Operations Manager

About Us:

We are a premier vacation rental cleaning service based in Hawaii, dedicated to maintaining the highest standards of cleanliness and reliability for our clients. We're searching for a skilled offshore agent in the Philippines who can blend operational expertise with top-notch customer support. This individual will help us deliver seamless service to our clients and support our team of cleaners.

Position Overview:

We're looking for an experienced Operations Manager to oversee our day-to-day operations while providing exceptional customer support to both clients and cleaning contractors. This role is ideal for a self-driven professional who excels at multitasking, problem-solving, and handling operations in a dynamic environment. Reporting directly to our Operations Director, the Operations Manager will be a crucial part of our team, working to maintain smooth operations and positive client relationships.

Key Responsibilities:

Customer and Client Support: Provide responsive, courteous support to clients via phone, email, and chat. Address questions, manage bookings, and maintain strong client relationships.

Contractor Coordination: Serve as the main point of contact for our cleaning contractors, ensuring clear communication of job details and schedules.

Booking and Scheduling Management: Coordinate and manage client bookings, dispatch jobs to cleaning contractors, and keep schedules updated.

Administrative Assistance: Support the Operations Director by managing daily administrative tasks, such as processing payments, sending communications, and updating schedules.

Inquiries Handling: Respond to inbound calls from potential new clients, providing initial information about the company.

Routine Operations Tasks: Charge client cards, send reminders and schedules, and handle other routine operational tasks as needed.

Qualifications:

Experience: Minimum 5 years in a customer support or virtual assistant role, preferably in the call center industry or with remote management experience. Preference for experience working in hospitality management or the home services industry.

Communication: Excellent English communication skills (written and verbal).

Organizational Skills: Strong multitasking abilities, able to prioritize effectively in a fast-paced setting.

Problem Solving: Ability to quickly assess situations, think creatively, and resolve issues with minimal oversight.

Tech Savvy: Comfortable with basic software tools and quick to learn new systems.

Customer Service Focus: Demonstrated experience providing high-level customer support with professionalism and empathy.

Team Collaboration: Strong interpersonal skills and the ability to maintain clear communication across teams.

ShoreXtra Perks

Day 1 HMO Coverage

Monday to Friday, 3am - 12pm PHT

Shorelife Perks (gym membership discounts and more!)

Engaging Monthly Activities

Free and Unlimited Barista-Style Coffee

Free Parking and Shuttle Services

Employee Referral Incentives (Bronze)