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Director of Operations, NYC

| Greater NYC Area

Managed by Q is the platform for office management. We help the world’s leading companies build, design, staff, and manage their workplaces. By connecting office operations teams to dedicated workplace experts and top commercial service providers, Managed by Q enables companies to create inspiring offices and a deliver a great workplace experience for their teams.

Managed by Q was founded in 2014 with a vision of changing how we interact with our workspaces. Today, our team helps thousands of companies nationwide operate their offices and create an environment that inspires their teams’ best work. Empowering others and building diverse and inclusive teams are core to Managed by Q’s mission. We are committed to creating good jobs, helping small businesses grow, and enabling companies to focus on what they do best. Managed by Q is headquartered in New York, with offices in San Francisco, Los Angeles, Chicago, and Boston. Managed by Q is backed by the world’s leading investors, including Google Ventures, RRE, Homebrew, Greycroft, and Staples. If you have a love of learning, are drawn to hard problems, and want to spread opportunity within your community, we’d love to meet you.

Responsibilities:

  • Build and lead a team of talent in NYC, creating clear ownership over customer segments and managing/coaching the team to become effective operations leaders that deliver best-in-market service levels to our clients
  • Set an example as a leader with a management style that encourages participation and ownership by all, along with a continuous focus on execution, customer satisfaction, employee satisfaction and financial management
  • Directly responsible for leading Operations Managers of the Services organization and indirectly responsible for all employees in the NYC market (~15 Supervisors and ~400 Operators)
  • Continually reinforce and encourage exemplary service delivery to all clients, and ensure that all direct and indirect reports do the same, to assure client satisfaction and retention
  • Coordinate closely with other leaders to develop and implement process improvements and hold your full team accountable for adhering to all processes
  • Manage the full P&L for our NYC operation to ensure we achieve our growth and profitability goals, including full ownership of direct costs and associated overhead
  • Work collaboratively and build strong relationships with other leaders in a matrix environment (People Operations, Training, Marketing, Finance, etc.) to get things done
  • Provide ongoing guidance and feedback to the Recruiting team regarding Operator sourcing needs and effectiveness
  • Advocate for Q’s Operators and develop initiatives to build strong employee relations and an engaged base of Operators
  • Be a thought leader on how we should operate in line with industry best practices
  • Work alongside our Managed by Q Sales and Account Management teams to prioritize new customer growth areas for Q Services Cleaning
  • Employ data-driven decision making to solve service-related issues, understand customer/Operator behavior, and eliminate operational inefficiencies

Qualifications:

  • BS/BA in Business Administration or relevant field; MBA a plus
  • 5+ years of leadership experience managing a high performing team
  • Experience in a Services industry role directly or indirectly managing an hourly workforce
  • Outstanding communication and people skills
  • Dedication to high quality customer service delivery and integrity through proven client and customer relationships
  • Superior problem solving skills; is thoughtful and strategic in making day to day decisions that affect the business
  • Strong project management skills paired with the ability to synthesize information from a variety of sources
  • Demonstrated ability to effectively manage stakeholder relationships across an organization
  • Working knowledge of data analysis and performance/operation metrics
  • In depth knowledge of diverse business functions and principles (e.g. supply chain, finance, customer service etc.)

Benefits/Perks:

  • Ground floor opportunity at one of the fastest growing companies in the world
  • Competitive salary
  • Generous Stock Options
  • 401(k) with company matching
  • No cost premium option for medical and dental insurance
  • Casual dress and pet-friendly office
  • Cold brew and Kombucha on tap
  • Team lunches, happy hours and company outings
  • 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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