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Managed By Q provides office cleaning & other smart services for office operations.
 
New York City    Posted: Tuesday, December 04, 2018
 
   
 
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JOB DETAILS
 

About Managed by Q:

Managed by Q is the platform for office management. Q makes it easy to run an office by connecting offices to services, including cleaning, maintenance, office administration, IT, & security. Companies use Qs marketplace to discover vetted service providers, request project quotes, schedule work, & pay for office services, all in one place. A solution for recurring & ad-hoc office needs, Q saves companies valuable time & supports office operations for thousands of businesses nationwide.

Summary:

The Cleaning Operations Manager (COM) position is a core part of Qs Services team & directly manages a large portion of Qs Cleaning Business. COMs manage a large book of business - overseeing the full lifecycle of Account Management - from prospective sales, to client onboarding & ongoing customer service. To ensure a world class service, COMs manage & develop a team of Cleaning Supervisors, who manage day-to-day interactions with clients & oversee a large hourly workforce of Cleaning Operators. Finally, COMs work with their local & national counterparts to identify pain points & continuously improve internal operations.

Responsibilities (including but not limited to):

  • Client Management:
    • Conduct in-person walkthroughs to highlight Qs value proposition & to generate competitive price quotes
    • Document account specifications, set service expectations & to communicate operational needs to internal team
    • Continuously correspond with clients to align on service requirements, prevent account churn & to equip our teams to perform their work at the highest level
  • Team Management:
    • Manage team of 6-8 Cleaning Supervisors who oversee 150-200 client accounts & manage large hourly workforce of Cleaning Operators
    • Conduct weekly 1:1 checkins with Supervisors to ensure processes are followed & enforce individual accountability for meeting key business objectives
    • Audit customer communication to ensure work is completed to Q standards & that all issues are effectively resolved
    • Make sure every Cleaning Operator is held to high standards, & ensure that Operators are equipped with the tools & training needed to succeed
    • Engage & motivate employees employees at all levels
  • Operational Excellence:
    • Closely monitor primary cost drivers, including non-billable hours, Operator overtime & supplies management
    • Work with local team & nationwide colleagues to suggest, prioritize, & implement new initiatives to improve our processes, software tools, & people management infrastructure
  • Communication/Collaboration:
    • Effectively & professionally instruct operators via written, face-to-face, or over-the-phone communication
    • Subject Matter Expert of policies & procedures & effectively communicate to Operator base
    • Interact positively with & communicate openly with fellow Q team members
  • Proper Use of Managed by Q Tools/Technology
    • Use Salesforce, Google Docs, Slack, iPad applications, smartphone, & proprietary internal technology to collaborate with the entire national Managed by Q team.

Requirements:

  • 4+ years of management experience (preferably in a commercial cleaning setting)
  • 3+ years professional experience in customer service or customer facing role
  • 2+ years in supervising hourly workforce
  • Ability to work Monday - Friday, 3pm-12am
  • Excellent time management skills & the ability to work on multiple projects simultaneously
  • High level of people skills, must possess the ability to effectively motivate a team & drive positive behaviors
  • A true role model with experience in training & developing people managers
  • Strong customer facing skills, & a passion for making clients happy
  • Ability to consistently maintain professionalism & a high level of customer service
  • Ability to speak & write English fluently
  • Strong written & verbal communication skills
  • Salesforce proficiency a big plus
  • Fluent & comfortable with technology including Google applications & mobile devices

Benefits:

  • Ground floor opportunity at one of the fastest growing companies in the world
  • Competitive salary
  • Generous stock options
  • 401(k) with matching
  • 100% coverage for medical, dental, & vision insurance
  • An insanely supportive, hardworking team, building something BIG
 
 
 
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