Operations Manager

Summary

Join Cove as their Operations Manager in Korea and play a pivotal role in optimizing their operations procedures across all properties. You will be responsible for maintaining high tenant satisfaction scores, ensuring properties meet Cove's standards, and overseeing the performance of the operations team. Daily tasks include managing open tickets, responding to tenant inquiries, and maintaining operational budgets. This role requires developing and implementing new standard operating procedures (SOPs), enhancing efficiency, and producing materials to improve team workflows. You will also analyze performance data, report key performance indicators (KPIs), and collaborate with other teams within Cove. The ideal candidate will have a Bachelor's degree, at least four years of experience in operations or business, and excellent project management skills.

Requirements

• Holds a Bachelor's degree in any field (business-related is a bonus)
• Minimum of 4 years’ experience in an operations/business role
• Excellent project management, organization, and writing skills
• Experience in a customer-facing/service environment
• People management experience
• Excellent spoken and written English
• Customer service
• Self-motivated and takes responsibility
• Analytically minded
• Ability to be flexible deal with ambiguity
• Attention to detail

Responsibilities

• Managing the operations and community team
• Ensuring all Cove tenants have a great experience of checking in and out of our properties
• Overseeing the maintenance ticketing process to ensure that issues are resolved on time and within budget
• Dealing with tenant issues and complaints to find resolutions that work for everyone
• Ensuring Cove properties are maintained up to Cove’s high standards and shaping and revising these standards as needed
• Developing and deploying new SOPs to ensure consistency of quality and performance standards
• Increasing efficiency and ROI for all operations processes
• Producing materials that improve workflows and knowledge sharing amongst the team
• Becoming the key ‘super-user’ of critical operations software to ensure that it is aligned to processes, used correctly and that Cove is maximizing its potential
• Deployment of any new software to improve operations performance
• Conducting reviews of suppliers and external vendors and upgrading where necessary
• Analyzing and reporting on operations performance data and sharing insights with the team and stakeholders to improve performance
• Tracking and reporting KPIs for the operations team in relation to both the teams’ internal performance and the performance of external vendors
• Recruitment and performance monitoring of the operations and community team
• Liaising effectively with other teams within Cove to improve cross-functional working (ie. real estate, marketing, etc.)
• Creating a culture of continuous improvement within the operations team and company at large

Preferred Qualifications

• Experience working in an early-stage start-up
• Experience in hospitality
• Experience in facilities management

Benefits

Our Korea/Japan team enjoys the flexibility to work from home, a cozy cafe or basically anywhere!