Senior Manager, Business Operations

| Greater NYC Area

About Managed by Q:

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.

About the role:

The Senior Manager of Maintenance Operations is responsible for the success and growth of the Managed by Q Maintenance vertical across all of our markets. This person will lead both Q’s in-house Maintenance team and manage our network of third party service providers. They will own the definition and evolution of Q’s Maintenance value proposition. The Senior Manager is the primary owner of our Maintenance P&L and responsible for delivering high quality services, growing our Maintenance business, and building and sustaining profitability. Additionally, the Senior Manager is responsible for the performance and engagement of the 50+ Operations Associates, Supervisors, Helpers, and Handypeople, as well as our trusted Partners.

Responsibilities (including but not limited to):

  • Operational Excellence:
    • Own the Maintenance P&L and quarterly quality, growth, and profitability goals, as well as associated projects to meet those goals, ranging from process improvements to policy implementation to rolling out new products and services
    • Analyze business metrics on a regular basis to understand and report on performance to Q’s leadership team
    • Own labor forecasting and assist our Operator Success team in onboarding new Maintenance Operators
    • Coordinate with our software teams to roll out new technology for our Maintenance team and partners—from quoting, to dispatching, to invoicing, to client and partner communications, you’ll help shape the future of product at Q
  • Growth
    • Oversee execution of partner acquisition efforts to ensure we have coverage for all key services
    • Use insights from our partner base and develop strategic partnerships to identify and launch new offerings
    • Partner with Account Executives, Account Management, and other growth representatives to improve our clients’ understanding of our offerings
  • Team Management: 
    • Directly manage a team of operations associates and supervisors, removing obstacles to improve workflows, offering guidance and solutions to keep operations running smoothly, and delegating project ownership as necessary
    • Manage partner relationships from onboarding through to service completion and, when required, offboarding. This includes analyzing performance, holding business review meetings, and providing partners with insights to help them grow and succeed with Q
    • Lead the performance management of all Maintenance Operators and direct reports to ensure a service that maintains our exceptional customer experience standards through a service that is consistently fast, efficient, and high quality
  • Communication/Collaboration:
    • Effectively and professionally instruct Maintenance Operators via written, face-to-face, or over-the-phone communication
    • Subject Matter Expert of policies and procedures and effectively communicate to Maintenance Operator base
    • Interact positively with and communicate openly with fellow Q team members

Qualifications:

  • 4+ years people management experience preferred
  • Experience with process improvement and/or systems design
  • Evidence of analytical inclination (through educational background or previous experience in operations)
  • Experience working in facilities, property management, or commercial services strongly preferred
  • Demonstrated success in strategically growing a business
  • Strong verbal and written communication skills
  • Strong project management skills and/or experience
  • Ability to effectively deal with ever-changing priorities and an evolving business model
Read Full Job Description

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
More Jobs at Managed by Q12 open jobs
All Jobs
Dev + Engineer
HR
Internships
Operations
Product
Sales
Content
HR
new
New York
Product
new
New York
Content
new
New York
Developer
new
New York
Developer
new
New York
Operations
new
New York
Sales
new
New York
Developer
new
New York