Assistant Manager/ Operations Manager

  • Full-time
  • Department: 200 Park - New York City, NY

Company Description

Carr Workplaces provides the space, tools, connectivity and community to help your business thrive. From start-ups to fast growing companies, we’re in your corner. We've got supportive staff, flexible options on ways to work, nationwide locations, and a vibrant community that loves to collaborate. We’re here to do whatever it takes to get to the next level.

Interested in working for Carr Workplaces? We provide a vibrant, progressive and entrepreneurial community to our clients. This type of atmosphere starts with our people. We have the perfect blend of professionalism and character to build the most collaborative and energetic community possible. If you’re an energetic, social-minded team player, we want to hear from you. 

Job Description

Job Purpose:
The Operations Manager is charged with overall responsibility for team management, center operations, and day-to-day management of the Business Center in order to provide a memorable experience for our clients each day.

Duties and Requirements:
Team
• Responsible for the management and development of center team members including support and ongoing training specific to job roles.
• Conduct team meetings no less than bi-weekly to ensure constant communication flow.
• Conduct weekly 1:1 meetings with each team member in order to coach/develop them based on their specific skill sets (strengths/weaknesses).
• Conduct quarterly reviews to recap performance of each role. Touch on areas where they are excelling and areas where they need improvement. Work with GM and RM on any performance improvement plans as necessary.
• Communicate and support new rollouts to team. Review monthly financials so they understand how to make an impact. Engage them in the “big picture.”
• Review and approve PTO requests and ensure sufficient coverage over vacation periods.
• Liaise with GM/RM regarding annual employee reviews/salary adjustments/bonus.

Center Operations
• Oversee and ensure that all areas of the center are well presented at all times (day offices, conference rooms, café, front desk, team offices, restrooms, common areas).
• Oversee and ensure that all operational systems are in working order and escalate outages/problems to the appropriate corporate contact and/or vendor.
• Extensive knowledge and understanding of billing software with the ability to generate reports related to occupancy, renewals, retention, billing, and accounts.
• Oversee monthly processing of invoices to clients to ensure we capture all charges.
• Oversee the collections process to avoid bad debt situations. Operations Manager must have an understanding of outstanding payments each month in order to pursue steps needed to rectify client debts.
• Approve vendor invoices to ensure prompt payment and correct coding. Re-bill to clients as appropriate.
• Follow Company policies related to paper documentation of client moves, adds, and/or changes in order to pass annual center audits.
• Overall understanding of company policies and adaptation of new rollouts.

Client Experience/Community
• Responsible for the overall positive client experience from client’s first day until departure.
• Overall management of Client setup/termination checklist process to ensure completion.
• Expected to be visible within the center and operate with an open-door policy.
• Responsible for resolving client issues and escalating them when needed.
• Instrumental in managing the overall client experience by ensuring the team members provide superior client service and develop relationships.
• Responsible for creating “community” within your center and managing this with your team. Make the workplace more than just four walls and a desk.


Key Competencies:

• High standard of customer service excellence.
• Ability to manage people and build teams.
• Strong written and oral skills and excellent organizational skills.
• Ability to work under pressure and demonstrate flexibility. Willing to work before and/or after core hours to ensure the center runs smoothly/successfully.
• Strong management and mentoring skills.
• General knowledge of IT, and proficiency with Microsoft Office.
• Knowledge of telephone systems and other business equipment.

Qualifications

Education/Experience:
• Bachelor of Arts or Science; Masters of Business Administration or equivalent preferred.
• Minimum 3 years of experience of managing a business, branch or profit center within the customer service industry.
• Business Center/Executive Suite, hotel or property management experience is highly desirable.

Additional Information

About Us:

At Carr Workplaces, we value our employees and believe in everyone’s own personal success. We offer a top of the line benefits package including a 401(k) with company match, a steady schedule — Core business hours are 8:00am-5:30pm M-F, and a chance to grow within an organization that truly values its employees.