Operations Manager

Capitol Concierge Inc.; Columbia (MD); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Paid Time Off

Life Insurance

Medical, dental, and vision insurance

HRA Card

Education Assistance Program

401(k) retirement plan

Job summary

Capitol Concierge Inc. in Columbia, MD is seeking an Operations Manager (Residential Properties) to oversee a team of concierges and managers, ensuring service excellence across sites.

You will drive performance, develop service plans, and maintain strong relationships with property management partners in a fast-paced, client-focused environment. The ideal candidate has 3–5 years of leadership in customer service or sales management, strong organizational skills, and proficiency with MS Word and

Qualifications

• High school diploma required; bachelor’s degree preferred.
• 3–5 years of customer service, sales management, administrative management, or similar leadership experience.
• Strong interpersonal and communication skills.
• Highly organized with the ability to manage multiple tasks and deadlines.
• Strong sense of urgency and proactive work style.
• Proficiency in Microsoft Word and Excel; experience with PowerPoint or Publisher is a plus.
• BuildingLink experience strongly preferred.

Responsibilities

• Manage and direct concierge performance at assigned sites.
• Serve as the primary point of contact for concierges, offering guidance, coaching, and problem resolution.
• Partner with concierges to develop customized building service plans and support the implementation of approved strategies.
• Monitor punctuality, attendance, dress code compliance, order processing, reporting, and policy adherence.
• Address and elevate HR-related needs to HR and Property Management as appropriate.
• Conduct performance documentation including write-ups, recommendations, acknowledgements, and annual reviews.
• Complete Concierge Visit Forms, review with staff, establish objectives, and submit forms daily to HR.
• Represent concierge concerns and questions to senior leadership.
• Monitor and review concierge service activity on a weekly and ongoing basis.
• Coach concierges to meet performance standards and achieve service activity goals.
• Develop service goals and support concierges in achieving them.
• Conduct regular property management visits to validate service quality.
• Plan and assist in staff events and recognition efforts.
• Facilitate new hire training and ongoing employee development.

Skills

Customer service

Sales management

Administrative management

Leadership

Interpersonal skills

Time management

Education

High school diploma

Bachelor’s degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Publisher

BuildingLink

Job description

Operations Manager (Residential Properties)

Location: Hybrid – Columbia, MD

Position Summary

At Capitol Concierge, we do more than provide service. We create experiences that give people their time back. For over 35 years, we have partnered with residential and commercial properties to deliver concierge services that elevate lifestyle, build community, and support work-life balance.

The Operations Manager is responsible for providing daily oversight, leadership, and support to a team of concierges and/or managers. This role ensures adherence to Capitol Concierge policies and procedures, oversees staffing and performance, and fosters strong relationships with property management partners. The Operations Manager develops service plans, supports concierge performance, and contributes to overall organizational success in a fast-paced, service-oriented environment.

Key Responsibilities

Concierge Support and Field Oversight

• Manage and direct concierge performance at assigned sites.
• Serve as the primary point of contact for concierges, offering guidance, coaching, and problem resolution.
• Partner with concierges to develop customized building service plans and support the implementation of approved strategies.
• Monitor punctuality, attendance, dress code compliance, order processing, reporting, and policy adherence.
• Address and elevate HR-related needs to HR and Property Management as appropriate.
• Conduct performance documentation including write-ups, recommendations, acknowledgements, and annual reviews.
• Complete Concierge Visit Forms, review with staff, establish objectives, and submit forms daily to HR.
• Represent concierge concerns and questions to senior leadership.

Service Activity and Performance Management

• Monitor and review concierge service activity on a weekly and ongoing basis.
• Coach concierges to meet performance standards and achieve service activity goals.
• Develop service goals and support concierges in achieving them.
• Conduct regular property management visits to validate service quality.
• Plan and assist in staff events and recognition efforts.
• Facilitate new hire training and ongoing employee development.

Reports To: Director of Operations

Qualifications

• High school diploma required; bachelor’s degree preferred.
• 3–5 years of customer service, sales management, administrative management, or similar leadership experience.
• Strong interpersonal and communication skills.
• Highly organized with the ability to manage multiple tasks and deadlines.
• Strong sense of urgency and proactive work style.
• Proficiency in Microsoft Word and Excel; experience with PowerPoint or Publisher is a plus.
• BuildingLink experience strongly preferred.

Our Values

• Integrity — Acting with honesty and strong moral principles.
• Loyalty — Commitment to the team and company.
• Passion to Serve Joyfully — Serving others with respect and a positive attitude.
• Accountability — Taking responsibility for actions and performance.
• Transparency — Communicating openly and clearly.
• 100%, 100% of the Time — Dedication to consistently going above and beyond.

Value Alignment Questions

• Do you do what is right, even when no one is watching?
• Do you take ownership of your work and the company?
• Do you serve others gladly and treat everyone with respect?
• Do you take responsibility for your performance and seek improvement?
• Are you trustworthy?
• Do you keep your commitments?

What We Offer

Full-Time Employees

• Paid Time Off (vacation, personal, and sick leave).
• Company-paid life insurance ($35K for concierges, $50K for management).
• Medical, dental, and vision insurance with a 100% employer-paid option.
• HRA Clarity Card ($250 company-paid with medical enrollment).
• Voluntary benefits: Short-term disability, long-term disability, supplemental life.
• Flexible Spending Account (FSA).
• Education Assistance Program.
• 401(k) retirement plan.

Part-Time Employees

• Sick leave.
• 401(k) retirement plan.

Equal Opportunity Employer

We consider all qualified applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other legally protected characteristic.