Hi, we're Oscar. We're hiring a BPO Operations Manager to join our Provider & Member Services team.

Oscar is the first health insurance company built around a full stack technology platform and a focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

About the role

You will oversee the engagement, partnership and the results of the offshore vendors used for the Member and Provider Services teams. You will play a critical role within the MPSO department to ensure that Oscar's members and providers have a positive experience when utilizing our services.

You will report to the Director, Provider & Member Services

Work Location:

Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission.

If you live within commutable distance to our New York City office (in Hudson Square), our Tempe office (off the 101 at University Dr), or our Los Angeles office (in Marina Del Rey), you will be expected to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.

You must reside in one of the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote

Pay Transparency:

The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $84,800 - $111,300 per year. The base pay for this role in all other locations is: $76,320 - $100,170 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Utilize frameworks to intentionally develop and strengthen partnerships with BPO organizations to build sustainable relationships and BPO best practices.
• Creating, tracking, and implementing best practices for Production Management to improve overall member and provider experience through daily queue management, production tracking, and scorecard adherence.
• Take a proactive, forward-thinking and data-driven approach to identify concerns, inefficiencies, and operational improvement initiatives that drive desired cultural and operational outcomes
• Process improvement and change management
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications

• 4+ years of Production Management experience
• Experience in BPO or Call Center environments
• Experience with either vendor management or offshore partnerships
• 4+ years leading, coaching and developing direct reports in a large team fast paced environment
• 3+ years experience with using data and metrics to problem solve and drive root cause analysis

Bonus Points

• Call center experience
• Experience in healthcare
• Bachelor's degree
• Proficiency in Microsoft Office Suite
• Process Improvement or Lean Six Sigma training, certification
• Experience as a leader in a remote environment

????London, Cardiff Or UK Remote | ????Framework £65,000 - £80,000 + Benefits | ???? Check out our Career Launchpad.

We’re looking for an experienced Financial Crime Senior Operations Manager to join the Monzo journey and lead part of our Financial Crime Operations. You will join an exciting brand, with an exciting mission and you will have the opportunity to build your function to help us achieve it.

In Financial Crime Customer Operations we protect Monzo, our customers, and wider society from financial crime, to help Monzo achieve its mission of making money work for everyone. We believe that our Financial Crime COps are best placed to deliver this when they have a holistic understanding of financial crime tasks and typologies. This means that we tackle all types of financial crime as one financial crime team, working together to address money laundering, sanctions breaches, terrorist financing, bribery, corruption, tax evasion, and more. To facilitate this, you’ll have the opportunity to lead teams working across these typologies.

Every person in our team cares deeply about their work and the impact that it can have on Monzo and our customers. We work in teams of around 12 people, with each team completing a specific type of work - for example, PEP screening, while others have a more diverse set of skills.

Each team manager supports and coordinates the work of their investigators, and is in turn led by an Operations Manager. You’ll directly manage at least one Operations Manager, and you’ll be helping them and their teams to achieve their professional development goals and deliver on our financial crime goals.

⭐ What you’ll be working on

You’ll organise the people around you, be a point of escalation, and take appropriate action whenever you see a problem coming - whether it’s a service challenge, a risk associated with a financial crime task, or an urgent personal issue. You’ll listen to your people, guide them through the challenges associated with scaling a company like Monzo, celebrate their every success, and drive the right outcomes for our customers and Monzo.

As you’d expect, you’ll also have responsibility for some disciplinary and grievance matters, and work closely with your colleagues in other Operations teams and the People team to make sure that we apply these policies fairly and consistently.

You’ll be a direct report of our Financial Crime Operations Director, and be part of their leadership team.

