee the current process. It is to own it and fix it. That means mapping how work actually flows today, from signed client to filed exemption to ongoing compliance, and installing the simplest possible operating system across onboarding, documentation, verification, filings, renewals, and client updates.

Responsibilities

• Filing. Ensure every application is submitted correctly and on time, every cycle.

• Decision tracking. Proactively confirm status by the statutory deadline, logged in the system of record. Not reactively, and not from a client email telling us something already went wrong.

• Denial and appeal. Own the appeal process and deadlines for every denial, no exceptions.

• Renewal and recertification. Manage the full annual compliance cadence.

• Team leadership. Directly manage the existing associates, set SLAs, own CRM data hygiene, and report to the owner.

• Systems design. Build one shared source of truth so software, people, and clients are all working off the same information, instead of scattered spreadsheets and inboxes.

Requirements

You should not apply if:

• You have never actually owned operations for a multi million dollar service business, start to finish.

• You would rather build strategy decks than run a daily operating rhythm.

• You need layers of managers, HR, and big company infrastructure to be effective.

• Documenting processes, building dashboards, and holding people to SLAs sounds boring to you.

• Ambiguity shuts you down, or you need everything neatly defined before you can act.

• You want a strict nine to five where you close the laptop and stop thinking about the business.

This is probably for you if:

• You have already walked into a messy, growing services organization and made it run tight.

• You like owning KPIs and being measured against real numbers.

• You are comfortable being deep in the details for a period of time, then pulling yourself out by building systems and people around you.

• You would rather be judged by results than by how many meetings you sit in.

• You have real operational or compliance management experience in a regulated, deadline driven environment. It does not need to be this exact industry, just a process with hard external deadlines and real consequences for missing them.

• You have directly managed a team of three or more people, not just been an individual contributor.

Results

First 90 days.

• You have a clear, documented map of how we operate today. Every step from contract to exemption to ongoing compliance.

• You have defined the handful of metrics that actually matter. Time from client signup to first filing, on time filing rate, error rate, and client communication SLAs.

• There is a simple daily and weekly operating cadence in place. Who meets, on what, with which numbers.

• The team knows exactly who owns what, and where to look for the current status of any client or property.

• The owner's personal involvement in day to day firefighting is down materially, because you have taken ownership of the system and the issues.

12 months.

• Throughput has at least doubled without a blow up in errors or client complaints.

• Every client knows where they stand without having to chase us.

• Compliance tracking and client communication happen inside a system you designed, not in random spreadsheets and inboxes.

• The team has been upgraded where needed, with a real bench so the operation is not fragile.

• When we expand into additional states or programs, there is a repeatable playbook to run, instead of a fresh round of chaos.

Schedule

Full time, remote. Core working hours overlap with Eastern Time business hours (roughly 9am-6pm ET) are required, since statutory filing deadlines and daily client/team coordination run on that clock. Outside of that core window, the role is judged on ownership of outcomes, not hours logged — consistent with the "own it and fix it" mandate above, not a strict clock-in/clock-out structure

Benefits

• Health stipend: $500 per month, applied toward the employee's individual health plan of choice.

• Paid time off: 20 days of paid vacation and sick leave annually, plus standard US federal holidays observed.

• One-time home office setup stipend of $1,000 for equipment (laptop, monitor, desk) needed to work fully remote from day one.

• Annual professional development budget of $1,200 for courses, tools, or conferences relevant to operations and systems.

• Direct, weekly access to the founder, with no management layers between this role and the decisions that matter.

• Performance-based upside built into total compensation, tied directly to the KPIs this role owns (see Compensation above).

COREVALUES

These aren't wall art. This is what gets you hired, what gets you fired, and what gets you promoted at Leverage Live Local. Five values, no adjectives — just the specific things you'll actually do (or won't) that determine how this goes for you.

1. Own the Outcome

• No excuses. No blame. If it's your responsibility, the result is your problem to solve — not explain away.

• When something goes wrong, you lead with what you did that led to the result, not the excuse for it.

• You bring a written weekly scoreboard of your own numbers and progress — nobody has to ask you for it.

• When something personal or technical throws you off, you say so, tell us what it means for your commitments, and show up with a plan to still deliver.

• You don't talk upside or comp unless you can point to the numbers that earned it.

2. Run the System

SOPs, data, compliance — this is not optional here. This is a compliance business. Sloppy process isn't a personality quirk, it's a liability.

• You work off the SOP or checklist, not memory — and you check things off as you go.

• If you catch the same mistake twice, you don't just flag it — you open the SOP, draft the fix, and tag whoever owns it for approval.

• You clean up after yourself in HubSpot: no test records left behind, no wrong emails, no blank fields when you close a task.

• Before you mark anything done, you re-run the required checks and attach the proof — not just your word.

3. Bias for Action

Nobody here is waiting to be told what to do next. If that's what you need, this isn't the seat for you.

• If you spot a problem, you take a first crack at fixing it before you bring it up in Slack or a meeting.

• Downtime doesn't mean idle time — you pull from the backlog, tighten an SOP, or clean up data instead of waiting for an assignment.

• When you're stuck, you show up with the problem, three options, and a recommendation — not just the problem.

• You start with what you know and write down your assumptions instead of freezing until everything's spelled out for you.

4. Protect the Signal

Time and attention are leverage in this company. Your job is to multiply that, not drain it.

• You batch your non-urgent questions into one message or one agenda item — not a stream of pings.

• Before you ask a question, you show what you already tried, what you learned, and exactly where you're stuck.

• You make the calls that fall within agreed guardrails yourself — you don't escalate what's already yours to decide.

• You walk into every meeting with a short written agenda, the decisions you need, and a recommendation already on the table.

5. See the Opportunity

If you don't see this as a rocket ship, this isn't the seat for you.

• You talk about the levers for growth, not just a running list of what's broken.

• When the path isn't fully mapped, you close the gap with an experiment, a draft, or a pilot — you don't sit around complaining about the ambiguity.

• Given the choice, you pick the structure tied to upside over the one that just protects you from downside.

• When you miss a target, you come back asking for the next one and a plan to hit it — you don't quietly disengage.

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