Head of Operations

Leverage Live Local is a growing organisation focused on managing property tax exemptions for multifamily owners in Florida, particularly under the Live Local Act. With a significant portfolio of over 90 properties and approximately 30,000 units under management, the company is experiencing high demand but is seeking to overcome operational bottlenecks to facilitate further expansion. This critical role of Head of Operations is tasked with developing and refining the company's operating system to ensure scalable growth without compromising service quality or efficiency.

About the Role

This is a senior leadership position that reports directly to the founder, offering a unique opportunity to shape the operational backbone of a dynamic and expanding business. The Head of Operations will be instrumental in building and maintaining robust processes that allow Leverage Live Local to handle increasing volumes of work while upholding high standards. The organisation is experiencing demand exceeding its current operational capacity, making this role pivotal for future success.

The position is fully remote, allowing for flexibility in work location. Compensation for this role is competitive, with a base salary of R180,000. Total compensation is projected to range between R250,000 and R350,000, depending on the successful achievement of key performance indicators and the overall performance of the operations function. This upside potential is directly tied to the metrics that the Head of Operations will own and influence.

The Head of Operations will be responsible for a comprehensive range of operational duties, ensuring the smooth and accurate processing of property tax exemptions and related compliance activities. Key responsibilities include:

• Ensuring that every exemption application is submitted correctly and within statutory deadlines for each cycle.
• Meticulously tracking all decisions and ensuring they are logged in the designated system of record by the required deadlines.
• Managing the process for denials and appeals, ensuring all cases are addressed promptly and deadlines are met.
• Overseeing the annual recertification and compliance cadence, guaranteeing adherence to all regulatory requirements.
• Developing and enforcing service level agreements (SLAs) for the operations team.
• Maintaining high standards of data hygiene and fostering a culture of accountability within the team.
• Establishing and maintaining a single, shared source of truth for the team, software, and clients, promoting transparency and consistency.

The successful candidate will have a proven track record of transforming chaotic or growing service businesses into well-oiled machines. A strong preference exists for individuals who thrive on being measured by tangible results and data-driven outcomes.

What They're Looking For

To excel in this role, candidates should possess significant experience in operations management, particularly within a growing or complex service-oriented environment. The ability to structure and optimize processes is paramount. Experience managing a team of three or more individuals is a requirement, demonstrating leadership and people management capabilities.

A key requirement for this role is the ability to work core business hours, overlapping with 9 AM to 6 PM Eastern US time. This ensures effective collaboration with other team members and stakeholders, regardless of location. Candidates should be comfortable with a performance-driven culture and eager to contribute to the strategic growth of Leverage Live Local.

In South Africa, a role of this calibre, particularly involving international operations and a significant compensation package, would typically be found within larger, well-established companies or rapidly scaling tech-enabled service providers. The compensation offered is on the higher end, reflecting the senior nature of the position and the responsibility involved. Career progression for a Head of Operations often leads to broader executive roles, such as Chief Operating Officer, or even C-suite positions in organisations that value operational excellence.

• You have walked into a messy, growing services business and made it run tight
• You like being measured on real numbers
• You have managed a team of three or more
• Ability to work core hours overlapping 9 AM to 6 PM Eastern US time