Area Operations Manager

Relocity is a relocation concierge service that is re-thinking the way people relocate. Our clients are some of today’s most innovative companies, relocating their top talent in a way that reduces stress, improves performance, and saves time and money for the company.

Our mission is to rethink the traditional relocation business model and provide white glove service to our clients. We are committed to progressive ideas and building a talented, diverse workforce. You will have the opportunity to earn top compensation and receive training and career development while working with a leadership team that enjoys giving people both freedom and responsibility.

A central aspect of the role is tasked with helping to remotely manage Personal Hosts who operate outside the company’s LA Hq Hub (and where there is not already a dedicated Operations Manager in the local market).

Responsibilities

S/he will oversee remote Personal Host (Hosts are local area knowledge experts who operate as the high touch concierge for client transferees who are moving to a new city). The ultimate goal is to deliver pre-emptive service that aligns with the companies 4 key pillars: stress-free, more personal, better value, and more convenient.

Our team is looking for an AOM to help our operations team scale to meet client demand across the USA. Over a relatively short period of time, s/he will transition to managing Hosts that operate in the field.

S/he will be analytical, have a demonstrated track record of relentless execution and a bias to action, and be excited to tackle one of our company’s most challenging business problems (managing in a matrix with remote employees while delivering ‘service excellence’).

In this role, you’ll be a strategic problem solver, responsible for ensuring that the Hosts are working seamlessly to provide an exceptional customer experience for transferees (those relocating from point A to point B).

Scope of Role

• Report to the Director of Operations and help drive high levels of customer experience for each client
• Leverage data and insights to identify opportunities to improve speed, quality, efficiency, and effectiveness of our DSP (destination service provider) delivery platform, as well as develop business case for process changes as needed
• Assign relationships in scheduling system and manage client handoff to host
• Maintain a team of up to 10+ active Hosts (and additional back-up Hosts as needed)
• Ensure quality assurance by monitoring host client ratings, record keeping, and daily reporting outputs
• Helping out as needed with training and development opportunities
• Monitor service level agreements with partners and ensure targets are being exceeded
• Own the operational work streams that will have a key organizational impact on the future of the business

Ideal Profile

• Bachelor’s Degree
• Ideal candidates have 4 to 10+ years of experience in operations, project management, client management, and with a minimum of 2 years of leadership experience (ideally managing remote employees)
• Aptitude to manage in a matrix with remote employees
• High attention to detail and strong execution skills
• Top-notch organizational skills
• Impeccable communication skills
• High level of resourcefulness
• Ability to work in a fast-paced, constantly evolving environment
• Vision to understand the business and constantly seek to continuously improve operations

Company Benefits

• Competitive salary
• Paid Time Off
• Yearly bonus
• Health Insurance
• A MacBook
• The chance to get in very early at a startup looking to take off in the relocation space

Relocity proudly contributes a portion of all revenue to Not for Sale, an international non-profit organization based out of San Francisco, California that works to protect people and communities around the world from human trafficking and modern-day slavery.

https://www.notforsalecampaign.org/about-us/

Relocity is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Relocity will only employ those who are legally authorized to work.