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Job Description

Purview: Efficient delivery of world-class hospitality, leading to increased profitability

The Jr Manager of Resident Experience (Jr. MRE) is responsible for leading a select team of Alfreds to deliver exceptional service & hospitality to our members, through efficient operations. Further, the Jr. MRE is responsible for building & maintaining relationships based on trust with members & marketplace vendors, supporting the team in high-quality service delivery. The ideal candidate is an inspirational leader who can motivate & engage front-line employees to deliver exceptional service in an efficient & cost-effective manner. 

Specifically, the Jr. MRE excels at: 

  • Leading & empowering the Alfred team with a collaborative, all hands on deck approach
  • Connecting with people of all types & backgrounds, forming meaningful relationships
  • Building meaningful partnerships with vendors, articulating the unique values of the company in a positive & compelling manner
  • Problem solving quickly & effectively to give real-time solutions to Alfreds on their runs, effectively leveraging them to service our members efficiently
  • Balancing the strategic growth needs for the market, working with the Member Operations Manager, Member Operations Coordinator & Member Success Coordinator to build revenue while carefully managing operational expenses, leading to increased regional profitability

Specific Responsibilities 

Inspire World-Class Hospitality & Customer Experience 

  •  Problem solve for Alfred Home Managers in real-time to ensure operational efficiency and member satisfaction 
  • Proactively nurture a healthy service-oriented culture, embracing omotenashi & implementing world-class standards of service delivery 
  • Inspire the highest level of service commitment from each team member providing thorough & regular strengths-oriented feedback, based on member feedback & manager observation 
  •  Inspire the highest level of service commitment from each team member providing thorough & regular strengths-oriented feedback, based on member feedback & manager observation
  • Work with Regional Operations Manager to lead through example in service to our members, responding quickly & positively to all inquiries & escalations 

Inspire, Manage & Develop Regional Alfred Team 

  • Work with Member Operations Manager to effectively hire, develop, give feedback to, retain & inspire Alfreds as required, meeting EDI objectives (in conjunction with Talent, L&D) 
  • Motivate & inspire Alfreds to bring out their highest level of performance, generating individual commitment over compliance
  • Function as a coach to develop individual members of the team, tailoring their development to their strengths & areas of improvement, providing ongoing feedback, & ensuring they are up to date with world-class customer experience & hospitality standards
  • Drive efficiency & efficacy of Alfreds ensuring successful outcomes, meeting KPIs, & building relationships with partners, residents & members 
  • Keep teams safe by enforcing safety protocols & standards, including daily COVID screenings, incident reporting, & anti-harassment training, in conjunction with the Learning Team.
  • Work with Manager of Resident Experience to anticipate future market growth & workforce changes, protecting the region from an understaffed or under-equipped team. 
  • Monitor Ops Updates & take resolution-oriented action against all necessary items 
  • Resolve all service errors & exceptions

Build & Maintain Vendor Partnerships 

  • Manage vendor partnerships, ensuring vendor commitment to Alfred levels of service quality Identify new vendor partnerships in the community, meeting EDI objectives
  • Encourage ongoing Alfred Home Manager personal relationships with vendor partners

Coordinate with Greater Team 

  • Collaborate with the Regional  to improve regional profitability through increased service efficiency
  • Partner with the Manager of Resident Experience to identify vendor partnerships that support EDI initiatives & promote local market services & vendors
  • Collaborate with Growth Managers to create strategies that drive growth in both building & member spend while maintaining operational efficiency. 
  • Collaborate with the regional team to ideate & implement efficiency strategies & tests, partnership strategies with vendors, & the development of regional business plans
  • Partner with Learning team to ensure training for Alfred Home Manager teams are tailored for your region, but meet our national standards of service delivery excellence
  • Represent the field perspective through proactive communications & participation with HQ teams
  • Regularly connect with peers across the company to discuss best practices, innovative changes to operations & ways to build more efficient operations

Specific Requirements 

  • Trustworthiness, empathy, integrity, & an aspiration for excellence
  • Self-motivation & strong innovation management skills
  • Interpersonal savvy & an ability to interact with people
  • Ability to drive business strategies across the region
  • Strong written & verbal communication skills
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