Area Operations Manager

What Relocity is Doing 

Relocity is reimagining the global mobility experience. We enable enterprises to attract, retain, and engage talent globally. Powered by our AI-driven workforce mobility platform, we bring together local experts and insightful content in our native mobile app to deliver an excellent user experience for people on the move. Our core values drive us to focus on our customers, innovation, integrity, and excellence. Relocity serves hundreds of cities in more than 40 markets across the United States, Europe, Asia, and Australia. Learn more at www.relocity.com. 

What You’ll Do…

As an Area Operations Manager, you will report to the Director of Operations and ensure optimal day to day operations while managing a team of 12+ Personal Hosts within Relocity's US markets. The ideal candidate should have excellent communication, collaboration, and relationship building skills. You should have strong working knowledge of data analysis and performance metrics. 

How You’ll Do It…

Operations Management (30%)

• Develop and maintain external stakeholder relations and knowledge based resources for Hosts, vet vendors for quality assurance;
• Lead ongoing operations projects for continuous improvement - ensuring your team’s performance, customer satisfaction and efficiencies are executed in line with company goals
• Prepare presentations and weekly reports for internal and external business partners and lead calls on same
• Maximize and monitor efficiency and productivity through extensive data analysis
• Monitor customer satisfaction and service delivery and implement corrective measures as needed 
• Work with cross functional stakeholders to ensure smooth running of day to day operations - quality assurance, process enhancement, automation, new client and market needs, etc.
• Manage Payroll/Billables approval responsibilities
• Manage client escalations timely and professionally with Relocity’s value of “Focus on the Customer”

Host Management (70%)

• Manage a team of 12+ active Personal Hosts
• Interview, on-board, train and develop new Hosts; as well as coach and develop tenured Hosts
• Drive quality assurance by monitoring host availability, client service delivery, client ratings, record keeping, reporting and process compliance
• Plan, monitor, and analyze key metrics for the day-to-day operations to ensure optimal performance and client satisfaction
• Conduct 1:1 weekly meetings with Hosts and lead wider team meetings 
• Quarterly and Annual performance review management
• Takes a proactive role in bringing about change. Encourage innovation among the team and drive adoption of new initiatives 
• Work with the HR team and Personal Host to ensure HR records are maintained.
• Support as Personal Host as the need arises 

What Past Experience and Current Skills Will Enable Your Success In This Role?

• Bachelor’s Degree
• Outstanding communication, presentation, problem solving skills and responsive to inquiries/requests
• Be able to work effectively remotely among a large team
• Ability to work with minimal direction, be organized, have the ability to prioritize commitments and projects
• Flexibility to work outside normal business hours
• Be a champion leader of Relocity’s Core Values

Preferred Qualifications:

• 4+ years of experience in operations, project management, client management, hospitality or global mobility industry
• Experience managing a team of 10 or more
• Ability to work during EST business hours

How We Support You and Work Life Balance…

• Competitive Compensation
• Paid Time Off
• Paid Parental Leave
• Remote Workplace
• Flexible Work Schedules
• Professional Development Opportunities

Salary for the role is approved at $80K-$85K.

Relocity is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Relocity will only employ those who are legally authorized to work. Any offer of employment is conditioned on the successful completion of a background investigation, credit check and drug test.

#LI-AC2
#LI-Remote