Operations Manager-Business Center

About the Role

The Operations Manager plays a key role in the success of our business, overseeing all aspects of an efficient and profitable workspace while ensuring an exceptional customer experience.

Key Responsibilities

Team Management

• Lead and organize daily kick-off meetings, sharing business updates.
• Conduct bi-weekly one-on-one sessions with direct reports for tailored coaching, constructive feedback, and professional development.
• Manage performance reviews, probation assessments, objective setting, and staff absences.
• Evaluate team goals versus performance, recognizing achievements and addressing challenges.
• Motivate and hold team members accountable across all business areas, including sales, operations, finance, member experience, and hospitality.

Sales & Business Development

• Qualify and convert co-working and office leads into successful deals.
• Research and engage with prospective members in the sales pipeline and report back in weekly sales meeting.
• Lead and execute a seamless member onboarding process.
• Actively manage member relationships to reduce churn and improve retention.
• Collaborate with the marketing team to develop new leasing and marketing strategies to attract leads.

Member Experience & Community Engagement

• Deliver an outstanding daily member experience, ensuring positive interactions with customers and guests.
• Maintain a professional and welcoming arrival experience while upholding security protocols.
• Foster networking opportunities by organizing events and meetups, strengthening the sense of community.
• Take ownership of client relationships by arranging quarterly meetings to review service levels, address feedback, and drive improvements.
• Address member concerns, process terminations, and handle complex issues as needed.
• Recommend best practices to enhance member experience, sales, hospitality, operations, events, and training.

Operations & Facility Management

• Maintain high operational standards, ensuring cleanliness and efficiency.
• Conduct quality control walkthroughs to proactively identify and resolve issues.
• Report maintenance and facility concerns promptly, coordinating with vendors and contractors.
• Engage with the building landlord (Bay Gate team) to address escalations.
• Oversee vendor orders, ensuring timely delivery and quality compliance.
• Prepare expense reports and budgets for review.
• Manage member move-in and move-out schedules to minimize disruption.
• Review and update base building documents to ensure compliance and operational efficiency.

Financial Management

• Manage monthly building payments, including invoicing and collections.
• Approve recharges, manage petty cash, and process overtime requests.

Assist the Finance Manager in overseeing rent collection, rent increases, and late payments

About You

We’re looking for candidates who meet the following qualifications:

• 2+ years of experience in hospitality, customer service, or a similar role.
• 2+ years of experience leading a team.
• Strong financial literacy and business operations acumen preferred.
• Excellent interpersonal and networking skills with a customer-centric mindset.
• Strong verbal and written communication abilities.
• Ability to thrive in a fast-paced, dynamic environment and adapt to change.
• A proactive and solution-oriented mindset with a focus on building strong communities.
• High integrity, dependability, responsibility, and accountability.