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      Who does what in my company?

      Below is a list of everyone's roles and high-level responsibilities. Read on to learn more, but when you really want to know--go talk to them and find out!

      Visual Org Chart Updated 2/22/24

      Accountability chart


      CEO, Luke

      • Sales, contracts, new home acquisition
      • Engineering projects lead
      • Direct Guest booking (and rebook) initiatives
      • Leading ELT to succeed with their departments, KRS and annual objectives.


      Operations Function

      COO, Luke

      • Operations Management Leadership + Strategy
      • Process Improvement
      • HQ
      • Risk Management / Crisis management and planning
      • Performance Monitoring
      • Portfolio Home acquisition and management
      • Technology + systems (information Technology + platforms)
      • Strategic Planning / Growth initiatives
      • Partnership + Vendor Management


      Silmara Hughes, VP of Operations

        • Scorecard
          • Provides leadership and direction for the management and smooth operations of ExOps, HomeOps, FieldOps, and Ops Planning teams to achieve 5 star interior and exteriors of homes delivered profitably
          • Manage the profitable property management solution while ensuring our rental homes, our facility and equipment are in a high standard of care.
          •  Owns the recruiting, staffing, and training for operations and direct labor (and overhead contract labor) - minimizing hour waste
          • Achieving a neutral margin bt direct labor and billable work

      • Klebson Pereira, Ex Ops Team Lead
      • Scorecard
        • Leadership and oversight of all Ex Ops Team Members
        • Quality control of Exterior projects and execution of svc packages and free svcs
        • Inventory / Warehouse Management
        • HQ Facility management
        • Vehicle and tool inventory, maintenance, and tracking
        • Purchasing (and tracking to billable jobs, homes, etc)
        • Supply management
      • EMPTY, Landscape Foreman -  who will provide quotes to homeowners for landscaping projects?
        • Execute alongside while leading a team of Landscape and ExOps team members
        • Estimate exterior projects
        • Manage scope, budget, hours, supplies and team on projects

      • Vagner Gimenes, Senior Operations Manager (Resource Planner)
      • Scorecard
        • Facilitate the work for every person in an ops role
        • Manage waste in labor
        • Forecast; accountable for helping to determine when timecards need to be cut, and how to allocate resources for labor (driving the goal for CM work to be sold)
        • Plan ahead beyond the week, react to help in the daily and weekly
        • Hold ops team leads accountable
        • Give support to all teams
        • Apply leadership to get effective outcomes from each team - influence and lead

      • Thayla Girardi, Home Ops Admin
      • Scorecard
        • Scheduling and administrative support of the Sr. Manager of Home Ops
        • Home staging projects and onboarding support
        • Managing contractor schedule for Home Ops
        • Supply ordering and external vendor management
        • Estimating and quoting for HomeOps Services

      • Contractor Payroll and administration
      • Managing contractor schedule for Home Ops
      • Supply ordering and external vendor management
      • Estimating and quoting for HomeOps Services


      • Thiago Milani
        • Warehouse oversight (being there, checking in and out items, adding to jobs)
        • administration and reporting
        • Sell-you items
        • Loaner tracking
        • Purchased, and inventoried items
        • ExOps Scheduling backup



      • Zac Sears, Director of Property Management
        • Leading techs by providing daily feedback on jobs (service requests or otherwise) that they could do better
        • Quote and estimate jobs with accuracy and high level of conversion (Achieve goals for Approved Quotes to have a team running profitably through the winter) 
        • Get techs staffed to billable work
        • Plan, execute, oversee, + manage projects 
        • Train to top 30 and skills for billable projects
        • Maintenance Team Management, daily performance management, hiring, onboarding, timely on-the-job training

      • Michael Fratalia, Senior MaintOps Admin 
        • Support Maintenance / Construction Leader in all aspects of administrative needs for the successful quoting, selling, planning, and completion of all jobs and projects done by the MaintOps team.
          • AM review of schedule for efficient routing and providing techs job details as required
          • Ensure tech’s are supported with troubleshooting know-how in the field and review when Vendor escalation is required. 
          • PM review of Job Completion to
            • Reschedule (if callback or partial completion so that the job can be completed in a timely way); 
            • Approve (if fully resolved so that it can be invoiced)
            • Escalate to CM Billable (if a service request becomes Priority 2 and requires a vendor)
        • This DAILY review results in Supervisory feedback that must be provided to train Maintenance Techs who didn’t complete a job well with a report provided daily by 5pm to Zac.
        • Support in quality assurance during project management and tracking through completion
        • Estimating, meeting owners for project scopes; Meeting vendors for subcontracting projects
        • Fleet management




