Operations Manager

Hello Alfred

Norwalk, CT, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 03/28/2021
  • Website: helloalfred.com
  • Company Address: , New York, NY

About Hello Alfred

Hello Alfred is the leading national residential experience company. Founded in 2014 by Marcela Sapone and Jessica Beck, Hello Alfred has developed a human-driven, home-operating system focused on changing the way people live in cities.

Job Description

The Operations Manager  is responsible for leading a select team of Alfreds to deliver exceptional service and hospitality to our members, through efficient operations. Further, the OM is responsible for building and maintaining relationships based on trust with members and marketplace vendors, supporting the team in high-quality service delivery. The ideal OM is an inspirational leader who can motivate and engage front-line employees to deliver exceptional service in an efficient and cost-effective manner. 

Specifically, the OM excels at: 

  • Leading and empowering the Alfred team with a collaborative, all hands on deck approach
  • Connecting with people of all types and backgrounds, forming meaningful relationships
  • Building meaningful partnerships with vendors, articulating the unique values of the company in a positive and compelling manner
  • Problem solving quickly and effectively to give real-time solutions to Alfred Home Managers on their runs, effectively leveraging them to service our members efficiently
  • Balancing the strategic growth needs for the market, working with the Operations Manager, Regional Building Growth Manager and the Regional Member Growth Manager to build revenue while carefully managing operational expenses, leading to increased regional profitability

Specific Responsibilities 

Inspire World-Class Hospitality & Customer Experience 

  • Problem solve for Alfred Home Managers in real-time to ensure operational efficiency and member satisfaction by responding to Alfred requests for assistance with a < 5-minute turnaround
  • Assist the Regional Operations Manager with clustering members to Alfred Home Managers, prioritizing efficiency as well as personality matches
  • Proactively nurture a healthy service-oriented culture, embracing omotenashi and implementing world-class standards of service delivery 
  • Inspire the highest level of service commitment from each team member providing thorough and regular strengths-oriented feedback, based on member feedback and manager observation
  • Work with Regional Operations Manager to lead through example in service to our members, responding quickly and positively to all inquiries and escalations 
  • Continually promote our membership platform and Alfred services to our members, prospective members and other residents, encouraging service engagement and increases in membership and overall service utilization 

Inspire, Manage & Develop Regional Alfred Team 

  • Work with Regional Operations Manager to effectively hire, develop, give feedback to and inspire Alfred Home Managers and Membership Lead as required, meeting EDI objectives (in conjunction with Talent, L&D) 
  • Motivate and inspire Alfred Home Managers to bring out their highest level of performance, generating individual commitment over compliance
  • Function as a coach to develop individual members of the team, tailoring their development to their strengths and areas of improvement, providing ongoing feedback, and ensuring they are up to date with world-class customer experience & hospitality standards
  • Drive efficiency and efficacy of Alfred Home Managers ensuring successful outcomes, meeting KPIs, and building relationships with partners, residents and members 
  • Keep teams safe by enforcing safety protocols and standards, including daily COVID screenings, incident reporting, and anti-harassment training, in conjunction with the Learning Team.
  • Work with Regional Operations Manager to anticipate future market growth and workforce changes, protecting the region from an understaffed or under-equipped team.
  • Monitor Ops Updates and take resolution-oriented action against all necessary items
  • Resolve all service errors and exceptions

Build & Maintain Vendor Partnerships 

  • Manage vendor partnerships, ensuring vendor commitment to Alfred levels of service quality
  • Identify new vendor partnerships in the community, meeting EDI objectives
  • Maintain ongoing personal relationships with vendors to build trust between Alfred and the vendor
  • Work with Regional Operations Manager to ensure proper margins with vendor partners
  • Encourage ongoing Alfred Home Manager personal relationships with vendor partners

Maintain Operational Efficiencies & Manage Expenses (Enhance Profitability)

  • Oversee and manage all cost efficiency metrics for the region by reviewing market controllable metric reviews and responding proactively to anticipated inefficiencies 
  • Ensure Alfred runs and service deliveries are efficient and that associated expenses are minimized 
  • Partner with national Billing Specialist to ensure members are billed promptly and appropriately for all services delivered
  • Ensure timesheets and payroll are accurate and submitted on time, and that each employee is taking required breaks
  • Work directly in partnership with the Regional Manager to manage the P&L, generate profit and create strategic action plans for monthly improvement. 

Coordinate with Greater Team 

  • Collaborate with the Regional Operations Manager to improve regional profitability through increased service efficiency
  • Partner with the Regional Operations Manager to identify vendor partnerships that support EDI initiatives and promote local market services and vendors
  • Collaborate with Growth Managers to create strategies that drive growth in both building and member spend while maintaining operational efficiency. 
  • Collaborate with the regional team to ideate and implement efficiency strategies and tests, partnership strategies with vendors, and the development of regional business plans
  • Partner with Learning team to ensure training for Alfred Home Manager teams are tailored for your region, but meet our national standards of service delivery excellence
  • Represent the field perspective through proactive communications and participation with HQ teams
  • Regularly connect with peers across the company to discuss best practices, innovative changes to operations and ways to build more efficient operations

Specific Requirements 

  • Trustworthiness, empathy, integrity, and an aspiration for excellence
  • Self-motivation and strong innovation management skills
  • Interpersonal savvy and an ability to interact with people
  • Ability to drive business strategies across the region
  • Strong written & verbal communication skills

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.