Regional Implementation Manager - Valet Trash

Fetch is a fast-growing, venture-backed company transforming how multifamily communities deliver essential services and amenities to their residents. What began as a solution to the challenges of package delivery has grown into a broader multifamily services platform—with Valet Trash representing an important part of Fetch’s continued growth. Our Valet Trash service provides multifamily communities with a reliable, convenient door-to-door waste collection solution designed to improve the resident experience while simplifying operations for property teams. Behind that simple experience is a fast-moving operation that requires strong local teams, thoughtful implementation, consistent service standards, and close partnership with our clients. As Fetch expands Valet Trash into new communities and markets across the U.S., we are building the processes, technology, and operational infrastructure needed to launch and support those communities successfully at scale. Beyond Valet Trash, Fetch provides Package Delivery, Fetch Market, and Fetch Storage , creating an integrated platform of services designed specifically for multifamily living. With significant growth ahead, Fetch is continuing to solve complex operational challenges by bringing together technology, logistics, hospitality, and people . For our team, that means an opportunity to help build what comes next—not simply maintain what already exists. The Regional Implementation Manager owns how Fetch launches, equips, and improves valet trash service. The role does not manage field staff. This position exists because service execution and business enablement are different jobs. Blending them into one Ops Execution role forces the enablement work to lose. Urgent service failures always outrank important program work. This goes in line with the executive committee's focus to buyout contracts with upcoming funding, which gives more downstream work in enablement despite a stale sales pipeline. The Regional Implementation Manager carries launches, procurement, learning and development, and system admin. Field Operations Managers carry service, coaching, and live escalation response. Responsibilities Launch and Implementation (40%) Own every new community from signed contract through day 30 of stabilized service. Run the weekly cross-functional Launch Call with Client Success, Core Ops, and Recruitment. Complete pre-launch walkthroughs and confirm inventory counts, trash area access, mapping, and fire code compliance. Verify scope alignment before launch. Escalate scope gaps to the Director before service starts, not after. Confirm supply and equipment delivery against the walkthrough form prior to first service night. Hand off to the Field Operations Manager at day 30 with a documented stabilization summary. Learning and Development (25%) Own the Trash Service Partner orientation curriculum and the Area Supervisor onboarding path. Convert recurring root causes into playbook updates, SOP changes, or training modules. Partner with the Safety team to maintain the safety training program and quiz certification records. Build and version market-specific reference guides for new supervisors. Partner with the Learning Team on content overlap. This role owns field-facing curriculum only. Systems and Documentation (20%) Own TrashOps Command user administration, as well as configuration, audit templates, and task workflows. Maintain the Guide to Standards and operating playbook library as the single source of truth. Partner with engineering on field-facing tools. Procurement and Inventory (15%) Own supply and equipment forecasting against the launch pipeline and community count. Manage can, tote, and consumable ordering with the warehouse and vendor partners. Maintain the fire code compliant unit standard across all communities. Own remediation planning for non-compliant inventory. Track cost per unit on supplies and equipment. Flag variance above 10% month over month. Qualifications Required 3 or more years in multi-site operations, implementation, or program management. Documented experience launching new sites, accounts, or service lines on a fixed date. Ability to run a cross-functional meeting where no attendee reports to you. Working fluency in Excel. Can build and maintain a tracker without support. Willingness to travel 50% of the year and to be on site during launch weeks. Valid driver license and reliable transportation. Trash Service window is 6:00 PM to midnight local. Launch nights require presence on site during that window. Standard schedule is business hours with shifted hours during launch weeks. Work involves walking multifamily properties, stairs, and outdoor conditions in all weather. Ability to lift and move trash containers up to 75 pounds during walkthroughs and unit swaps. Preferred Background in multifamily property services, janitorial, waste, or route-based field operations. Experience writing SOPs, playbooks, or training curriculum used by hourly staff. Vendor management or procurement forecasting experience. Familiarity with field audit or workforce management applications. Bilingual English and Spanish. What Success Looks Like The Regional Implementation Manager is accountable for ensuring new Valet Trash communities launch on time, fully prepared, and transition successfully into ongoing operations. Success requires strong launch planning, proactive risk identification, cross-functional coordination, and continuous improvement. Key measures of success include: Delivering launches on the contracted start date Ensuring operational scope, staffing, systems, supplies, equipment, and compliance requirements are addressed before launch Successfully transitioning new communities to Operations through a structured Day 30 stabilization handoff Identifying and resolving launch risks before they impact service Completing root-cause analysis and corrective actions following significant escalations Maintaining strong execution against project, audit, and implementation deadlines Building repeatable processes that improve launch quality as the Valet Trash business scales First 90 Days: By Day 30: Establish full visibility into the Valet Trash launch pipeline, with a documented owner, launch date, key dependencies, risks, and readiness status for every upcoming community. By Day 60: Implement a consistent escalation and root-cause analysis process, with trends, corrective actions, and significant risks incorporated into the weekly business review. By Day 90: Successfully lead at least one Valet Trash community launch from planning through implementation and stabilization, meeting the contracted start date with no post-launch scope gaps. #INDLP1 What We Offer: Competitive Compensation – Your expertise and impact are recognized and rewarded Comprehensive Benefits Package – Medical, Dental, and Vision coverage for you and your family Plan for Your Future – 401(k) plus AD&D, Short-Term, and Long-Term Disability coverage Unlimited PTO – Take the time you need to recharge and bring your best self to work Work That Makes an Impact – Help shape the future of our operations, teams, and growth Fetch is an equal opportunity employer, all applicants will be considered without discrimination on the basis of race, religion, national origin, age, sex, marital status, disabilities, gender identity or expression, sexual orientation, veteran status or any other characteristics protected by law.