Head of Remote Assistance Operations

General ManagerAt Placemakr, home meets hospitality. We've combined the best of apartment living, vacation rentals, and hotel stays into one experience. We partner with developers, property operators, and investors to curate a collection of apartment-like spaces in hand-picked neighborhoods. Whether guests are with us for a night, a year, or somewhere in between, these are more than just spaces to spend the night — they're a place to call home. Our property team members help our buildings thrive by focusing on execution and ensuring a great experience for both residents and guests. Our non-property team members support property execution and the evolution of other areas within our platform. They can enjoy remote-first work with the freedom to choose their location — as long as they have access to a workspace and reliable Wi-Fi. We believe collaboration is key, so our remote-first teams and property leaders have biannual in-person get-togethers at various locations across the US. What You'll DoConsistently provide an exceptional experience to anyone you interact with by embodying what our teams, guests, residents and partners should think of as a trusted friend, subject matter expert, and local insider.Maintain a safe, secure and compliant environment for leaders, team members and guests by adhering to and driving accountability for established Placemakr and property-specific people, operational and financial policies and procedures, including emergency protocols, scheduling and budgetary reporting expectations, attendance policies and conduct expectations.Embody Placemakr leadership competencies by driving accountability, developing, motivating, challenging and engaging your team of line-level managers, supervisors and individual contributors, ensuring excellence in people leadership, operations and finances of your property.In partnership with non-property leadership, provide initial and ongoing training for your team(s) on Placemakr people, operational and financial SOPs and programs.Collaborate with Placemakr's PX and TA teams on talent acquisition efforts for your property, including supporting consistent recruiting and hiring processes, and engaging in grassroots or in-person recruiting initiatives to hire top talent.Own the overall operational success of Front of House, Back of House and administrative/budgetary functions of your property through execution and support of Placemakr SOPs as well as embodiment of our Community Norms.With support from your Area Leader, drive NOI and overall financial success of your property through controlling expenses, being cognizant of budgetary impacts and following FAA, Owner Relations or other team-specific SOPs and standards set forth, when applicable.What It TakesA bachelor's degree, preferably in management, business administration, communications, hospitality or a related field; or commensurate experience in lieu of a formal degree2+ years' experience in a leadership role within retail, food & beverage, hospitality, multi-family or similar environment, where customer service is at the heart of the operationA minimum of 1+ years' experience of successful multi-department leadership; retail, food & beverage, multi-family or hospitality-focused experience strongly preferredExperience with executing on team member relationship issues and retention, engagement, succession planning, performance management and/or growth and development initiativesProven track record with scheduling, training and developing non-exempt employees to maintain exceptional service levels and uphold company standardsA demonstrated track record of operational success made possible by a true customer-focus, driving team performance, effective decision-making skills and a solutions-oriented mindsetPrevious experience reviewing or managing expenses to a budget with support from leaders or cross-functional partnersExceptional verbal and written communication skills and the ability to deliver a message clearly and professionally across varying levels of team members and external partnersA hands-on leader and world-class motivator who takes an active role in growing and developing their teamAbility to manage cross-functional relationships, competing priorities and time and resources proactively in a fast-paced, ever-changing environmentYou lead by example and embody the core values of Placemakr. Operations Managers will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for our Operations Managers and an exceptional guest experience.Our Benefits & Perks*Competitive salaryQuarterly performance bonus programCompany stock options401k + 4% employer matching programMedical, Vision & Dental Insurance plan optionsFlexible Spending Account & Health Savings Account options20 days of paid time off (PTO) per year, with the flexibility to use it, roll it over, or cash it out!PTO increases to 25 days per year after 2.5 years of employmentUp to 8 floating holidays per year so you can celebrate what matters most to you!Monthly cell phone reimbursement and health & wellness stipendManagement Training ProgramPaid Parental LeavePaid Life InsuranceZayZoon as an option to access your paycheck before your paydayPlus, discounts to stay at select Placemakr properties all over the US*The exact benefit terms and coverage are detailed in the Employee Handbook. Please note that Placemakr has the right amend policies and are subject to change.Our community norms Great people are the key to our success. Most importantly, we create positive community norms that shape our company culture and inform how we do business: Applicants must be legally authorized to work in the United States and meet our age requirements of 18 years or older in order to be considered for employment with Placemakr. Placemakr will provide reasonable accommodation to complete an application upon request, consistent with applicable law. com All your information will be kept confidential according to EEO guidelines. Placemakr values diversity of all kinds and is committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Placemakr participates in the E-Verify program as part of our hiring process in order to stay committed to maintaining a legal workforce and complying with all applicable employment laws. E-Verify is a federal system that allows employers to confirm the employment eligibility of newly hired employees by comparing information from an employee's Form I-9 to data from U.Department of Homeland Security and Social Security Administration records.