Agent Operations Lead

ABOUT MAINSTAY

Mainstay is the leading market intelligence platform purpose built for buying, managing, and selling homes in the single family rental industry. As an AI native company, we turn complex data into clarity that helps the industry move forward with confidence. Founded within Opendoor, Mainstay launched as an independent company in 2024 and recently raised a Series A round led by Khosla Ventures.

Ready to shape the future of real estate with AI? Join Mainstay and help us redefine what’s possible in the single family rental space. If you thrive on solving complex problems and want to make a tangible impact in a fast-growing industry, we’d love to hear from you - apply now and let’s move the industry forward, together!

ABOUT THE ROLE

We're hiring an Agent Operations Lead to own the operating results for some of the largest institutional owners of single family homes in the country. Each customer hands us a portfolio and a set of objectives, and no two are the same. One wants speed above everything. Another will wait three more weeks for the right number. A third mostly wants never to be surprised. You'll know each of their playbooks cold, and you'll make sure every home in their book is run that way.

You'll own each of your customers' books end to end: dispositions, and in some cases acquisitions, from the day a home lands with us to the day it closes. You co-own each customer relationship with a business relationship lead, who owns the commercial side: contracts, allocation, and expansion. You own the operating side as the day-to-day counterpart to the customer's directors and analysts. You run the cadence, bring the analysis, catch problems while they're still ours to fix, and tell them the truth when it isn't the answer they wanted. Inside Mainstay you're the one person who sees the whole portfolio, and you set priorities across the agents, pricing, field, and transaction coordination teams who work it.

You won't have direct reports or a listing book of your own. The agents writing deals report to their own manager. You own the outcome and get there through people who don't work for you. If influence without authority sounds like a consolation prize rather than the actual craft, this isn't your role.

You'll also help us grow. New customers, new markets, and new programs like REO are all on deck, and you'll help launch them and then run them once they're live.

This is a high-volume role at a fast-moving Series A startup. Tools change. Processes change. Customers change what they're asking for mid-quarter. If chaos energizes you and you find calm in the grind, you'll thrive here.

AI is very good at the parts of this job that used to eat the week: reconciling our system against a customer's, flagging the twelve homes that need attention today, and drafting the weekly update. It can't hold a director relationship, make the call on a deal that's coming apart, or deliver bad news well. We give our AOLs the best tools we can find, both off-the-shelf and proprietary, so they can spend their time on the part that can't be automated.

You'll report to the Manager, Brokerage Operations. This role is fully remote within the United States, with occasional travel to customers and launches.

WHO YOU ARE

This Role Is Built For Operators Who

• Know the institutional SFR world from the inside. You have 5+ years running single family rental portfolios or the relationships behind them, whether in disposition, acquisition, or asset management at an SFR operator, or managing accounts for large real estate customers. You know what a customer's director is measured on because you've sat in that seat or next to it.

• Get results through people who don't report to you. You've owned an outcome that depended entirely on other teams, and you know what to do when one of them isn't delivering.

• Own the day-to-day with the customer. You're their operating counterpart, not their order-taker, and you work in lockstep with the busin