Job Description:
As an Operations Manager at Workie, you will play a crucial role in overseeing the day-to-day operations of our spaces, ensuring a seamless and exceptional experience for our members and visitors. Your leadership, organizational skills, and problem-solving abilities will contribute to the efficient functioning of our spaces while aligning with Workie's vision of creating vibrant and productive environments. You will collaborate with cross-functional teams, manage operational processes, and lead a team of dedicated staff members. Your responsibilities will encompass a range of tasks related to operations management, including but not limited to:
Team Leadership:
Lead and manage a team of operations staff, including training, performance evaluations, and ongoing coaching.
Foster a culture of teamwork, accountability, and exceptional service.
Member Experience:
Ensure a high level of member satisfaction by maintaining a clean, organized, and welcoming environment.
Address member inquiries, concerns, and feedback promptly and professionally.
Space Management:
Oversee space utilization and allocations, ensuring efficient use of resources and optimal member experiences.
Collaborate with the design and facilities teams to address space-related needs.
Operational Processes:
Develop, implement, and streamline operational processes to enhance efficiency, productivity, and member experiences.
Ensure compliance with company policies and procedures.
Vendor and Supplier Coordination:
Manage relationships with vendors and suppliers to ensure timely delivery of services and materials.
Negotiate contracts and terms to optimize value and service quality.
Health and Safety Compliance:
Ensure all spaces are compliant with health, safety, and security regulations.
Implement and monitor emergency response protocols.
Financial Management:
Assist in budget planning and management of operational expenses.
Identify opportunities for cost savings and efficiencies.
Performance Metrics and Reporting:
Monitor operational performance metrics and provide regular reports to senior management.
Analyze the data to identify trends and areas for improvement.
Member Engagement Programs:
Collaborate with community teams to develop and execute member engagement programs, events, and initiatives.
Problem Solving:
Address operational challenges, member concerns, and facility issues proactively and effectively.
Implement solutions to minimize disruptions and ensure member satisfaction.
Qualifications and Requirements:
Bachelor's degree in Business Administration, Operations Management, or a related field
6–8 years of experience in operations management, facility management, or related roles
Strong leadership and team management skills.
Excellent communication, interpersonal, and conflict-resolution abilities.
Organizational skills with a focus on process improvement and efficiency.
Proficiency in Microsoft Office Suite and operational software
Detail-oriented and results-driven mindset.
Knowledge of health, safety, and security regulations.
Ability to multitask and prioritize in a dynamic environment.
Collaborative and adaptable approach to work.
Customer-centric attitude and commitment to delivering exceptional service.
Qualifications:
Bachelor's degree in Business Administration, Operations Management, or a related field. Master's degree is a plus.
Proven experience in operations management or a similar role, preferably in a related industry.
Strong leadership and team management skills.
Excellent problem-solving abilities and attention to detail.
Proficiency in data analysis and the use of relevant software and tools.
Effective communication and interpersonal skills.
Ability to work under pressure and meet deadlines.
Knowledge of industry-specific regulations and standards.
Subodh Popalwar
Software Engineer, Memorres
About Workie Private Limited
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An excellent culture, we encourage collaboration, growth, and learning amongst the team
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Competitive salary and equity
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An autonomous and flexible role where you will be trusted with key tasks.
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An opportunity to have a real impact and be part of a company with purpose.
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Develop and manage client portfolios.
Sustain business growth and profitability by maximizing value.
Analyse customer data to improve customer experience.
Hold product demonstrations for customers.
Improve onboarding processes.
Mediate between clients and the organization.
Handle and resolve customer requests and complaints.
Minimize customer churn.
Aid in product design and product development.
Operate as the lead point of contact for all matters specific to our customers
Support and coordinate with the tech team to ensure seamless delivery to clients
What you’ll do:
Own the product knowledge base
Map customer journey and identify improvements at every stage
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
Develop a trusted advisor relationship with key customer stakeholders
Be the product champion, interpret customer insights to drive change in product and act as a voice of the customer to the Product team
Manage the Customer Success strategy for tracking and reporting on client health and reducing Customer Churn
Create and perform Monthly/Quarterly Business Reviews for ensuring customer retention and expansion - effectively delivering results to key stakeholders
Raise open issues with cross-functional teams and take ownership of resolving the issues in a timely manner
Constantly work towards providing innovative strategies for delivering customer delight
Engage with clients to understand the nuances of their work processes and the resulting needs and pain points.
Tools and Skills Required
Must Have:
Highly organized and able to multi-task.
Communication skills
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Experience in SAAS based product, CRM or ERP.
Knowledge of customer success processes.
Experience in document creation.
Patient and active listener.
Passion for service.
Have high proficiency in Microsoft Office (Excel, Word, PowerPoint)
Good to Have:
You should be passionate about engaging customers and expanding their use cases through our product
You have strong problem-solving skills and are great at finding creative solutions and workarounds when needed
You have good data analysis and data-driven decision-making skills
Strong project management skills
Experience:
3+ years proven track record in an enterprise account management role (Customer Success, Relationship Manager, Key Account Management)
Strong Technical Background.
What's attractive about us?
We offer a suite of memberships and subscriptions to spice up your lifestyle. We believe in practicing an ultimate work life balance and satisfaction. Working hard doesn't mean clocking in extra hours, it means having a zeal to contribute the best of your talents. Our people culture helps us inculcate measures and benefits which help you feel confident and happy each day. Whether you'd like to skill up, go off the grid, attend your favourite events or be an epitome of fitness. We have you covered round and about.
Health Memberships
Sports Subscriptions
Entertainment Subscriptions
Key Conferences and Event Passes
Learning Stipend
Team Lunches and Parties
Travel Reimbursements
ESOPs
That's what we think would bloom up your personal life, as a gesture for helping us with your talents.
Join us to be a part of our Exciting journey to Build one Digital Identity Platform!!!
Follow CutshortSubodh Popalwar
Software Engineer, Memorres