Manager of Operations

Lessen is one of the fastest growing companies in the real estate services industry. Our proprietary technology platform provides clients with portfolio dashboards, the ability to review and approve project estimates, check in on project progress in real time and pay vendors all in one place! But we aren’t just a tech company. We are also a property service delivery company offering renovations, turns and maintenance to residential and commercial clients. Lessen recently acquired SMS Assist, an industry-leading facilities maintenance technology and delivery company. The new combined national footprint will serve more than 250,000 properties, facilitate approximately 2.5 million repair and maintenance orders, and complete nearly 20,000 renovation and turn projects per year. Lessen has quickly evolved from exciting startup to valued partner, delivering scalable and turnkey property services to our clients.

The Manager of Operations provides leadership, support, and ensures alignment to the strategic direction driven by leadership to a team. This position is responsible for high operational output & performance, forecasting, scheduling, intra-day, and/or change management, along with delivering operational excellence. Additionally, this position is responsible for creating and developing relationships with internal and external clients.

What You'll Do:

• Provide analytical support for the department and leadership; creatively develop workforce staffing solutions, daily workforce schedules and intra-daily scheduling solutions
• Create work order forecasts by drawing on historical, current, and metric-based data
• Develop and present industry/market research findings, trends, benchmarking and other pertinent information to internal teams, clients and senior leadership
• Analyze trends and gather input critical to operations to ensure optimum productivity and operational results are accurately reported
• Drive operational efficiency by managing team Key Performance Indicators (KPIs) and SLAs
• Analyze data and forecast potential impacts to operations; ensures ability to meet SLAs for all team activity
• Develop key client relationships; collaborate with key stakeholders in markets to devise solutions to client issues
• Work cross-functionally with other teams to manage vendors in region(s); make strategic decisions about capacity planning and fulfillment of services
• Contribute to various strategic projects that drive better outcomes, improved efficiencies, technology enhancements and scalability for the department
• Identify business opportunities based on analysis reports; examples include consolidating queues, changing hours
• Coordinate and track productivity; provide ongoing detailed variance explanations and recommends solutions when needed
• Attend regular client status meetings, if applicable
• Responsible for delivery and development of the capacity planning function as a key member of the contact center leadership team, if applicable
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

You Should Have:

• Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required
• Proficient in all people management processes, including recruitment, performance management and reward
• Proficient in building, growing and developing a team; including department structure design and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence

Preferred Requirements:

• Bachelor’s degree
• 6 + years business experience, including 5 or more years building and/or managing accounts/stores/regions, particularly within the retail industry
• Experience managing and leading individuals or small teams
• Trade experience preferred
• Facilities industry experience preferred

Why Lessen:

· Competitive compensation

· Dental, Vision, Life, Disability options

· 401K retirement savings plan

· Paid vacation, federal and floating holidays

· Maternity/Paternity Pay

· Career advancement opportunities

· All the tools you’ll need to be successful

Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.