About Cove: Cove is the new way to rent your home! We’re a co-living start-up making it easier and more affordable for people to rent rooms. We provide our tenants with stylishly furnished properties, in the most awesome locations in Singapore and Jakarta and make the whole rental process seamless from end to end. Our contract terms are flexible like our tenant’s lives and our rental prices include everything from utilities and wifi and weekly cleaning. Our tenants get matched with great flatmates and also have access to our community events around the city.
Job Title: Operations Manager - Korea
Job Type: Permanent, Full Time
Start Date: ASAP
Reports To: Country GM
Role Purpose: The Operations Manager would be responsible for deploying and improving Cove’s operations procedures to ensure all properties run smoothly. On a monthly basis, this role will need to maintain strong NPS scores amongst the tenant community, ensure properties across Korea area are all maintained to Cove standards, review regular team performance, and ensure the effectiveness of the operations budget. On a day-to-day basis, this role will need to maintain the number of open tickets below the target, ensure fast response time, and the tenant inquiries.
Responsibilities:
- Core member of the Cove leadership team.
- Managing the operations and community team
- Ensuring all Cove tenants have a great experience of checking in and out of our properties.
- Overseeing the maintenance ticketing process to ensure that issues are resolved on time and within budget.
- Dealing with tenant issues and complaints to find resolutions that work for everyone.
- Ensuring Cove properties are maintained up to Cove’s high standards and shaping and revising these standards as needed.
- Developing and deploying new SOPs to ensure consistency of quality and performance standards.
- Increasing efficiency and ROI for all operations processes.
- Producing materials that improve workflows and knowledge sharing amongst the team.
- Becoming the key ‘super-user’ of critical operations software to ensure that it is aligned to processes, used correctly and that Cove is maximizing its potential.
- Deployment of any new software to improve operations performance.
- Conducting reviews of suppliers and external vendors and upgrading where necessary.
- Analyzing and reporting on operations performance data and sharing insights with the team and stakeholders to improve performance.
- Tracking and reporting KPIs for the operations team in relation to both the teams’ internal performance and the performance of external vendors.
- Recruitment and performance monitoring of the operations and community team.
- Liaising effectively with other teams within Cove to improve cross-functional working (ie. real estate, marketing, etc.).
- Creating a culture of continuous improvement within the operations team and company at large.
Experience and Qualifications Required:
Essential
- Holds a Bachelor's degree in any field (business-related is a bonus).
- Minimum of 4 years’ experience in an operations/business role.
- Excellent project management, organization, and writing skills.
- Experience in a customer-facing/service environment.
- People management experience.
Preferred
- Experience working in an early-stage start-up
- Experience in hospitality
- Experience in facilities management
Core Skills/Competencies:
- Excellent spoken and written English
- Customer service
- Self-motivated and takes responsibility
- Analytically minded
- Ability to be flexible deal with ambiguity
- Attention to detail
What’s in it for You:
Working for Cove gives you the opportunity to join an exciting young start-up incubated through Antler. In your role, you’ll have the opportunity to hit the ground running and take ownership from day one. We will always welcome your inputs and ideas and actively encourage your development. The team is fast paced, hard-working and expects results but we also highly value our employee engagement and are committed to a human and empathetic environment with plenty of fun thrown in.