Contractor Operations Lead (remote)

At Yardzen, we believe people are at their best when they’re outside.
We have a simple promise: help people envision the outdoor spaces of their dreams, all online, and then match them with the right local contractors to bring their design to life. Since our launch in 2018, we’ve helped thousands of homeowners achieve their dream yards, make environmentally responsible decisions, boost their property values and get more out of their outdoor spaces. 
We are disrupting the $200 billion outdoor renovation industry. By leveraging technology and creating an innovative online process, we offer a more straightforward, transparent, and delightful design and build experience for the modern homeowner. We’ve been recognized as a Forbes Best Startup Employer, Fast Company Most Innovative Company, named to Inc. Magazine’s Best Places to Work, and written about by Architectural Digest, The New York Times, Sunset Magazine, House Beautiful, The Wall Street Journal, and Forbes. And we’re just getting started. 
Yardzen is seeking a dynamic and versatile Contractor Operations Lead to join our Operations team. In this role, you will be a driving force behind our contractor network, ensuring seamless communication, collaboration, and driving success and excellence every step of the way. You will foster positive relationships with contractors, and drive continuous improvement within the organization's operations. In this role, you’ll keep a finger on the pulse of contractor performance and compliance, providing valuable feedback and guidance to ensure standards are met and exceeded.

About the role:

• Develop and maintain relationships with contractors, serving as the point of contact for inquiries, support, and issue resolution.
• Monitor contractor performance and compliance with company policies and standards, providing feedback and guidance as needed.
• Monitor inbound communication channels to support our Pro Network via phone, text, and email.
• Triage and communicate project information to internal stakeholders to ensure smooth project progression.
• Serve as a liaison between contractors, internal teams, and external stakeholders, facilitating communication and collaboration.
• Communicate relevant updates, announcements, and changes in policies or procedures to contractors promptly and effectively.
• Solicit feedback from contractors and stakeholders to identify areas for improvement and address concerns proactively.
• Regularly review and verify contractors' credentials, including licenses, certifications, and insurance coverage, to ensure they meet the organization's standards and legal obligations.
• Provide guidance and support to contractors in resolving any issues or deficiencies identified during the auditing process, including assisting with license renewals or insurance updates.
• Monitor online reviews and feedback for contractors, proactively addressing any concerns or negative feedback.
• Document audit findings, recommendations, and corrective actions taken to demonstrate compliance with internal policies, procedures, and requirements.

About you:

• 2 + years experience in a support operations role
• Proficiency with Podium and Zendesk
• Strong written and verbal communication skills
• Experience working closely with small businesses
• Proven ability to manage multiple communication channels simultaneously 
• Strong organizational skills and attention to detail

Non-negotiables (for everyone at Yardzen):

• You believe in the benefits of outdoor living.
• You appreciate beautiful spaces and good design.
• You have startup experience and thrive under pressure and with ambiguity.
• You embrace change and lead with a growth mindset.
• You’re a real teammate and would be described by those who know you as a genuinely kind person. Culture is critical in the early days and we’re looking for goodness and grit.

Benefits & Perks:

• Equity in Yardzen
• Company-sponsored medical, dental, and vision insurance for the employee
• Unlimited PTO
• 12 weeks paid parental leave
• Health & wellness stipend
• Cell phone and internet stipend
• Home office stipend

At Yardzen, we’re committed to creating a space where our employees can bring their full selves to work and have equal opportunities to succeed. We are looking for people that will add to our culture, not just fit in.  So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, or veteran status, if joining this mission speaks to you, we encourage you to apply!
Since April 2020, we're a remote-first organization. We believe work is a thing you do, not a place you go, and we can stay connected as an organization from anywhere. We believe that clearly de