????You’ll play a key role by…

• Instilling a high performance culture focused on the completion of accurate, efficient work, and risk-awareness, in a team that needs to be laser-focused on both the customer experience and the safety of the bank
• Being fully accountable for the performance and outputs of your function, ensuring we meet what is expected of us by our customers and policies.
• Constantly thinking about the skills that our financial crime operations teams need, and making sure that our people have the knowledge required to do the job to the highest standard 
• Being an effective advocate and communicator of change
• Supporting the rest of the leadership team in critically assessing our current processes, aiming for continuous improvement
• Helping us become an exceptional place to work for the ambitious, highly-motivated investigators that we hire
  
  

????We’d love to hear from you if…

• You have significant experience leading teams working in financial crime or fraud, and are a recognised leader across the industry in one or more of these disciplines
• You’ve led successful, highly skilled teams to achieve their goals and have an empathetic leadership style
• You’re as comfortable working 1:1 as communicating with large groups
• You empower your people to find solutions themselves
• You can motivate teams working on ongoing operational work
• You are very hands-on and solve problems when you spot them
• What we are doing at Monzo excites you!
• You’ve been at Monzo for at least 6 months and have passed your probation period

⏳ This role will be advertised internally for 2 weeks. Applications closeon Tuesday 29th October at 4pm.

???? The application journey has 4 key steps:

Application
Recruiter Call
Role Specific/Technical Interview
Leadership/Stakeholder

????What’s in it for you ..

????Salary £65,000 - £80,000 

????This role can be based remotely from anywhere within the UK

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

????£1,000 learning budget each year to use on books, training courses and conferences.

????We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

#LI-REMOTE #LI-DR

About Acquia

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia is positioned as a market leader by the analyst community and is listed as one of the world’s  top software companies by The Software Report. We are Acquia. We are a global company with employees located in more than 30 countries, and we’re building for the future. We want you to be a part of it!

The Senior Manager, Partner Operations will support our partners broadly across the team on operational tasks related to contract onboarding, marketing approvals, deal registration and task management for deeper partner engagements.  In this role you will provide program oversight, support and leadership working closely with our sales leaders to drive our GTM initiatives. This role will drive business-critical initiatives to improve the performance and efficiency of the Acquia teams across all global regions and provide vital sales metrics insights, in-depth business analytics, and structured recommendations to the leadership team. The ideal candidate is a leader with strong analytical skills, excellent professional communication skills, and the ability to build trust with senior sales executives

Responsibilities

• Provide thought leadership, perform business analysis, and support execution of high-impact strategic projects and mission-critical initiatives
• Partner Engagement Support: Support sales and partners in providing cross-functional visibility into partner deal execution (e.g. communicating and tracking follow-ups) and coordinating demos and other logistics for larger engagements as needed.
• Conduct research and provide value-added, data-supported recommendations for strategic growth initiatives
• Partner Onboarding & Enablement: responsible for partner onboarding & enablement of Acquia's tools and solutions, help with Third-Party Assessments and non-disclosure agreements as needed.
• Deal Execution: Where needed, the POM will work with BD & Legal to ensure proper execution of agreements.
• Payments: Where needed, support end-to-end process of partner payments, including creating Purchase Orders and validating invoices.
• Program Management: Help track and communicate project status and progress.
• Manage partner operations rhythms across forecast & pipeline, demand generation, consumption metrics modeling, and leadership business reviews (QBRs)
• Provide effective analytics and data-driven insights on partner performance, benchmarks, and tracking of critical KPIs
• Analyze the team's performance data, proactively review and identify leading and lagging indicators, and create multi-level dashboards to improve efficiency and profitability
• Cultivate relationships with cross-functional teams and collaborate effectively with other organizations (Product, Sales, Finance, Marketing)
• Become a trusted advisor to the entire leadership team

Qualifications

• 5+ years of program or project management experience in Go-To-Market analytics, Sales and/or Partner Strategy & Operations.
• Strong understanding of partner ecosystem strategy, operations, management, planning, and analysis in the enterprise software and open source industry.
• Strong organizational skills with the ability to manage multiple projects simultaneously, set transparent expectations with stakeholders, and agilely respond to shifting priorities.
• Experience with Salesforce.com CRM functionalities/process and advanced modeling skills with Excel/Google sheets required
• Excellent communicator with proven ability to convey ideas and information in written and verbal form to a variety of audiences
• Endless curiosity and a desire to dive deeper into understanding the business
• Ability to demonstrate diplomatic and solution-oriented interpersonal skills with colleagues and other partners
• Strong attention to detail and organizational skills.
• Ability to distill complex problems, assess multiple viewpoints, and recommend a path forward.

