Operations Manager

New York, NY

The Operations Manager will oversee the day-to-day operations of assigned client sites, with a focus on driving revenue growth, operational efficiency, team performance, and client satisfaction. This involves managing and coaching team members, managing resources, troubleshooting issues, and optimizing processes in order to achieve the company’s strategic objectives.

What you will do

This is a highly collaborative leadership role that will transform our customer experience and revenue growth. Responsibilities include but are not limited to:

• Working with the Operations, Finance, Sales, Marketing, Human Resources, and Technology teams to formulate and deliver the product vision and execute our growth strategy.
• Defining, implementing, and revising operational policies and guidelines for the organization to create higher levels of customer demand for our services.
• Developing a deep understanding of field operations, partnering closely with management and support teams on implementation and customer experience.
• Managing, coaching, and empowering your team members, creating an environment focused on personal growth and fulfillment for individual team members, excellent results for the overall team, and a culture of collaboration and teamwork to achieve both the above.
• Setting goals and metrics with each of your team members.
• Holding frequent and consistent check-in/coaching calls and meetings with assigned team members to ensure team wellbeing and track progress and results of clearly defined goals.
• Being responsible and accountable for performance of assigned sites and team members, by creating visibility of ongoing projects, progress, and staff to top leadership.
• Upholding the company’s vision and culture by cascading key company priorities and values from top leadership to field level.
• Cultivating and nurturing client relationships to drive client satisfaction, long-term relationships, contract renewals/expansions, and industry recognition.
• Setting and achieving operational targets, aimed at increasing performance in the areas of: contracts retained, increase in revenue, gross margin control (limitation and reduction of overtime wages, site expenses, duplicate purchases, service refunds, and team member turnover), event and program delivery, marketing engagement, and regular relationship-building and performance reporting client meetings.

What you require

• 5-10 years of business line management and/or product management experience.
• Proven P&L ownership and revenue growth.
• Relentless customer and client focus, staying one step ahead and anticipating needs before they are expressed.
• Being a systems thinker who can take a structured approach towards planning, managing, and executing strategy, processes, and research.
• Being a coach with demonstrated experience in supporting people to take ownership of and action towards their goals to drive performance and tangible results.
• Being a leader aligned to the company’s vision, goals, and values, and who can clearly articulate and drive conversations around them in order to empower, inspire, and motivate people to take action.
• Experience bridging the online-offline world and combining virtual and physical experience to drive customer and client satisfaction and demand; being able to communicate and bridge the gap between technical and non-technical audiences.
• Industry experience in consumer products, hospitality, events, or online marketplaces.
• A growth mindset, bias to action, extreme ownership, and humility.
• A deep passion for the services industry and genuine care for the customer-facing frontliners who allow us to deliver on our service promises.

If you are a results-driven individual with a passion for operational excellence, we would love to hear from you!

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Relocate:

• New York, NY: Relocate before starting work (Required)

Work Location: In person