OUR POSITION IN A NUTSHELL

The Americas Operations Leader, Corporate Housing is operations leader for our Americas Corporate Housing team. You’ll lead both the reservations and guest services operations teams and partner with internal stakeholders such as Supply Chain, Accounting, and Account Management to deliver the highest quality corporate housing services.

The Americas Operations Leader, Corporate Housing will be responsible for providing leadership and direction to the operations team while supporting client relationships, implementations, and business development. This position is responsible for ensuring quality delivery of operational services in reservations and guest services.  Your experience will have given you a good understanding of business and service delivery process management.  We’re looking for a natural leader and team player who is approachable, innovative and people focused with an ability to work effectively with multi-national internal and external stakeholders while delivering best corporate housing experience in the industry. This role requires some travel within AMERICAS and occasionally further afield.

WHAT YOU WILL ACCOMPLISH

Operations Team Leadership:

• Mentor and provide development to team members to build and manage a positive, strong team spirit
• Assist the VP of Operations with succession planning, hiring, and exits, including interviewing candidates
• Conduct formal and informal performance reviews and one-on-one meetings, identify development opportunities and plan to best use each individual’s strengths
• Ensure the team meets conversion and SLA targets
• Hold team meetings to share information, cascade strategic objectives, align focus, and instill attention to detail throughout all operation levels
• Analyze and improve the quality, productivity, and efficiency of operational processes
• Develop and execute standard procedures, customer service policies and regulations to ensure compliance and client satisfaction
• Lead escalation action and response, assist operations team members with service recovery initiatives, informing of escalating issues with overall account impact to the Account Director/Account Management
• Act as an advocate for clients by teaming with operations in ensuring flawless execution of service delivery
• Work with the VP, Global Corporate Housing on special client requests

Partnerships with internal and external clients: 

• Liaise between Account Management and Operations to facilitate effective communication for consistent reciprocal understanding of needs and expectations
• Act as a point of contact for clients on escalations and involve all departments as required to reach resolution
• Partner with accounting to address any payment concerns and issues
• Build strong relationships with key internal team to create a ‘one-team’ approach
• Partner with training resources for new hires and ongoing training needs

Process Improvement:

• Assess conversion rates to understand how revenue can be increased
• Monitor and report SLA results, and create & implement improvements plans as needed
• Monitor performance scores and escalations – report, analyze and trend defects

Other Duties as assigned:

• Participate in management meetings and assist in the day-to-day administration of the service center / business unit.
• Other projects or duties as assigned.

WHAT WE'RE LOOKING FOR

Your Experience & Education

• Strong client service experience, ideally within corporate housing, relocation, or a related professional environment (approximately 5+ years)
• Proven track record of managing and motivating teams  
• Thorough understanding of performance metrics and measures
• Change management experience
• Previous international relocation experience (preferred)
• Bachelor's degree or equivalent work experience 

Your Additional Skills and Abilities

• Working effectively with others in a collaborative team environment
• Managing work assignments to meet deadlines
• Strong ability to multitask and prioritize
• Attention to detail and strong organizational skills 

WHO WE ARE

Our Team

The Dwellworks experience is driven with passion, hard work and integrity. We search for the team players, the go-getters, and the innovators who are hungry to learn. Best of all, we promote a relaxed, well-rounded environment where associates can explore and engage in extensive opportunities such as our associate led committees (wellness, green, philanthropy, and fun). Here at Dwellworks, we want you to succeed, we want you to grow, and we want you to thrive!

Our Perks

•  Hybrid work model with some in-office and work from home time
•  Monthly parking allowance
•  Generous benefits package: medical, dental, vision, 401(k), etc.
•  Casual dress code
•  And most importantly: a passionate, friendly team of coworkers who work hard and love working here!

WANT TO LEARN MORE

Check out our website

Dwellworks is an Equal Opportunity Employer and values the diversity of perspective & experience brought to our company by people from all backgrounds & communities.

Click Here to Apply!