Conclusion 

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Responsibilities:

• Act as a trusted advisor for Customer Success leadership by designing, implementing, and managing renewals forecasts and trends (GRR, NRR, churn, shrink, IQRR, OTRR, linearity, and other relevant KPI’s.)
• Perform weekly, monthly and quarterly renewal opportunity pipeline analysis, data validation and identify gaps and actions required
• Provide critical business insights to GTM Operations, Customer Success, and Renewals leadership based on business acumen and data analysis, be able to identify issues, recommend action plans and execute
• Provide data-driven insights to the broader GTM organization and business partners – the Chief Customer Officer, Customer Success Vice Presidents, and Head of Global Renewals to drive Anaplan renewal objectives
• Develop and execute operational plan and key business operational priorities in conjunction with Customer Success and Renewals Leadership
• Ensures renewal reports and other intelligence is provided to renewals leadership and develops new reporting tools and dashboards
• Develop and implement operational processes and key business priorities in conjunction with global renewal leadership to support the development and presentation of business outcomes to stakeholders for a view to assist with driving performance areas
• Drive communication of, implementation, and measurement of global renewal initiatives and programs
• Communicate regularly on business and team performance and make recommendations based on analysis of key performance areas; foster an environment of continuous improvement
• Create regular renewals performance executive presentations

Qualifications/Requirements:

• Bachelor's Degree or equivalent experience required (major in analytical or technical field preferred)
• Demonstrated reporting and mathematical skills. Proven experience “hunting” for root causes in data
• 5+ years of experience in sales/renewal operations with a high-growth global company, ideally in the SaaS space
• 3+ years of analytical experience (ideally in consulting, finance, or sales/business operations)
• Demonstrated understanding of the revenue lifecycle in the Enterprise SaaS business model
• Strong ability to deliver and facilitate knowledge transfer, virtually, across a globally diverse team
• Demonstrated proficiency with Microsoft Excel and robust analytical skills (formula design, pivot tables, charts) for designing and developing reports, metrics, and dashboards
• Comfort with large sets of data and ability to detect patterns (data collection, modeling scenarios, clear presentation of findings)
• Personal pride in the accuracy of your work and the way that you solve problems

About the Role:

As an Operations Manager at Truework, you will play a key role in delivering our product to our customers on a daily basis. Our operations team sits between our customers and our technology, playing a critical role in delivering a best-in-class experience to verifiers, employees, and HR departments. 

In this role, you will drive operational improvements to increase the efficiency and quality of our product by enhancing both people-and technology-powered processes. You will also identify automation opportunities, and work with our vendors, product, and engineering teams to improve our internal tools and processes even further. Specifically, this role will focus on managing vendor relationships, as well as their process and front line operators performance and quality. 

At Truework, this means you will:

• Own key operational and business metrics and improve them on a consistent basis
• Increase the efficiency of operational workflows by reducing complexity and/or working with vendors, product, and engineering teams to automate various steps 
• Oversee management of offshore operations teams and improve day-to-day operations, outcomes, and relationships
• Drive the execution and operationalisation of central projects and strategies
• Build alignment across Product, Customer experience, Sales, and the Leadership/Executive teams

What we’re looking for: 

• 2+ years of managerial experience in Operations and/or Vendor Management
• A passion for building, tinkering with, and improving  upon complex operational systems
• An ability to operate both strategically and tactically on a daily basis
• The agility to couple data-driven decision making with strong intuition
• Strong analytical, data, and troubleshooting skills.
• Excellent written and oral communication skills.
• Intellectual curiosity that fosters a willingness to fail in pursuit of success
• A passion for scaling and growing a business at a rapid pace
• Creative problem solver. Able to identify real obstacles and viable solution
• An ability to thrive in a fast paced, collaborative environment
• Strong experience with vetting, onboarding, and maintaining strong vendor relationships
• Potential experience managing offshored and/or outsourced teams

