Operations Manager

Overview:

A Real Home Away is Oklahoma’s premier provider of furnished rental homes. For over a decade we have been providing furnished housing to families and individuals in the greater Oklahoma City area.

The demand for high-quality homes with great service and convenience is growing and A Real Home Away is expanding our operations in order to meet that demand. We are looking for a full-time Operations Manager to manage our operations to ensure that we maintain excellent service and quality.

While the primary business is property management, it is more than standard property management. We are not only responsible for keeping the property in great shape but also the furnishings. Our goal is to function more like a high-end hotel with high-end clients and our hotel rooms are houses spread out throughout the city.

The Operations Manager will be a salaried position that reports to the CEO and will be responsible for the following high-level goals:

• Ensure all day-to-day operational activities and tasks are completed with quality, timeliness, and efficiency and that operations are in line with the company’s strategic goals.
• Evaluate current operational processes and build a standardized, scalable model for all aspects of the business
• Assist with the adding new properties to the portfolio - which include various aspects of home repairs and new home setup
• Assist with sales and marketing efforts by building relationships with new and existing clients
• Propose and finalize annual goals and then provide consistent reporting on those goals to company stakeholders
• Achieve growth goals through improving efficiency and quality and operational excellence
• Manage the on-call schedule and be on-call as needed

Duties:

The scope of the Operations Manager includes, but is not limited to, the following duties:

• Day-to-day management to ensure all operational duties are completed per guidelines and standards
• Ensure operational processes and controls are well-documented for consistency
• Monitor CRM software metrics to ensure timely and appropriate inquiry to responses
• Ensure repairs are consistently and promptly resolved through tracking and reporting
• Ensure that homes are advertised and marketed appropriately
• Ensure that homes (interior and exterior) and furnishings meet quality standards for guests and are consistently maintained
• Build successful campaigns to solicit feedback on experiences and top scoring reviews
• Track and monitor exceptions where processes are not running as required in order to assist with training and coaching
• Ensure appropriate staff are in place and scheduled to conduct operations without interruption
• Handle escalated issues when needed (guest calls, service calls, etc.)
• Research, establish and manage vendor network ensuring 24/7 availability and competitive pricing
• Ensure all expenses/deposits are being made/collected timely and logged accurately
• Potentially travel to conferences for networking and relationship building

Requirements:

• 3 – 5 years of experience leading a program/department/business with success and autonomy
• 3 – 5 years of management experience
• Strong technical skills and demonstrated experience working with various software programs
• Experience balancing quick resolution of challenging situations while maintaining strong customer service
• Experience monitoring productivity and success metrics and then summarizing and reporting those metrics via standard status updates and reports
• Ability to be on call with flexible hours
• Ability and willingness to travel
• Real estate/property management experience a plus
• Experience with bookkeeping/financials/budgeting
• Bachelor's degree in business related field OR significant management experience running a business

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• On call

Supplemental pay types:

• Bonus opportunities

COVID-19 considerations:
No COVID restrictions

Application Question(s):

• We anticipate getting between 50 - 100 applicants for this position - please take a moment to outline what makes you the best fit for this specific role. This response will have a significant impact on who we contact for an interview. Thank you.
• We are a property management company for residential properties and therefore our customers have issues come up outside of normal business hours. The Operations Manager is responsible for ensuring quick and timely responses at all times. You will not be on call all the time but will be in charge of the on-call schedule and ultimately responsible for the results. Have you ever had experience with an on-call role? If so, please elaborate. If not, how do you think you will handle that?

Education:

• Bachelor's (Required)

Experience:

• Project management: 1 year (Preferred)
• Real Estate Related: 1 year (Preferred)
• Management: 3 years (Preferred)
• Bookkeeping: 1 year (Preferred)

Work Location: Hybrid remote in Edmond, OK 73034