ABOUT THE ROLE
At New Story, we pioneer solutions to end the global housing crisis by empowering families to become land and homeowners in thriving communities. As the Director of Operations, you will be a driving force behind the successful implementation of this critical work across Latin America. With your sharp operational expertise and strong collaborative mindset, you will translate our vision and strategy into actionable, results-driven plans that propel our local teams to deliver tangible impact.

This individual’s primary objective is to develop thriving communities by 1) driving land lot sales 2) increasing family participation in financial development programs 3) connecting families with local home financing opportunities 4) increasing enrollment of families in Technical Construction Assistance programs and 5) facilitating community engagement + placemaking to increase social cohesion. The Director of Operations will be responsible for driving success as measured by the following major KPIs: Total Lot Sales, Repayment Rate, Portfolio at Risk %, Program Participation Rate & Success, Financial Inclusion, Client Satisfaction, and Community Engagement.

This is an exceptional opportunity to apply your seasoned operations management skills to tackle one of the world's most pressing challenges. If you're driven to drive transformative change through innovative, community-centric solutions, we encourage you to read on and learn more about this impactful role.

WHAT YOU'LL DO

Operational Excellence

• Implement Strategic Plans: Collaborate with the Director of Programs & Innovation to translate strategic plans into actionable workplans, ensuring excellent implementation by local teams and measurable progress toward goals.

• Regional Operations: Manage the day-to-day operations of New Story’s housing projects across multiple regions, ensuring KPIs are driven to success and operations are completed on time, within budget, and aligned with the organization’s impact goals.

• Align Operations with Donor & Investor Expectations: Ensure field operations meet the expectations of donors and investors by collaborating with the Managing Director of Impact and Managing Director of Investment to ensure projects are attractive to funders.

Team Leadership

• Lead & Support Local Teams: Provide leadership and coaching to local teams, ensuring they are well-trained and equipped to communicate, sell, and deliver New Story’s programs to families and manage community engagement effectively.

• Operational Feedback Loops: Establish mechanisms for gathering feedback from the field, enabling KPI transparency and continuous improvements to operations based on real-time learnings. 

Innovation & Pilot Projects

• Collaborate with the Director of Programs & Innovation to implement and refine pilot projects based on local needs, applying learnings to enhance existing business plans, inform future strategy, and ensure operational efficiency.

Monitoring, Evaluation & Reporting

• Ensure clear operational goals and KPIs, timely data collection within the M&E framework, and consistent reporting on field operations to Senior Leadership and the Managing Directors of Impact and Investment, aligning progress and insights with organizational objectives.

Stakeholder Engagement & Internal Collaboration

• Local Stakeholder Engagement: Build relationships with community leaders, government officials, housing developers, financial service providers and other relevant partners, to facilitate successful project implementation.

• Support Investment Strategy: Collaborate with the Managing Director of Investment to align field operations with donor expectations and funding priorities, ensuring that operational activities maximize the organization’s impact and appeal to investors.

• Work closely with the Impact and Communications teams to: Develop effective marketing strategies that drive sales and engagement; organize and maximize community participation and buy-in; gather impactful field stories and data to support donor engagement efforts; and ensure operational insights and progress align with New Story's broader communication and fundraising strategies

WHO YOU ARE

• Bachelor's degree in Business, Operations Management, or related field (Master's preferred), with 10+ years of operations management experience

• Proven experience in strategic operations management, including ability to translate strategy into actionable plans and adapt operations based on field feedback and pilot learning

• Demonstrated success in sales management and customer relationships, including marketing strategy development and team leadership

• Strong leadership capabilities in managing cross-functional, distributed teams across large-scale regional projects, with exceptional project management skills

• Ability to align operations with multiple stakeholders, including effective collaboration with internal teams (communications, development, strategy, impact) and external donors/investors

• Bilingual fluency in English and Spanish required

• Willingness and ability to travel frequently to regional project sites (50-60% travel required)

REPORTING STRUCTURE

This role oversees a team and reports to the Managing Director of Impact. This individual may also manage outside vendors and contractors.

LOCATION & COMPENSATION

This is a hybrid role based in Mexico City, Mexico. Our offer will be commensurate with experience and location.