About your team at Truework and who you will work with: 

• Manager: 
• Melissa Maddux, Senior Director of Operations
• Team:
• Jordan Yeadon, Operations Manager
• Nikolai Christoffersen, BizOps Manager

What Projects/Initiatives you’ll be working on: 

• Decreasing cost per completion by simplifying workflows and increasing automations 
• Overseeing outsourced team of 50+ to a high degree of performance
• Working with Sales, CX, and other teams to ensure priority customers are given excellent service
• Analyzing vendor and team performance to understand where our operation could improve the most

Our cash compensation for this role is targeted at $125,000 - $160,000 for candidates based at our HQ in San Francisco. Final offer amounts are determined by multiple factors including candidate expertise and may vary from the amounts listed above.

Bring Your TRUE Self to Work.

One of our 4 values at Truework is Valuing Diverse Perspectives, and we are on a mission to create a company that is the right fit for every person inside of it. Diversity and Inclusion are the hard-and-fast principles guiding how we build our teams, cultivate leaders, and create a company where our employees are comfortable bringing their authentic, true selves to work.

If you have any questions before applying, please do not hesitate to reach out to the recruiter in charge of this role, Tamara S.  (tstanic@truework.com)or Emily Galanti (epurdon@truework.com) 

About the Role:

We are seeking a forward-thinking and results-driven Customer Operations Manager to build and lead the Customer Operations function. You will develop and execute a roadmap that defines operational strategies for Customer Success, own the Customer Success Platform, and build customer health scoring. Your mission will be to create a seamless customer journey, enhance product adoption, and drive customer satisfaction and retention. This role offers a unique opportunity to build foundational processes and develop critical metrics to ensure operational excellence in delivering world-class customer experiences.

Key Responsibilities:

• Build the Customer Operations Roadmap:
• Design and implement a comprehensive Customer Operations roadmap, outlining priorities, processes, and success metrics
• Collaborate with Customer Success and operational leadership to align the roadmap with business objectives and customer needs
• Set short-term and long-term goals for operational efficiency, customer engagement, and overall satisfaction
• Own the Customer Success Platform Roll-Out:
• Lead the configuration and rollout of the Customer Success Platform, ensuring it integrates seamlessly with existing tools and workflows
• Ensure the platform supports broader Customer Success and operational goals, such as retention, growth, scalability and improved reporting
• Work closely with cross-functional teams to ensure successful adoption and training on the platform across the organization
• Develop and Implement Customer Health Scoring:
• Create a customer health scoring system that captures key indicators of customer engagement, satisfaction, and risk
• Work closely with Customer Success and Product teams to continuously refine health scores and drive proactive strategies for retention and growth
• Use health scores to guide internal decision-making and prioritize customer outreach efforts via playbooks
• Continuous Improvement and Cross-functional Collaboration:
• Build strong relationships with Customer Success, Account Management and Product teams to align Customer Operations efforts with broader company goals
• Identify operational bottlenecks and continuously improve processes to enhance the customer journey and overall satisfaction

Qualifications:

• 7-10 years of experience in SaaS or a comparable environment
• Proven experience in building Customer Operations or Customer Success teams
• Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat)
• Experience developing customer health scoring system
• Familiarity with reporting and data visualization tools (e.g., Tableau, Looker)
• Excellent cross-functional collaboration skills
• Strong analytical skills, with a focus on data-driven decision-making
• Entrepreneurial mindset, with a high level of energy, dedication, and an unrelenting drive to succeed and win
• Excellent communication and interpersonal skills
• Bachelor’s degree in business, operations, or a related field. Master’s degree is a plus

Excited? Join us and transform the future of commerce experiences.

