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About the role
Key responsibilities & impact- Support Mainstay's Renovation as a Service (RaaS) operations as the primary day-to-day owner of vendor and agent communications
- Keep work orders moving from assignment through completion across Slack, Helpscout, Airtable and SiteCapture
- Handle routine vendor and agent questions, including bid timelines, on-site requests, status updates, estimated completion date confirmations, scope clarifications and invoice requests
- Monitor communication channels and route information between Mainstay stakeholders and vendors
- Serve as the first point of contact for vendor escalations involving access, utilities, security and other blockers
- Own the RaaS Helpscout inbox within established SLAs
- Confirm vendor receipt and acceptance of assignments and send timely scope-status check-ins
- Manage routine scope edits, non-routine vendor revisions, partial approvals and change order approvals or denials
- Maintain complete and accurate work-order data and follow up on stalled or incomplete work orders
- Operate within established SOPs and escalate exceptions or blockers to Mainstay stakeholders
- Alert the Head of Partnerships & Field Operations when vendor reassignment or intervention is needed
Requirements
What you’ll need- Ability to multitask and prioritize across high-volume, high-velocity work without letting exceptions slip
- Ability to balance company priorities and positions while still advocating for vendors when appropriate
- Comfortable working all day in systems
- 3+ years managing contractors or vendors in residential renovation, property management, SFR or real estate operations (preferred)
- Ability to read a scope, a bid and before/after photos and determine whether they describe the same job at a fair price (preferred)
- Prior experience with Airtable, Slack, SiteCapture and Helpscout (preferred)
- Experience with institutional SFR clients (preferred)
- Experience building or running SOPs, playbooks or vendor scorecards (preferred)
- Experience using AI tools and automations day to day and specifying a rule for one (preferred)
- Confidence handling inbound and outbound calls with vendors and inspectors
- Strong written communication in Slack, email and Helpscout
- Technical proficiency with Airtable, Slack, Helpscout, SiteCapture and similar software platforms
- Ability to triage ambiguous vendor situations and identify appropriate next steps
- Ability to learn and follow new tools and SOPs
- Must be legally authorized to work in the United States
- Must not require visa sponsorship now or in the future to work in the United States
Benefits
Comp & perks- Reasonable accommodations throughout recruitment processes for candidates with disabilities, pregnancy, religious beliefs, or other reasons protected by applicable laws