      Amy, MaintOps Admin

      • Support Maintenance / Construction Leader in all aspects of administrative needs for the successful quoting, selling, planning, and completion of all jobs and projects done by the MaintOps team.
        • AM review of schedule for efficient routing and providing techs job details as required
        • Ensure tech’s are supported with troubleshooting know-how in the field and review when Vendor escalation is required. 
        • PM review of Job Completion to
          • Reschedule (if callback or partial completion so that the job can be completed in a timely way); 
          • Approve (if fully resolved so that it can be invoiced)
          • Escalate to CM Billable (if a service request becomes Priority 2 and requires a vendor)
      • This DAILY review results in Supervisory feedback that must be provided to train Maintenance Techs who didn’t complete a job well with a report provided daily by 5pm to Zac.
      • Support in quality assurance during project management and tracking through completion
      • Estimating, meeting owners for project scopes; Meeting vendors for subcontracting projects
      • Fleet management
      • Manage Direct Labor Maintenance Resources Planning to ensure that the team is efficiently put to work resulting in 10% or less labor waste. 
        • Plan Tomorrow: schedule with 80% accuracy year round
        • Plan next week: 
        • Plan next month
      • Schedule all maintenance technicians for jobs ranging from: occupant requests; guest damage repairs; billable jobs; billable projects; Service Packages;  internally billable ‘routine’ work [onboarding; openings; closings]
        • Ensure efficient routing to minimize wasted drive timeEnsure instructions 
        • Ensure job instructions are clear and support tech in the supplies & tools they will need to succeed on their first visit.  

      • Maintenance Techs (Sean, Garrett, Elias, Kevin, Jeff, Matt, Walter, Anthony, Adam, Xuxa, Junior)
        • Know, understand, and be capable of solving the full Top 30 with minimal call backs
        • Provide bandaid solutions to hold issues over until resolution is final
        • Support home onboarding and offboarding
        • Provide detailed notes in Zuper and follow all company processes and procedures

      • TBD, Guest Ops
        • DFD
        • Vendor Relationship management and invoicing
        • Maintenance timecard approvals
        • Bill/Divvy Approval
        • Draft quotes


      Client Experience

      • Debra Desautels, VP of Client Experience
        • Process/procedure development and oversight
        • Employee management (reviews, development, schedule)
        • Team oversight to ensure metrics are being met
        • Debra Desautels, VP of Client Experience

      • Meagan White, Client Manager
        • SPOC for owners
        • Sell and coordinate value-added services ($20K per month)
        • Ensure adoption of service packages by homeowners
        • Visit each home and owner 1x per season
        • Management of top GM owners
        • Assist other CMs as available for help with managing owner discussions, questions, etc. Encourage the use of the CM Slack channel for questions so others can learn and Deb can assist as needed for backup
        • As Senior CM, provide feedback to Deb on team direction, areas of challenge and opportunities, and employee development needs.
      • Booke Alston, Client Manager(First Year)
        • Onboarding PM
        • Transition new owners from sales to CM
        • New Home Photography
        • Ensure accuracy of 1st year home listings
        • Work with biz ops to ensure guest portal info is accurate
        • SPOC for owners
        • Sell and coordinate value-added services
        • Ensure adoption of service packages by new homeowners
        • Visit each home and owner 1x per season

      • Robert Plantier, Client Manager
        • SPOC for owners
        • Sell and coordinate value-added services ($20K per month)
        • Ensure adoption of service packages by homeowners
        • Visit each home and owner 1x per season

      • Dave Malloy, Client Manager
        • SPOC for owners
        • Sell and coordinate value-added services ($20K per month)
        • Ensure adoption of service packages by homeowners
        • Visit each home and owner 1x per season

      • Wills Hassler, Client Manager
        • SPOC for owners
        • Sell and coordinate value-added services ($20K per month)
        • Ensure adoption of service packages by homeowners
        • Visit each home and owner 1x per season

      Finance

      • Luke, 
      • Alan, PT CFO
      • Manage tax, insurance, and bank relationships
      • Accrual accounting work
      • Financial statements
      • Monthly reporting package
      • All other reporting
      • Financial review of reporting from team to manage balance sheet
      • Kirsten Witunski, Controller
        • All above once john transitions out
        • Management of the Finance team (reviews, development, relations, coaching, etc)
        • Month-end reporting
        • Financial Operations Reporting (OBSU, Ops utilization, 
        • Homeowner Payments
        • Svc billing push/oversight

      • Kimberly Mylie, Accountant
        • AP aging/AR balances reports and reconciliation
        • Divvy (expense management)
        • Team Member reimbursements
        • 1099’s
        • Contracts
        • Payments
        • Reporting and ongoing projects
        • Collaborate with all teams for accurate, timely expense filing
      • Camila, FinOps (Accountant?)
        • Divvy
        • Invoicing 
        • Estimates/Invoices review and approval
        • Zuper/Hubspot Reports and Company Lists
        • Connection bt operations and finance
      • Jenn Harnon,  Interim Assistant Controller
        • See Kirsten Above


      Revenue and Business Operations



      Sales and Marketing


      Human Resources

      • Vanessa Dolle, Head of Team Success (HR)
        • Attracting Talent 
        • Team Engagement
        • Overhead staffing management
        • Culture Oversight
        • Team Member Development
        • Public Relations Oversight
        • EOS support
        • Compliance / Managing HR Risk
        • Payroll
        • Coaching leaders on HR issues with their teams; difficult conversations, PM, compensation, etc
        • Shark Tank Program ownership and oversight