The base salary range for this position is $100,000-$150,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

Regional benefits:

• Health care including medical, dental, and vision insurance
• 401k plan with employer contribution

Job Purpose 

The PS Operations Manager is responsible for building, optimizing and managing the operational processes of the PS team. This individual will create and streamline workflows, improve efficiency, and ensure the successful sales and delivery of professional services to our customers. This role is crucial in driving operational excellence and supporting the strategic goals of the PS organization and will act as a partner to the PS organization, ensuring that the team has the necessary resources to deliver against key initiatives and programs using project management methodologies. 

Responsibilities & Accountabilities 

Operational Excellence 

• Support the day-to-day operations of the PS team, ensuring all processes are running smoothly and efficiently (includes Project Resourcing, Portfolio Health, Comp and supporting metrics/processes) 
• Develop and standardize PS processes to ensure consistency and scalability 
• Identify opportunities for process enhancements and implement best practices to increase efficiency and effectiveness within the team 
• Establish and enforce quality standards for all PS deliverables, ensuring customer satisfaction 
• Create and maintain documentation across PSOps and contribute to broader initiatives 

Project Coordination 

• Support strategic initiatives and programs using project management methodologies to improve customer onboarding and adoption 
• Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts 
• Report on performance metrics to leadership and provide recommendations for improvement 
• Support SVP, Professional Services and Senior Director, CSOps to partner across GTMOps to deliver world class end customer experiences 

Resource Management 

• Assist with management of resource allocation to ensure optimal utilization of the PS team and timely delivery of client projects 

Budget Management 

• Support with the monitoring and management of the PS budget, ensuring projects are delivered within scope and budget constraints 

Tool and System Management 

• Support the tools and systems used by the PS team, ensuring they are effectively supporting operational needs 
• Support the selection, implementation, and management of PSA tools (e.g. Kantata) and technologies 
• Ensure seamless integration of tools with other systems (e.g. Salesforce, support systems) 
• Support PS on delivery of Kantata roadmap and milestone management 
• Support successful delivery of PSOps workflow via project management software (e.g. Asana) 

Data ManagementandAnalysis 

• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making 
• Develop and maintain dashboards and reports to track key performance metrics, providing actionable insights to the PS leadership 

Case Management 

• Triage, manage and complete cases in GTM case workflow 
• Provide guidance and oversight to PSOps Analyst 

Performance Measurements 

• Successful delivery of declared strategic initiatives and programs 
• Effective collaboration with other departments, as evidenced by successful joint initiatives and feedback from stakeholders 
• Consistency in following standardized processes and adoption of best practices across the team 
• Accuracy and relevance of data and insights provided to the PS team and leadership 
• Effective guidance to PSOps Coordinator, as evidenced by feedback 
• SLA adherence on GTM cases and increased productivity of the PS team 

Educational & Experience Requirements 

• Bachelor's degree in Business, Operations Management, or a related field 
• 2+ years experience in PS Operations or a similar role in a B2B SaaS company 
• Proven track record of managing and optimizing PS processes and tools 
• Demonstrated ability to drive strategic initiatives and programs 
• Proficiency with PSA tools and technologies (e.g. Kantata, Certinia, FinancialForce).  Admin experience or desire to develop experience 
• Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau) 

Competencies&Behaviors 

• Possesses an understanding of 6sense operations and how PS plays a role 
• Understanding of professional services operations, including best practices for process optimization and resource management 
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights 
• Flexibility and willingness to adapt to changing priorities and new responsibilities 
• Proactive self-starter, identifying opportunities for improvement and driving initiatives forward 
• Ability to maintain and optimize efficient processes with high level of accuracy and attention to detail 
• Effective clear and concise communication style geared toward navigating fast-paced environment 
• Proven ability to work collaboratively with cross-functional teams and build strong relationships 

Base Salary Range: $74,777 to $109,672. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote

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Overview

About the Role

We are hiring a Senior Manager, Revenue Operations who will support team leadership in building, maintaining, and iterating on a comprehensive end-to-end sales management process inclusive of market sizing and segmentation, sales territory development, leading and lagging metric definition and reporting, measuring team progress against goals, building new revenue management capabilities, and sizing new product opportunities in partnership with leadership. The role is highly cross-functional with engagement between sales leadership, company management, finance, and strategy.

