About Cove
Cove is the new way to rent your home. We're a co-living start-up making it easier and more affordable for people to rent rooms.
We provide our tenants with stylishly furnished properties, in the most awesome locations in Singapore and Jakarta and make the whole rental process seamless from end to end.
Job Title: Operations Manager - Japan
Role Purpose:
The Operations Manager would be responsible for deploying and improving Cove's operations procedures to ensure all properties run smoothly.
- Maintain strong NPS scores amongst the tenant community.
- Evaluate regular team performance and operations budget effectiveness.
- Maintain open tickets below target and fast response time for tenant inquiries.
Responsibilities:
- Lead the Cove leadership team.
- Oversee operations and community team management.
- Ensure tenants have a great experience checking in and out of properties.
- Maintain and resolve maintenance ticketing processes on time and within budget.
- Address tenant issues and complaints to find resolutions.
- Maintain Cove properties up to high standards and update as needed.
- Develop and deploy SOPs for quality and performance consistency.
- Increase efficiency and ROI for all operations processes.
- Produce materials to improve workflows and knowledge sharing among the team.
- Become a 'super-user' of critical operations software.
- Deploy new software to improve operations performance.
- Review and upgrade suppliers and external vendors as necessary.
- Analyze and report on operations performance data to improve performance.
- Track and report KPIs for the operations team.
- Recruit and monitor operations and community team performance.
- Liaise with other teams to improve cross-functional working.
- Create a culture of continuous improvement.
Experience and Qualifications Required:
- Bachelor's degree in any field (business-related is a bonus).
- Minimum 4 years' experience in an operations/business role.
- Excellent project management, organization, and writing skills.
- Customer-facing/service environment experience.
- People management experience.
Preferred Qualifications:
- Early-stage start-up experience.
- Hospitality experience.
- Facilities management experience.
Core Skills/Competencies:
- Excellent spoken and written English.
- Customer service.
- Self-motivated and takes responsibility.
- Analytically minded.
- Flexibility and ability to handle ambiguity.
- Attention to detail.
What's in it for You:
Working for Cove gives you the opportunity to join an exciting young start-up incubated through Antler.co. In your role, you'll have the opportunity to hit the ground running and take ownership from day one. We will always welcome your inputs and ideas and actively encourage your development.
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