Senior Operations Manager

Senior Operations Manager :

Overview

We are seeking an experienced and highly motivated
Senior Operations Manager
to lead and optimize the operational excellence of our growing portfolio of our centres. This pivotal role requires a strategic leader who can ensure the seamless, efficient, and profitable functioning of all space operations, maintenance, vendor relationships, client relationship, customer engagement and team performance. The ideal candidate will have a strong background in operations management within the
coworking, hospitality, or commercial real estate industry
, with a proven track record of scaling processes and delivering exceptional member/tenant satisfaction.

Prospective candidates possessing significant professional experience within the Real Estate, Co-working, Hospitality, or Commercial Real Estate sectors are strongly encouraged to apply."

Key Responsibilities

1. Operations Strategy & Efficiency

• Develop, implement, and continuously refine Standard Operating Procedures (SOPs) for all operational aspects, including front-of-house services, facilities management, and day-to-day member support.
• Monitor key operational performance indicators (KPIs) and utilize data analytics to identify areas for improvement, cost savings, and increased efficiency across all locations.
• Oversee the management of technology infrastructure (Wi-Fi, access control, meeting room systems) to ensure high reliability and uptime.
• Ensure all spaces comply with local health, safety, and building regulations.

2.Client Relationships & Customer Engagement:

•       Building deep, multi-level connections within client organizations.

•       Identifying "white space" opportunities for upselling or cross-selling based on client goals.

•       Monitoring health scores to pre-emptively address churn and turning satisfied users into brand ambassadors.

• Collaborating with Product and Marketing teams to align our roadmap with the "voice of the customer."

3. Facilities & Vendor Management

• Lead the facilities management strategy, including preventative maintenance schedules, repairs, and capital expenditure planning for the properties.
• Manage relationships and performance of key vendors (e.g., cleaning, security, catering, IT support) to ensure service level agreements (SLAs) are met consistently and cost-effectively.
• Negotiate and manage contracts with suppliers to secure the best value for services and goods.

4. Team Leadership & Development

• Recruit, train, mentor, and manage a high-performing team of Community/Operations Managers and support staff.
• Foster a culture of service excellence, accountability, and continuous improvement within the operations team.
• Conduct regular performance reviews and provide constructive feedback and development opportunities for team members.

4. Financial & Budget Management

• Develop, manage, and track the operations budget for all sites, focusing on cost control without compromising service quality.
• Approve and track operational expenditures, ensuring adherence to financial guidelines.
• Identify opportunities to enhance revenue through operational improvements or ancillary services.

5. Member Experience & Satisfaction

• Collaborate closely with the Sales and Community teams to ensure operational services directly support a best-in-class member experience and high retention rates.
• Establish and monitor service standards to address member inquiries, maintenance requests, and space-related issues promptly and effectively.

Qualifications

• 12+ years
  of progressive experience in operations management, with at least
  7 years
  in a senior leadership role.
• Proven experience in the
  Coworking, Commercial Real Estate, Property Management, or Hospitality
  sectors is mandatory.
• Bachelor's degree in Business Administration, Operations Management, Real Estate, or a related field.
• Demonstrated ability to develop and scale operational processes across multiple locations.
• Strong financial acumen, including budgeting, forecasting, and P&L management.
• Exceptional leadership, communication, negotiation, and interpersonal skills.
• Proficiency with property management or operations software (e.g., CMMS, CRM systems, Hub spot).

Note:

The ideal candidate must be willing and able to travel extensively across our various operational centres throughout India. This position necessitates a high degree of flexibility regarding travel to ensure consistent service delivery, onsite client engagement, and effective oversight of regional operations.