Program Manager
Belong
Operations
Miami, FL, USA
Posted on May 7, 2025
Program Manager
About Us: At Belong, we’re reimagining what it means to rent—and own—a home. Our tech-driven platform blends best-in-class customer service with sophisticated AI tools and full-stack operational logistics to deliver a rental experience built for the 21st century. We exist to create a world where homes are owned by regular people, and residents experience true belonging. That requires building at the intersection of physical and digital, emotional and financial—and doing so at scale.
Position Overview
Belong seeks a Program Manager to lead strategic operations for one of the most critical and complex stages in the rental lifecycle. These are high-touch, process-intensive transitions that directly impact customer satisfaction, retention, and operational efficiency.
The Program Manager will be responsible for managing a globally distributed team, developing and optimizing scalable operational programs, and partnering with cross-functional stakeholders including Engineering, Product, and Field Operations. The position requires the application of advanced analytical, technical, and leadership skills, as well as experience in program design, process improvement, and team management in a technology-enabled environment.
Job Duties and Responsibilities
Program Management & Strategic Leadership
- Lead and oversee the full lifecycle of the stage in the member journey, including service delivery, quality control, operational planning, and KPI tracking.
- Develop, implement, and refine standard operating procedures (SOPs) and best practices to ensure consistent execution across multiple markets.
- Drive cross-functional initiatives in partnership with Product and Engineering to integrate technology and improve performance metrics.
Team Management
- Manage, mentor, and scale a geographically distributed operations team.
- Oversee training programs, performance metrics, and process documentation to drive accountability and excellence.
Process Improvement & Data-Driven Decision Making
- Utilize data analytics to monitor program performance, identify operational inefficiencies, and implement improvements.
- Develop and maintain dashboards and reporting tools to provide visibility into program KPIs and drive business decisions.
Technology Integration
- Collaborate with engineering and product teams to integrate artificial intelligence (AI) and automation tools that enhance scheduling, dispatch, and better member experiences.
- Participate in product development cycles by translating operational insights into functional requirements and use cases.
Customer Experience Optimization
- Establish systems for proactive communication with homeowners and residents during key transition points, ensuring a high level of transparency, empathy, and satisfaction.
- Implement feedback collection loops to inform service enhancements and increase resident and homeowner retention rates.
Requirements
Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field.
Strong background in process design, systems thinking, and operational analytics.
Proficiency in data tools and dashboards (e.g., Excel, SQL, Looker, Tableau).
Excellent communication, leadership, and stakeholder management skills.
Fluency in Spanish.
Preferred Qualifications:
Prior experience in home services, property management, logistics, or marketplace operations.
Experience working directly with product and engineering teams to build operational tooling and automation.
Worksite: In Person – Based in Miami, FL with remote team collaboration across multiple time zones.
Why Join Us? This is a rare opportunity to sit at the helm of one of Belong’s most vital teams. You’ll shape the systems that allow us to scale our model nationally—and in doing so, help thousands of people feel at home.