Reporting to the Head of Operations, we have an exciting new opportunity for a Regional Operations Manager to join our team in Keswick. You'll be responsible for our teams across several different geographic patches, which are positioned within some of our high-density areas when it comes to properties. This is a rare opportunity to become a critical team member with the market leader in an increasingly competitive market. You'll be responsible for managing your team to deliver operational excellence at a local level, in a role which will see you trusted to implement new ways of working and enhance working practices, as well as managing the day to day operations.
The Regional Operations Team is responsible for delivering Operational Excellence to our Owners and Guests, at a local level. We do this through ensuring consistent operational standards when it comes to cleanliness, maintenance, service delivery and guest check-in, and it will be your role to motivate our teams to deliver a passionate, customer-focused strategy that accommodates the needs of our home-owners and guests. Regional Operations presents one of the biggest growth opportunities available within Awaze and we are building a team of commercially savvy, operationally minded and ambitious people to help us fulfil our potential.
This is a genuinely exciting role for an operationally-focused team member who enjoys building fantastic teams which delight owners and guests through amazing local service delivery.
Role: Regional Operations Manager
Location: Keswick
Full-time, permanent (35 hours per week)
Saturday availability essential
9am–5pm office hours
What you'll be doing
We know it sounds a cliché, but this is a role where no two days are the same. Some of your key responsibilities will include:
Managing your team to deliver excellent operations to our owners and guests, ensuring a consistently high quality when it comes to cleaning, maintenance and check-in on a daily basis.
Delivering operational excellence through decision making that is led by data.
Testing new products/features; you'll collaborate closely with our Service Delivery teams to test and roll out new features or products that address customer needs and enhance our service.
Working cross-functionally with other teams throughout the wider Awaze business to test best practice.
Participating in large scale projects, both from a project management and an execution perspective; you'll be involved in multiple projects, which you'll have the ability to implement in a fast-paced environment
Setting and monitoring KPI's for the team as well as reporting back to the Head of Operations on regional KPI's
Setting team objectives and evaluating these on a monthly basis with each team member, culminating in a yearly performance review.
Recruitment of new team members who share the company values and will deliver excellent customer service.
Guest and owner management including complaints should they be escalated to you.
Key skills we need
Experience of managing and motivating an operations team
Experience of managing teams remotely and get the best out of them
Experience leading operational change
Adaptability and a passion for taking the initiative in a fast-paced and ever-changing work environment
Demonstrable experience of making decisions using data to drive change
Analytical thinking and a comfort in "failing fast" through experimentation
A creative approach to operational problem solving, with tangible examples
Adaptability and a passion for taking the initiative in a fast-paced and ever-changing work environment
Due to the nature of this role, a full, clean driving license is also essential, as you'll be expected to visit our homes and will need the ability to be present in the offices that you're responsible for on a regular basis
Equally as important as all the technical "stuff", we're looking for someone who is hungry to learn, irrespective of their seniority. We don't believe in standing still (we work in travel, after all), but instead think that everyone should be learning, all the time. Whether it's a new analytical tool, an industry event or a mentoring opportunity, we will support you to grow your skillset.