Senior Operations Manager
1 day ago
We are seeking a highly skilled Senior Operations Manager to lead our Shanghai operations team and ensure exceptional service quality and booking accuracy. The ideal candidate will have 5-6 years of experience in customer-focused roles within real estate, tourism, education, and/or travel industries in sales positions. Key responsibilities include managing the operations team, developing working processes and SOPs, and implementing member engagement activities. The successful candidate will have excellent communication and influencing skills, with the ability to represent the department at internal meetings and deal with key relationships from all levels within the organization.
Key Responsibilities:
- Manage Shanghai operations team to ensure service quality and booking accuracy
- Develop working processes and SOPs, day-to-day train, supervise, and lead the operations team to follow company processes and ensure tour quality
- Well understand branded service standards, company systems, and processes, then adapt and localize owner service to maintain Chinese member satisfaction at a high level
- Develop, plan, and implement member engagement activities
- Efficiently respond to inbound WeChat Member Servicing platform within a three-hour turnaround
- Manage and complete New Member onboarding program
- Management and distribution of Member Kits to Members
- Process all Member bookings efficiently and within a timely manner
- Cross-training of non-member marketing, including Minivac booking process and selling of vouchers to consumers
Requirements:
- 5-6 years experience in customer-focused roles within real estate, tourism, education, and/or travel industries in sales positions
- Hospitality industry reservation and services-related working experience in manager roles
- Good computer skills, including previous experience using MS Word, Excel, Outlook
- Strong communication and influencing skills
- A positive, professional manner with the ability to represent the department at internal meetings, dealing with key relationships from all levels within the organization
- Ability to efficiently multi-task, including excellent organizational and time management skills
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