Senior Personal Assistant

Description

POSITION OVERVIEW

The Senior Personal Assistant (SPA) leads new-client jumpstarts, provides substitute coverage, strengthens household systems, trains and mentors PAs, and supports operational improvements across Pepper’s client households. This is Pepper’s highest-level household-management role within the PA career track. It provides peer leadership without direct supervision or formal performance-management authority.

Jumpstarts and substitute coverage are core duties. The SPA is expected to accept all eligible assignments within established availability and capacity, considering existing assignments, necessary travel time, and other approved responsibilities. The Area Service Manager (ASM) determines priorities and approves scheduling adjustments. SPAs are expected to raise barriers promptly so the ASM can coordinate adjustments or reassignment.

***This job description outlines the primary responsibilities of the role and is not an exhaustive list of duties. Additional tasks may be assigned based on client and company needs, consistent with the role.

A permanent client assignment may be considered based on employee interest, client needs, and fit. Placement is not guaranteed; the client-assigned SPA description would then apply.

ESSENTIAL RESPONSIBILITIES

JUMPSTARTS & SUBSTITUTE COVERAGE

• Lead new-client jumpstarts by assessing household needs, establishing customized systems, creating the Household Guide, and preparing the home for a permanent PA. Train and orient the incoming PA on-site and complete a clear, documented handoff.
• Provide substitute coverage using available household documentation and assignment instructions. Adapt quickly to client preferences, confirm priorities, and provide dependable service and updates for the returning PA.
• Respond promptly to assignment requests during established work time. Communicate conflicting assignments, insufficient travel time or capacity, inadequate preparation or training, missing access or information, safety concerns, illness, emergencies, or other barriers as soon as practicable. Identify feasible partial coverage or scheduling alternatives with the ASM.

HOUSEHOLD MANAGEMENT & SERVICE QUALITY

• Create and improve practical, sustainable household systems reflecting client preferences, priorities, approved budgets, and Pepper’s standards. Maintain accurate household documentation and track work through completion.
• Perform household duties within the agreed service scope, including organization, errands, grocery shopping, meal preparation, laundry, household resets, light upkeep, appointments, vendor coordination, and pet care as assigned. Follow relevant dietary, food-allergy, pet-care, and safety instructions.
• Implement household-system improvements within client authorization. Manage vendors and client-approved expenses within established limits, retaining receipts and accurate records. Protect client privacy, property, access information, and professional boundaries. Childcare is not a primary responsibility; review new commitments outside the agreed scope with the ASM.
• Conduct assigned quarterly household visits, with the ASM identifying households and visit schedules. Evaluate systems, HHG accuracy, and service quality; document findings and provide a concise written summary and recommendations to the ASM.

TRAINING & OPERATIONAL SUPPORT

• Train and mentor PAs the Pepper’s way through demonstration, observation, practical feedback, and respectful correction. Address routine issues and share recurring, significant, sensitive, or performance-related concerns with the ASM, who retains formal performance feedback, corrective action, scheduling, and employment decisions.
• Maintain assigned vendor lists, resource libraries, tools, and process guides; share household-management knowledge and best practices with the PA team.
• Identify process gaps, research practical solutions, and complete agreed projects with clear priorities, deadlines, status updates, and reliable follow-through. Participate in required meetings, training, and relevant professional development.
• Record all time worked accurately, including required meetings, training, and work communications; submit time and reimbursement records by company deadlines.

DECISION-MAKING & ESCALATION

• Resolve routine, low-risk household and workflow matters independently within client authorization, the agreed service scope, and company policy. Consider effects on clients, PAs, schedules, resources, and company operations.
• Seek approval before exceeding spending authority, materially changing service scope, making commitments outside established authority, or changing approved schedules. Escalate safety, confidentiality, policy or legal concerns, significant client dissatisfaction, employee performance issues, staffing conflicts, and competing priorities.
• When practicable, present relevant facts, likely impacts, options, and a recommended next step. Raise urgent concerns immediately; for emergencies, prioritize safety, contact emergency services when appropriate, and notify management as soon as practicable. Support agreed decisions and follow through on actions.

Requirements

QUALIFICATIONS & CORE COMPETENCIES

• Two or more years of relevant personal-assistant experience at Pepper’s or in comparable household management or high-touch client service. No formal degree required.
• Demonstrated ability to manage complex households independently, establish effective systems, and train or coach peers. Multi-property experience preferred.
• Strong operational judgment: anticipates needs and downstream effects, evaluates risks and resources, prioritizes effectively, researches solutions, and recognizes when to escalate.
• Exceptional organization, attention to detail, discretion, written and verbal communication, and follow-through. Provides respectful coaching, welcomes feedback, collaborates constructively, and adapts to changing priorities while maintaining service quality.
• Valid driver’s license and reliable access to an insured vehicle for assignments requiring driving. Ability to meet relevant client-specific household, meal-preparation, food-allergy, or pet-care requirements.
• Strong technology skills and the ability to quickly learn, navigate, and troubleshoot new digital tools and platforms independently.

SCHEDULE LOCATION & PHYSICAL REQUIREMENTS

• Work primarily in client homes in the greater Seattle area, with local travel for errands, jumpstarts, subbing, visits, and training.
• Work the established schedule agreed with the ASM and client, generally Monday through Friday between 9:00 a.m. and 5:00 p.m. Occasional evening or weekend assignments are arranged in advance. Communicate known changes to your availability with the ASM when you become aware of them including absences and assignment conflicts. 
• If a change affects an assignment you have already accepted, contact the ASM promptly to discuss the scheduling conflict and follow the applicable time-off or call-out process. We recognize that illness, emergencies, and other unexpected circumstances may limit advance notice.
• Perform or demonstrate household tasks involving standing, walking, bending, reaching, sitting, driving, and technology use, and lift or carry household items up to 35 pounds as required by the assignment, with or without reasonable accommodation.

SUCCESS IN THIS ROLE

• Jumpstart households are ready for ongoing service, with sustainable systems, accurate documentation, trained PAs, and complete handoffs.
• Eligible assignments are accepted and completed reliably; substitute clients receive consistent, discreet service and smooth transitions.
• PAs receive clear, respectful guidance; quarterly visits and follow-up are timely and useful, and performance concerns reach the ASM promptly.
• Routine issues are resolved independently, significant concerns and obstacles are raised early, and recommendations reflect broader operational impacts.

COMPENSATION BENEFITS & COMPANY VALUES

COMPENSATION BENEFITS

Compensation is $34-$38 per hour, based on relevant experience and qualifications. Required meetings and training are paid. Work-related travel is handled under company policy and applicable requirements.

This is a W-2 employee position with paid sick leave. Additional benefits include paid time off, holiday pay, a technology stipend, and a 401(k) with employer match, subject to applicable eligibility rules, plan terms, and company policies. Eligibility and conditions will be explained during hiring. Medical and dental benefits for employees who are regularly scheduled to work 25 or more hours per week.

PEPPER’S CORE VALUES

Since 2012, Pepper's has supported executives, entrepreneurs, and busy professionals throughout Seattle with proactive household management and lifestyle support. Our values are One For All and All For Pepper's, Figure It the F**k Out, Growth Mindset, and Provide Ease. We support one another, take initiative within our authority, learn from feedback, and make life easier for clients through thoughtful service.

Pepper’s Personal Assistants provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Pepper’s Personal Assistants complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.