BENJAMIN SMITH

• Accountable for operational execution by Field Services, Maintenance, Turns, and Vendor Management teams across company footprint supporting over 5,000 homes under management
• Initiated on-time, on-budget project management routines to optimize performance for unit turns, reducing average turn time by over 50% and turn costs by 40%
• Designed and sourced 3rd party partners to expand Darwin's operational capacity by 3x to enable on-demand scalability
• Established positive and effective communication among direct teams and leadership, reducing miscommunication, and building trust across Field Operations organization

• In short-term consultancy engagement, led development of business processes and standard policies supporting end-to-end property management lifecycle
• Created comprehensive work from home policy for Resihome and implemented supporting performance management framework
• Drove strategic improvements to enhance operational and organizational efficiencies in Field, Quality Control, Client Management, and Property Compliance verticals
• Enhanced accountability and responsibility for process compliance by creating assessments, mitigation, monitoring and auditing standards

Market Leader accountable for overall Zillow Offers market performance from pre-acquisition through resale. Key strategic duties include setting and evaluating home & market buy box, monitoring ongoing market conditions and adjusting operations accordingly, and building scalable operational workflows to support Zillow business goals. Directly responsible for oversight and development of Asst. General Manager and Regional Field Managers. Accountable for cross-functional relationships driving listing/sale management, local RE agent coordination and overall ROI of homes.

• Delivered market strategy and developed systems and procedures to improve operational quality and team efficiency
• Directed successful operational turnaround resulting in an average net profit swing of $38k per home and achieved market profitability within first 9 months of tenure
• Reduced portfolio of 220 properties aged 90d + on market within 5 months and ahead of 8 month target
• Successfully created and implemented KPIs driving focus on execution and resulted in a 60% decrease in renovation timelines, 48% decrease in renovation spend and 70% reduction in Listing R&M/Resale Concessions
• Created innovative Express Lane solution to mitigate vendor capacity constraints and resulted in a national program enabling quick turn listing for 30% of market inventory

Managed consolidated operations for all US teams supporting the end-to-end property sales life cycle from pre-marketing renovation through post-sale financial close . Lead teams in Asset Management, Brokerage, Settlement Services and Global Customer Care. Provided leadership for both strategic direction and tactical execution of all portfolio financial and time-bound service level agreements. Mentored and grew all levels of resources to achieve alignment around overarching common goal for line of business and company objectives.

• Strategically coordinated operations according to key client objectives and internal capabilities, effectively allocating resources to meet demands by restructuring the entire production team
• Established clear management goals and devised systems to track results for effective decision making; implemented data consolidation project for all property data across systems of records
• Applied performance data to evaluate and improve operations and shorten vacancy to list timeline by over 50% in first 4 months, reducing overall average timeline to sell by 34 days
• Lead weekly readout for executive leadership to report on operational performance for all key clients, update on opportunities for improvement, establish milestones for remediation and present ongoing operating model changes

Direct oversight of overall strategy and operations for Level I, II, and III global customer service and support teams. Responsible for robust but efficient 24x7 service delivery utilizing voice, email, chat channels, and workforce management for over 100 resources. Accountable for inbound and outbound service levels as well as overall organizational effectiveness.

Initiated and led multiple concurrent enterprise-level transformational initiatives leveraging artificial intelligence and robotic process automation.

• Led Enterprise-level OKR leveraging Robotics and AI to identify high-value opportunities for process automation and transformation projects, generating aggregate permanent annual savings of $10MM
• Translated business goals and customer needs into prioritized improvements using direct customer feedback; realized a 60% increase in net promoter (NPS) and overall satisfaction (OSAT) scores
• Directed creation of standard operating procedures and continuous optimization of product workflow to incorporate procedural, contractual, and regulatory requirements

Managed multi-site business process outsourcing (BPO) operations across several business lines supporting back office production, document fulfillment, case management, and call center services generating average annual revenues of $48 million. Established performance goals for department and provided consistent feedback to direct and indirect reports on methods for reaching those milestones.

• Oversaw staffing strategy and workforce management optimizing performance, revenue and profitability for peak staffing level of over 900 indirect reports
• Developed highly successful escalated customer complaint resolution process combining collections, customer service and case management processes
• Led turnaround initiative for outbound collections and phone support call center achieving a 64% increase in capacity and 30% reduction in staffing requirements within 60 days

Launched niche homebuilding company for systems building products covering southwest Florida. Prepared company operating budgets, budget reports and other financial performance reports. Established project control procedures such as project forecasts and cash flow projections.

• Built first systems-built home on Bradenton Beach; completed luxury 2-unit condominium spec with market value of $900k
• Built to 200 mph wind zone and completed in under 45 days
• Completed infill projects within the City of Bradenton providing affordable homes during market boom in 2007

Managed development operations for 40-year-old real estate and business investment firm. Supported Chief Executive Officer by managing daily operational functions including payroll, HR and staffing. Developed annual operating budgets and forecasts, as well as sales and marketing plans. Communicated effectively with project investors, residents and on-site associates. Audited project financials and billing for accuracy, reporting any discrepancies requiring follow-up to CEO.

• Led condo conversion project in Tampa, FL from conception to close-out as Project Lead and successfully selling entire 40-unit project in 2 weeks
• Project value of $7.6 million with total costs of $5.1 million and returning $2.5 million profit to investment group and development principals
• Served as Development Project Manager for $115 million waterfront condominium project with financial and sales oversight responsibility