BENEFITS

Health & Wellness. We believe in thriving communities and that starts with our team being happy and healthy. New Story currently covers 100% of Employee-Only premium costs for Major Medical Health Insurance through AXA and Life Insurance through MAPFRE. New Story will also cover 60% of premium costs for a team member's dependents. Additionally, team members are provided a Flex Benefit Card with a monthly allowance of $1,000 MXN for supermarket, food, and wellness expenses.

Aguinaldo. Team members receive a federal mandated holiday bonus equivalent to 15 days of pay on or before December 20. This amount will be pro-rated for team members within their first year at New Story.

Vacation Premium. On the first (and subsequent) work anniversary, team members will be paid their annual vacation premium bonus equivalent to the number of vacation days allotted for the year at a rate of 25%. Team members enjoy a base of 12 vacation days per year.

Unlimited Vacation after the 1st Year. We believe you should have a flexible schedule that makes space for family, wellness, and fun. For the first 12 months, you'll have 12 days of PTO, 14 paid holidays, and YOUR birthday off. After year one, you can enjoy an unlimited vacation policy. This time off is paid at the regular base rate of pay.

Summer and Winter Time Off. We believe rest is critical to getting results. We intentionally pause as a whole company twice per year. Team member enjoy July Fridays off as well as a Winter Week closure between December 24 and January 1.

5-Week Sabbatical after 5th Year. At the 5-year mark, we celebrate your hard work and dedication with a sabbatical. Team members take 5 weeks off fully paid to rest, recharge, and reflect.

Paid Parental Leave. Primary caregivers are given 12 weeks paid time off. Secondary caregivers are given 6 weeks paid time off. 

Adoption Reimbursement. For families who are willing to adopt, thank you! New Story will reimburse eligible team members up to $180,000 MXN for adoption related expenses.

Intentional Gatherings. As a remote team, we recognize how valuable and rejuvenating in-person time can be. Whether it’s an all-company Team Summit, Fun Camp for fundraisers, or spontaneous department gatherings, we set aside budget to gather in-person to have fun, reflect, and plan together.

Improve Thru Learning. We believe in always learning and leveling up our skills. Whether it's paying for a conference, an online course, or books, an internal Hackathon, a Tea(m) Talk, or a lunch and learn, we invest in each team member so they can be the best at their craft.

Trips to the Field. It’s amazing to meet the families we help and see the homes up close and personal. You'll get to visit the work first hand in either Mexico or El Salvador. Prioritization will vary by role.

ABOUT NEW STORY

At New Story, we pioneer solutions to end the global housing crisis by empowering families to become land and homeowners in thriving communities. We work with local organizations in Latin America to build thriving communities and are committed to researching and developing innovative ways to build better and faster. Our team is distributed across the US and in Mexico City, but united by our passion for social impact. Since New Story started in 2014, we have built over 38 communities across 4 countries resulting in over 14,000 lives impacted through safe housing. We have several projects across Latin America and more on the way, with the goal of helping 1M people by 2030. 

You can find us drinking coffee or bubble tea and eating churros wherever we can find them. 

ABOUT OUR CULTURE

Culture is #1 for us. We invest significant time, focus, and resources to building the best environment possible. Why? Over the course of the year we spend a large chunk of our time at work. So at New Story, we want our team to find fulfillment, autonomy, mastery, and joy at work. A workplace where you can bring your whole self.

At New Story, you can expect to find a culture that reflects our values:

Humble Pursuit Of Excellence. A combination of personal humility and intense professional will.

Express Gratitude and Empathy. How would you like to be treated? That’s how we strive to treat others. Always go above and beyond to do for others what you'd like them to do for you.

Improve Through Learning and Feedback. Learn why something worked or didn't work, then implement the learning into future actions.

Team of Founders. An extreme ownership mindset where you see a problem, take action, and go above and beyond to help the team.

Think Big, Breakdown, and Execute. Set big measurable goals, formulate a plan, then execute the plan with relentless focus.

Simplify. Do more with less. This applies to everything: marketing, design, team meetings, writing, operations, and beyond.

A WELCOMING PLACE FOR ALL

New Story strives to nurture a welcoming culture of shared values and radical candor for everyone. We welcome all applicants, regardless of background, to submit an application. Black, Indigenous, and people of color are especially encouraged to apply! We know we will only succeed if we have a team who brings a wide variety of perspectives and backgrounds. 

As an equal opportunity employer, our hiring decisions are based solely on qualifications, merit, and business needs at the time of hire. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization. 

Our goal is to impact 1 million people by 2030. Join us.