About the Team

The Revenue Operations team is a critical function of the Sales Capabilities & Strategy organization, whose overall mission is to empower Sales, cross functional teams, and advertisers by leveraging technology, data, and strategic insights to achieve operational efficiency and revenue growth. 

About the Job

• Partner with sales leadership to define & quantify quarterly team objectives & performance
• Manage end-to-end sales planning processes -- from market sizing, account segmentation, quota setting and allocation, forecasting, and prospect tracking through to revenue realization
• Design, coordinate, and deliver periodic reporting to Instacart’s Brand Partnership leadership team focusing on both leading and lagging metrics
• Direct and mentor a team of highly skilled and motivated business analysts and revenue operations team members
• Partner with sales and other cross functional leaders to conduct deep analysis to move the business forward
• Collaborate closely with partner teams to enhance the systems, tools, and processes that the sales team uses to manage their business
• Streamline workflows and processes to limit field sales exposure to operational overhead through weekly rhythm and other process enhancements
• Use your deep understanding of the business levers and metrics to give leaders the context needed to make key decisions
• Constantly iterate to improve reporting & associated processes

About You

Minimum Qualifications

• 8+ years of experience in a relevant field with demonstrated cross-functional and collaborative project or team management experience, and a track record of leveraging data for business impact. This is a great opportunity for those with experience in Consulting, Corporate Strategy, or similar roles. 
• Excellent quantitative and qualitative problem-solving skills. Financial modeling experience in MS Excel and Tableau required.
• Demonstrated ability to think strategically and analytically about business & product challenges
• Strong written & verbal communication with the ability to express complex topics clearly & easily
• Excellent attention to detail, follow-through, and resourcefulness
• Ability to independently manage multiple projects simultaneously and prioritize responsibilities
• Ability to work cross-functionally with many teams and multi-task with a sense of urgency
• An interest in working in a fast-growing, fast-paced environment with changing responsibilities, and a willingness to lend a helping hand wherever it’s needed

Preferred Qualifications

• Exposure to and understanding of digital advertising including Search
• Experience working closely with a distributed sales team
• Experience with SQL

The Role

Kasa is looking to add a highly motivated individual to join our Property Operations team to oversee a one-of-a-kind property in Detroit, MI. As a Hospitality Operations Manager, you will have responsibility for the on-the-ground operations of this property, including management of physical and technical challenges. You will also serve as the face of Kasa on the ground for Kasa guests and building residents.

In this role, you will work closely with Kasa's centralized Property Operations support team and Guest Experience team to make the property successful and safe for all of our guests and residents. It takes a special person to oversee this property, and we hope you're excited by the challenge!

About the Team

This role is in our Property Operations department. Our mission is to ensure our guests have a seamless experience from the time they arrive until the moment they depart. Our team members are located all over the country, have diverse backgrounds, and come from many different industries. Everyone joined Kasa because they are passionate about delivering high-quality standards to ensure that our guests love their experience while staying with Kasa.

Day in the life of a Kasa Hospitality Operations Manager

Like many operations roles, there is no ‘typical day'. Your role will involve a wide range of activities tending to the Kasa property in your care. These activities will be a mixture of recurring property management tasks and activities requiring more urgent attention. Managing, prioritizing, and carrying out on-site tasks is crucial for this role.

You will routinely assess units and the overall building for condition and upkeep, as well as assist guests and residents with their needs as they arise. This includes replacing broken items, coordinating with our housekeeping partners to maintain a high level of building cleanliness, and searching for potential areas for improvement. You'll need to take the initiative to identify and execute building improvements while being financially prudent. An important component of the role will be to maintain proper logs and certifications to keep the building in compliance.

During emergencies, you will be the primary party responsible for providing support for lockouts, last-minute requests, and assisting with other guest issues. As our eyes and ears on the ground, you will also work with our Trust and Safety team to implement on-site security protocols and be present at the property to personally oversee the departure of problematic guests.

Working closely with other teams at Kasa and utilizing Kasa's communications and scheduling tools will be crucial to coordinating on-the-ground operations. You will have the opportunity to collaborate with operations managers in different markets to share best practices and support each other!

