Director of Operations - Valet Living
Baltimore, MD
About the Job
The Director of Operations plays a pivotal role in our organization, reporting directly to the Vice President of Operations
This influential position encompasses the responsibility of overseeing the daily activities within their designated region
The primary objective is to ensure optimal management and high-performance levels across the organization
Leveraging financial data and efficiency reporting as a foundation, the Director of Operations consistently evaluates, analyzes, and executes strategic processes and procedures, with a keen focus on enhancing operational excellence daily
Salary Range: $91,000 - $96,000 Bonus: Target bonus is 17.5% of annual salary (divided and paid out quarterly) Auto Allowance: You will be eligible to participate in an auto reimbursement program that provides a fixed bi-weekly payment and a monthly variable mileage reimbursement allowance
Travel: U p to 40% of the time Responsibilities: + Lead a team of Senior Operations Managers, Area Managers, and the supporting Service Valet workforce to ensure business growth, client retention and best-in-class customer satisfaction
+ Manage P&L and cost accountability, assuring all teams hit and maintain their budgeted targets
+ Implement and manage operations-related policies, practices, standards, and safety measures to ensure effective and consistent support and execution
+ Oversee resource planning to ensure the company is prepared to meet new operational challenges and capable of rapidly responding to new opportunities
+ Identify and monitor key performance indicators (KPIs) and operational metrics to assess performance/areas for improvement and develop action plans to drive operational excellence
+ Develop a trusted advisor relationship with client stakeholders to drive business growth within the assigned region
+ Deliver a consistently positive client experience and create partnerships at all levels of interaction to ensure long-term client retention & satisfaction
+ Perform regular audits of Valet Living’s customer service database and address all issues as needed
+ Ensure client feedback is communicated to the team and changes to service delivery strategies are implemented where required
+ Align the region’s priorities with the strategic direction of the Field Services and Sales organizations
+ Partner with Human Resources on the attraction and retention of service-minded talent, including actively engaging in talent acquisition processes, facilitating appropriate onboarding and orientation, performing ongoing performance evaluations, effectively resolving associate relations, and developing talent
+ Positively rally team around change management efforts and adoption
+ Participate in scheduled regional account reviews to validate compliance to service standards
+ Coordinate with the Fleet team on regional fleet needs
+ Ensure warehouse practices are established and controls are in place
Qualifications: + High school diploma or GED required; bachelor’s degree preferred
+ Minimum of 7 years of management experience, with at least 2 years specifically managing remote teams in multiple geographies
+ Proven experience in the retail, hospitality, home services, or relevant B2B services industry with a client-first strategy
+ Strong background as a General Manager is highly desirable
+ Proficiency in P&L or Cost Center Control, with a track record of effectively managing financial resources
+ Experience in implementing successful business remediation practices to address challenges and improve performance
+ Previous leadership experience in an organization with a large part-time workforce is preferred
+ Proven ability to build and lead high-performance teams, including recruitment, training, and staff development
+ Demonstrated commitment to a strong work ethic, integrity, and accountability
+ Excellent written and oral communication skills, with exceptional interpersonal abilities to engage with diverse audiences
+ Advanced project management skills, with keen attention to detail, strong problem-solving capabilities, and effective time management
+ Ability to thrive in a complex, fast-paced, high-pressure, and rapidly growing environment
+ Proficiency in MS Word, Outlook, Excel & Power Point
+ Track record of utilizing business analytics to drive efficiency, productivity, informed decision-making, and financial performance improvement
+ Proven ability to meet deadlines and efficiently prioritize multiple projects with a high level of effectiveness
Physical Requirements and Special Conditions of Employment: + Sedentary work that primarily involves sitting/standing while working on a computer + Valid driver’s license and ability to operate a vehicle in a manner consistent with local and state rules and regulations and company policy
Our full-time associates are provided with the following comprehensive, flexible benefits: + Health coverage for you and your family through medical, dental, vision plans + Healthcare Savings Account (HSA) plan with employer HSA contribution, Healthcare & Dependent Care Flexible Spending Account + 401k Savings Plan with matching company contribution + Paid Time Off program (up to 20 days PTO per calendar year plus 10 Holidays, 1 Floating Holiday & 1 Volunteer Day) + Support for continued education through tuition reimbursement of up to $5,250 per year & access to Valet Living online education center + Referral bonus program (up to $2,500 for each referral hired) + Pet insurance plan options + Financial protection through disability, life, accidental death & dismemberment, and business travel insurance + Associate and family assistance program + Associate Relief Fund + Associate discount program + Rewards and Recognition program + Free access to Torch Fitness (virtual program and events) The final compensation offered will be determined based on various factors, including the candidate's location, level of experience, and skill set
As such, it may fall outside the range listed above
The application window is anticipated to close 60 days from the date the job is posted
#LI-AC1 Are you a current Valet Living employee? If so, click here (https://www.myworkday.com/wday/authgwy/valet/login.htmld) to apply
Valet Living is an Equal Opportunity Employer that values the strength diversity brings to the workplace
We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law
Valet Living is committed to working with and providing reasonable accommodations to individuals with disabilities
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at accomodationrequest@valetliving.com and let us know the nature of your request along with your contact information
Please note, this is a dedicated e-mail box designed exclusively to assist applicants with accommodation requests in relation to Valet Living's recruiting process
Inquiries about the status of applications will not receive a response from this e-mail box
We will make accommodations during the recruitment process in accordance with applicable law
As the leading amenity-services provider in the multifamily industry, Valet Living offers unique career advantages, like our philosophy of “better tomorrow,” which means we invest in our associates with onboarding and training programs
Like working with the industry’s finest and a people-centric setting defined by recognition, rewards, and career pathing
And our Service Valet role includes the chance to earn, remain active, think, and enjoy me-time
Clearly, the difference is in our details
Join a growing industry leader where we care about the details that make a difference in your career: Valet Living
For nearly 30 years, we’ve provided the most-used amenity services in the multifamily industry
We deliver increased asset value, reduced workload for onsite staff and improve the resident experience
With industry-leading tech and 8,000+ trusted associates, Valet Living serves 2 million+ homes nationwide
Valet Living is a portfolio company of the private equity group GI Partners
http://valetliving.com Valet Living Associates: Privacy Notice, Effective Date: January 1, 2020 https://www.valetliving.com/applicant-privacy-notice/
