Operations Manager (Night)

| Greater NYC Area

About Managed by Q:

Managed by Q is the platform for office management. Q makes it easy to run an office by connecting offices to services, including cleaning, maintenance, office administration, IT, and security. Companies use Q’s marketplace to discover vetted service providers, request project quotes, schedule work, and pay for office services, all in one place. A solution for recurring and ad-hoc office needs, Q saves companies valuable time and supports office operations for thousands of businesses nationwide.

Summary:

The Cleaning Operations Manager (COM) position is a core part of Q’s Services team and directly manages a large portion of Q’s Cleaning Business. COM’s manage a large book of business - overseeing the full lifecycle of Account Management - from prospective sales, to client onboarding and ongoing customer service. To ensure a world class service, COMs manage and develop a team of Cleaning Supervisors, who manage day-to-day interactions with clients and oversee a large hourly workforce of Cleaning Operators. Finally, COMs work with their local and national counterparts to identify pain points and continuously improve internal operations.

Responsibilities (including but not limited to):

  • Client Management:
    • Conduct in-person walkthroughs to highlight Q’s value proposition and to generate competitive price quotes
    • Document account specifications, set service expectations and to communicate operational needs to internal team
    • Continuously correspond with clients to align on service requirements, prevent account churn and to equip our teams to perform their work at the highest level
  • Team Management:
    • Manage team of 6-8 Cleaning Supervisors who oversee 150-200 client accounts and manage large hourly workforce of Cleaning Operators
    • Conduct weekly 1:1 checkins with Supervisors to ensure processes are followed and enforce individual accountability for meeting key business objectives
    • Audit customer communication to ensure work is completed to Q standards and that all issues are effectively resolved
    • Make sure every Cleaning Operator is held to high standards, and ensure that Operators are equipped with the tools and training needed to succeed
    • Engage and motivate employees employees at all levels
  • Operational Excellence:
    • Closely monitor primary cost drivers, including non-billable hours, Operator overtime and supplies management
    • Work with local team and nationwide colleagues to suggest, prioritize, and implement new initiatives to improve our processes, software tools, and people management infrastructure
  • Communication/Collaboration:
    • Effectively and professionally instruct operators via written, face-to-face, or over-the-phone communication
    • Subject Matter Expert of policies and procedures and effectively communicate to Operator base
    • Interact positively with and communicate openly with fellow Q team members
  • Proper Use of Managed by Q Tools/Technology
    • Use Salesforce, Google Docs, Slack, iPad applications, smartphone, and proprietary internal technology to collaborate with the entire national Managed by Q team.

Requirements:

  • 4+ years of management experience (preferably in a commercial cleaning setting)
  • 3+ years professional experience in customer service or customer facing role
  • 2+ years in supervising hourly workforce
  • Ability to work Monday - Friday, 3pm-12am
  • Excellent time management skills and the ability to work on multiple projects simultaneously
  • High level of people skills, must possess the ability to effectively motivate a team and drive positive behaviors
  • A true role model with experience in training & developing people managers
  • Strong customer facing skills, and a passion for making clients happy
  • Ability to consistently maintain professionalism and a high level of customer service
  • Ability to speak and write English fluently
  • Strong written and verbal communication skills
  • Salesforce proficiency a big plus
  • Fluent and comfortable with technology including Google applications and mobile devices

Benefits:

  • Ground floor opportunity at one of the fastest growing companies in the world
  • Competitive salary
  • Generous stock options
  • 401(k) with matching
  • 100% coverage for medical, dental, and vision insurance
  • An insanely supportive, hardworking team, building something BIG
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Location

233 Spring St., New York, NY 10012

What are Managed by Q Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
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