Back of house aspects:

• Define and build out the Kasa management playbook for the property - you will determine processes, best practices, systems & tools to ensure the property is operating smoothly
• Ensure the property remain in compliance with various City and State reporting requirements
• Oversee contracted Housekeeping partners and external vendors and delegate daily tasks as needed
• Oversee preventative maintenance efforts property-wide
• Partner with the Kasa Procurement team to establish PAR levels for operating supplies and ensure orders are placed on a regular basis, with an eye towards fiscal prudence
• Inspect and provide feedback to housekeeping partners to ensure cleanliness standards are upheld throughout the building

Guest Experience

• Serve as the face of Kasa to guests in the building, as well as the neighborhood at-large
• Ensure guest access points are always in good working order, allowing for a seamless, pleasant arrival, and departure experience
• Provide ad-hoc emergency support for lockouts, time-sensitive requests, and other guest issues

In one year, you will succeed at Kasa by having:

• Effectively and efficiently achieved a superior guest experience by leveraging on-site resources combined with Kasa's tech-enabled centralized systems
• Become a respected leader and thought partner by the Kasa leadership team
• Achieved market-leading guest reviews and RevPAR penetration ahead of forecast
• Cultivated at least one working relationship with a community partner that provides unique benefits for guests of the properties
• Established at least one new source of top-line ancillary revenue
• Developed a plan for each property to capture a larger market share and stronger brand presence in its second year of operations

Experience

• 5+ years of work experience, ideally in the hospitality or service industry
  • You have an innate ability to serve a diverse base of guests and deliver experiences with a service mindset
  • You are comfortable "rolling up your sleeves" as a boutique hotel manager and can "run the show" autonomously
  • You thrive in an environment with constantly shifting priorities and are able to be flexible and adaptable at a moment's notice, potentially on nights and weekends
  • You have a mix of both front-of-house and back-of-house work experience, giving you unique insight into the total operations of a property
  • You have excellent time management skills and enjoy juggling multiple time-sensitive projects at the same time
• You understand how to deliver an excellent guest experience while remaining financially prudent
  • You have a passion for and track record of creating magical experiences for guests and clients
  • You have a proven history of meeting or exceeding budgeted revenue and expense targets
• You are outgoing and able to "read the room" extremely well, being able to proactively address issues before they impact a guest's stay
• You are comfortable navigating spreadsheets and are technically savvy, willing to use new technology systems including virtual communication tools as a way to collaborate with a fully remote team while juggling guest issues
• You are open-minded towards new forms of hospitality and personnel management
• You are plugged into the Detroit City community or have a passion for forming strong community bonds within new neighborhoods
  • You have a keen sense for what the new local hot spots are and can be a source of knowledge to guests, helping to curate unique local experiences
• Travel is part of your DNA and you have a passion for the hospitality, tech, and real estate industry
• This role requires regular access to a reliable vehicle to use for work, a valid driver's license, and a clean driving record with proof of insurance

Plus if...

• You've worked for an alternative hospitality brand in the past
• You've had experience with sales (corporate, groups, and leisure)
• You've implemented or executed a robust preventative maintenance program

Want to learn more about the Kasa experience? Save 15% on kasa.com

Benefits

• ✈ Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.

• ???? Generous Stock Option Plan: At Kasa, our compensation philosophy is to offer a total compensation package that over-indexes on equity to encourage our team to think like owners (by being owners) and benefit from the growth in value that our collective hard work creates. 

• ???? Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it's not disruptive to their work.

• ???? Cell phone reimbursement: We reimburse a portion of your monthly cell phone bill to say thanks for using your personal phone during the work day.

• ???? 401(k) plan: As you invest in yourself and your future, Kasa invests in you too

• ???? The Pay:The starting base pay range for this role is between $62,000 and $65,000 and is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.

• ???? Health Coverage: We’ve invested in comprehensive health insurance options to help when you need it most, including a company-sponsored plan with fertility coverage.

• ⭐ Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!