Member Services Operations Manager onefinestay
THIS JOB HAS EXPIRED Overview
onefinestay has two sets of customers ? guests and hosts. We call them members, and they?re hugely important to us. The Operations Manager will lead the team responsible for ensuring both our host and guest experiences? are exceptional.
Guests. The team looks after our guests from the moment their reservation is confirmed, to their departure from the onefinestay home. This includes collecting pre-stay communication via email, meeting and greeting the guests at the home and being on hand by phone or email for any queries (from troubleshooting home issues to providing info on the hottest brunch spots in town).
Hosts. The team also tackle any host queries, whether it be about their schedule of availability, questions on how to navigate their online account or questions arising from a guest stay in their home.
Currently we have team of Member Services Executives manning the phones and email. They are a group of fast-paced problem solvers, who eat inquires for breakfast and (as a matter of honor) don't 'pass the buck. We only hire a special kind of person for this team - dedicated to the cause and full of enthusiasm.
We also have a field team that we call Meet and Greeters. They are the face of onefinestay, meeting the guests and touring them around the home, they are presentable, knowledgeable and exceptionally personable.
The Operations Manager will be responsible for motivating, managing and building the team to cope with the rapid growth of the business, which we?re estimating will quadruple in size in 2013.
Role activities and responsibilities
Leadership. By year end the successful candidate will be heading at least a 15+ people team. You will have the confidence, drive and energy to find this exciting rather than daunting.
Team build. Effectively scale the team by hiring and training dozens of full-time, part-time staff throughout 2013. The successful candidate will be responsible for implementing standards, establishing training programs and shaping the culture of the team, all with the goal of achieving excellence and operational flexibility.
Process and service product design. The Operations Manager will work closely with our Central Operations team in London to implement new processes and products systems that will ensure consistently high service delivery during a period of rapid growth. This includes everything from implementing new telephony systems to testing new products to offer guests.
Issue Management. We are a service delivery business and sometimes tricky situations with both hosts and guests will arise. When they do the Operations Manager will need to be on-hand to ensure the team resolve them effectively.
Experience and skills
Proven leadership experience or very high leadership potential.
No less than 2 years of experience in relevant operational and line-management roles within a fast moving/growing people business (customer service, retail, hospitality, or other similar high intensity operational businesses)
Have recruited for and managed relatively large teams, 5 + heads.
Experience designing and implementing new processes in previous roles and can demonstrate an ability to tackle complex problems.
Good knowledge of NYC and a passion for customer service.
Degree educated to a good level.
Authoritative, yet highly personable, flexible and with a collaborative style of working.
Highly organised and efficient operator. Structured in approach but ability to roll with the punches when things don?t go right.
Confidence in own judgement ? can make good decisions quickly.
A passion for people and providing.
A ?roll your sleeves up? attitude and willingness to get your ?hands dirty?.
Friendly and personable with the ability to interact with all levels of employees and different types of people.
Apart from the generally rewarding nature of working in a high growth start-up, with exceptionally talented (and friendly) colleagues, the role will pay a competitive salary package including share options and full healthcare benefits. You?ll be based out of our loft office on Vandam Street, which is conveniently located in between Soho, Tribeca and the West Village. There will also an endless supply of diet coke, bananas and peanut M&Ms.
||New York, NY |
THIS JOB HAS EXPIRED