Operations Manager

Key Responsibilities

• Operations Account Ownership and Client Engagement
• Resolve escalated client and employee concerns
• 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
• Train and support frontline hospitality and concierge teams
• 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
• 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
• 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
• 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

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