Junior Resident Experience Manager (Operations)

We’re Alfred, and we’re building the future of living. We provide resident‐first software and services to deliver in‐home support and local experiences. We’re building a future where everyone has the help they need to make time for the people and things that matter most. Since 2015, we’ve completed millions of services and saved our members countless hours across more than twenty cities.  

At Alfred we create experiences that save time, connect, and delight our customers. The Junior Resident Experience Manager (JRxM) is responsible for leading a select team of Alfred & Operations team to deliver exceptional service and hospitality to our members, through efficient operations. Further, the JRxM is responsible for building and maintaining relationships based on trust with members and marketplace vendors, supporting the team in high-quality service delivery. The ideal JRxM is an inspirational leader who can motivate and engage front-line employees to deliver exceptional service in an efficient and cost-effective manner. 

• Lead and empower the Alfred & Operations team with a collaborative, all hands on deck approach 
• Connect with people of all types and backgrounds, forming meaningful relationships 
• Build meaningful partnerships with vendors, articulate the unique values of the company in a positive and compelling manner 
• Problem solve quickly and effectively to give real-time solutions to Alfred & Operations team on execution of services within the buildings. Effectively leveraging our third party vendors to service our members and residents at the highest level.

• Problem solve for Alfred & Operations team in real-time to ensure operational efficiency and member satisfaction by responding to service requests for assistance and to building requests in the company expected timeframe 
• Proactively nurture a healthy service-oriented culture, embracing omotenashi and implementing world-class standards of service delivery 
• Inspire the highest level of service commitment from each team member providing thorough and regular strengths-oriented feedback, based on member feedback and manager observation 
• Work with Regional Manager to lead through example in service to our members, responding quickly and positively to all inquiries and escalations 
• Continually promote our Alfred services to our members, prospective service leads and other residents, encouraging service engagement and increases in membership and overall service utilization 

• Work with Manager to effectively hire, develop, give feedback to and inspire Alfred & Operations team as required, meeting EDI objectives (in conjunction with Talent, L&D) 
• Motivate and inspire Team to bring out their highest level of performance, generating individual commitment over compliance
• Function as a coach to develop individual members of the team, tailoring their development to their strengths and areas of improvement, providing ongoing feedback, and ensuring they are up to date with world-class customer experience & hospitality standards 
• Drive efficiency and efficacy of Alfred & Operations team ensuring successful outcomes, meeting KPIs, and building relationships with partners, residents and members 
• Keep teams safe by enforcing safety protocols and standards, including daily COVID screenings, incident reporting, and anti-harassment training, security compliances  in conjunction with the Learning Team. 
• Work with Regional Manager to anticipate future market growth and workforce changes, protecting the region from an understaffed or under-equipped team. 
• Convey to greater Operations Team upcoming and necessary updates in collaboration with Marketplace team and Customer Experience.
• Resolve all service errors and service escalations relating to onsite, marketplace, and resident feedback

• Oversee and manage all cost efficiency metrics for the region by reviewing market controllable metric reviews and responding proactively to anticipated inefficiencies
• Ensure Alfred & Vendor runs and service deliveries are efficient and that associated expenses are minimized
• Ensure timesheets and payroll are accurate and submitted on time, and that each employee is taking required breaks

• Collaborate with the Regional Manager to improve regional profitability through increased service efficiency and through driving the Alfred Platform in buildings
• Partner with the Regional Manager to identify vendor partnerships that support EDI initiatives and promote local market services and vendors 
• Collaborate with the regional team to ideate and implement efficiency strategies and tests, partnership strategies with vendors, and the development of regional business plans 
• Partner with Learning team to ensure training for Alfred & Operations team are tailored for your region, but meet our national standards of service delivery excellence
• Represent the field perspective through proactive communications and participation with HQ teams 

•  Trustworthy, empathetic, have integrity, and an aspiration for excellence 
•  Self-motivated and strong innovation management skills 
•  Interpersonal savvy and an ability to interact with people 
•  Ability to drive business strategies across the region 
•  Strong written & verbal communication skills

• Practice empathy 
• Conduct yourself with the highest integrity 
• Are thoughtful, self-reflective, and always open to growing 
• Speak up with radical candor 
• Approach your work as an owner 
• Have a high and ever-climbing bar for excellence 
• Always do things the right way, even when it’s harder
• Believe that #OneTeam is greater than the sum of its parts 
• Leave no loops open

• Equity, Diversity, and Inclusion working group
• Unlimited PTO
• Weekly Seminar Learning Sessions
• Culture of Promoting from Within 
• 100% coverage of Medical, Dental and Vision Premiums for Employees
• FSA & HSA options
• Quarterly Feedback Reviews 
• 401K