As a Operations Manager at Circles, you will take ownership of a dynamic portfolio of workplace hospitality, concierge, and employee experience programs, serving as a strategic operational leader across multiple client accounts. This role is responsible for driving exceptional service delivery, optimizing team performance, strengthening client relationships, and ensuring operational excellence across diverse environments including healthcare, corporate headquarters, innovation campuses, and hospitality-focused workplaces.
Acting as the primary liaison between clients, Account Management, frontline teams, and internal departments, you will play a critical role in ensuring programs operate efficiently while consistently exceeding client expectations. This position requires proactive leadership, strong operational acumen, effective communication, and a passion for creating elevated hospitality experiences.
The Operations Manager will support onsite and hybrid teams across multiple accounts, traveling as needed to oversee operations, support launches and transitions, conduct training, address operational challenges, and foster a culture of accountability, hospitality, and continuous improvement.
Location & Travel Expectations The primary client account based in New Brunswick, New Jersey requires onsite operational support a minimum of one day per week, with additional onsite presence and coverage redundancy provided as business needs require. Scheduled onsite support days may vary based on operational demands, client priorities, staffing coverage, and program needs. This role also requires regular travel to support client launches, operational transitions, trainings, onsite team support, audits, hospitality activations, and business continuity efforts across assigned accounts. Flexibility to travel with limited notice is required.
Compensation for this role: $80,000 - $83,000 per year plus annual performance based bonus.
Key Responsibilities:
- Operations Account Ownership and Client Engagement:
- Serve as the operational lead for assigned accounts, ensuring alignment with client expectations and business goals.
- Oversee workplace hospitality and concierge programs across multiple client environments.
- Act as the primary liaison between clients, Account Management, onsite teams, and internal partners.
- Build strong relationships with client stakeholders and workplace partners.
- Represent Circles during client meetings, site visits, launches, and operational reviews.
- Continuously identify opportunities to enhance service delivery, introduce innovative hospitality solutions, and support growth opportunities within existing client partnerships.
- Resolve escalated client and employee concerns based on operational risks or service gaps with professionalism and urgency.
- Ensure teams consistently uphold both client and Circles service standards.
- Team Leadership and Development:
- Lead and support frontline hospitality and concierge teams across multiple locations.
- Foster a culture of accountability, engagement, and service excellence.
- Conduct regular team meetings, coaching sessions, and performance discussions.
- Oversee staffing, scheduling, PTO approvals, attendance, and daily operations.
- Support recruiting, onboarding, and training efforts in partnership with HR.
- Address performance concerns and employee relations matters in alignment with company policies.
- Encourage employee growth and ongoing development opportunities.
- Supervise daily activities by delegating tasks, scheduling, prioritizing activities, and upholding operating standards.
- Act as an ambassador of company culture by promoting engagement and encouraging active participation in company initiatives.
- Training, Coverage, and Onsite Support:
- Travel to client sites to support launches, training, operational transitions, and staffing support.
- Provide hands-on operational coverage during staffing gaps, events, or escalations.
- Conduct operational audits, service reviews, and client check-ins.
- Ensure teams are trained on SOPs, systems, hospitality standards, and client expectations.
- Support concierge servicing, visitor management, employee engagement, and hospitality activations.
- Strategic and Operational Excellence:
- Partner with leadership and Account Management to align operations with client goals.
- Lead operational initiatives, process improvements, and service enhancements.
- Maintain and update SOPs, training materials, and operational documentation.
- Ensure consistency in service delivery and operational standards across accounts through quality assurance initiatives, audits and compliance processes.
- Collaborate cross-functionally with HR, Marketing, Technology, Training, and Operations teams.
- Utilize systems including Salesforce, HS App, Quick Cases, visitor management systems, and reporting tools.
- Financial Oversight:
- Optimize staffing levels to meet operational needs while adhering to budgetary guidelines.
- Contribute to achieving financial targets, including revenue and unit operating profit (UOP) goals.
- Other job-related duties as assigned
Job Specific Competencies:
- Inspire and motivate the team to work cohesively.
- Communicate clearly in both verbal and written forms.
- Provide effective coaching and mentoring.
- Build professional relationships and maintain a positive image.
- Prioritize tasks and manage time effectively.
- Resolve conflicts and initiate solutions to improve productivity.
- Maintain a consistently approachable and professional image.
- Handle escalated customer concerns and prioritize tasks effectively.
- Proactively develop and reinforce operational standards, policies, and procedures.
- Create a positive work environment that fosters continuous learning and employee satisfaction
Requirements:
- 5+ years of operations, hospitality, workplace experience, concierge, or customer service leadership experience
- Experience managing multi-site or multi-client operations preferred
- Strong people leadership and coaching skills
- Exceptional organizational and communication abilities
- Ability to manage competing priorities in a fast-paced environment
- Experience with hospitality, concierge, workplace services, healthcare, or employee experience environments strongly preferred
- Comfortable navigating ambiguity and evolving operational needs
- Proficiency with Microsoft Office, Teams, Excel, and operational platforms
- Experience with Salesforce or similar CRM systems preferred
- Medical, dental, vision insurance starting the first day of the month after hire
- 401k with match
- Life insurance paid for by Circles
- Unlimited PTO
- Paid holidays
- Access to discount programs
- 4 Week sabbatical every 5 years
