Regional Operations Manager, East

Looking for a motivated individual with excellent organizational and customer-focused skills to lead the development and growth of our "Luxer Liaison" service on the East Coast.

Luxer Liaison is a premium service level designed to assist high-package-volume properties in managing package flow and their Luxer systems. This service provides on-site package management to complement our automated package systems. Our Liaison program on the East Coast has experienced significant growth, and this dedicated individual will manage operations and account relationships in the markets. As the program expands, this role may include managing operations in additional markets.

What you will do:

• Manage a team of 30+ service professionals (“Liaisons”), providing service to multiple luxury apartment buildings in New York, Washington D.C., North Carolina, Toronto, and other/additional markets
  
• Partner with fellow Regional Leaders, Leads, Managers, and report to the Director of ARR Operations
  
• Champion our Liaison team, fostering a positive work environment in person and remotely
  
• Manage the weekly operational service schedule, and ensure that the service is being delivered to the expected quality level
  
• Build strong relationships with existing accounts, responding rapidly to issues/concerns
  
• Help onboard new properties as they adopt the Liaison service
  
• Hire and train new Liaisons as needed (attrition, to support market growth)
  
• Develop Liaisons into Lead/Seniors Liaisons to support account management in growing markets as needed
  
• Build processes and procedures that allow our Liaisons to efficiently service the market, and help build a profitable business
  
• Occasionally nurture new Liaison sales opportunities and work with our sales team to win them
  
• Potential for up to 25% travel. This role is based in our Charlotte HQ and is hybrid with a mix of in office, travel, and field-based work.
  

Requirements

Who you are:

• Strong organizational skills and attention to detail
• At least 2 years’ experience managing service professionals
• At least 2 years’ experience working in a customer facing role as a leader
• Experience managing a scheduled, hourly workforce
• Experience coaching and developing an hourly workforce
• Demonstrated experience building and scaling operations for a new program and/or in a new market
• Demonstrated success building strong direct relationships with customers
• Exceptional communication skills; demonstrated ability to communicate well with both customers and reports
• Willingness to serve as a player-coach, often working in person with the team
• Comfortable with technology (Google Suite, Macbook/iPad, Zoho, and various applications)
• Self-directed, with a track record of succeeding in ambiguous situations
• Creative problem solving – this is a program in its early phases; you will have to overcome unforeseen challenges.
• Experience in the multifamily market preferred, but not required
• The above-listed duties are not exhaustive, and the employee may be required to perform other tasks as needed and assigned by the leadership team.
• Potential for up to 25% travel. This individual must be located in Charlotte and comfortable working in an onsite and remote setting.
  

Benefits

What’s in it for you:

• Compensation: $65,000-$75,000/annually + potential for quarterly performance based incentives (Bonus)

• You’ll have opportunities to advance. We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, mentored, and grow.

• As “Luxens”, we celebrate one another's differences and ideas. We're proud of our culture of diversity and inclusion - and, we have programs that bring us together on important issues and provide educational opportunities for all employees

• A generous benefits package (Medical, Vision, Dental)

• 401K with employer match

• Accrued Paid Time Off

• Accrued Paid Sick Leave