Operations Manager

Planned Companies; San Francisco (CA); On-site; USD 75,000 - 90,000; Full time

Job summary

Planned Companies is seeking an Operations Manager in San Francisco to lead a Concierge team, ensuring top-tier service while managing payroll budgets and field operations. You will recruit, train, and supervise staff, coordinate with vendors, and ensure client satisfaction across multiple portfolio sites.

The role requires strong hospitality management and budget awareness, with travel to SF Bay Area locations as needed; full-time, on-site schedule, with opportunities for bonus income.

Qualifications

• Experience in a field supervisory or management level position.
• Background in customer service and hospitality management.
• Ability to coach and mentor team members.
• Skill to multi-task and work in a team environment.
• Comfort learning about local events, restaurants, and venues.
• Proficiency with Microsoft Word and Excel.

Responsibilities

• Ensure Concierge Operations align with expectations of management and the board.
• Maintain client satisfaction and contract retention.
• Provide warm welcomes and fond farewells to clients and guests.
• Recruit, train, mentor, and motivate team members.
• Train staff to respond quickly to emergencies.
• Use the scheduler to manage payroll budget compliance.
• Complete payroll tasks by deadlines.
• Develop a network of client services (car service, dry cleaning, etc.).
• Oversee contractor arrivals/departures and client site visits.
• Cover shifts to maintain staffing levels and train sessions.
• Attend meetings and ensure staff participation in trainings.
• Travel to portfolio sites for site visits and field work.

Skills

Field supervision

Team leadership

Customer service

Hospitality management

Budgeting

Interpersonal communication

Multi-tasking

Emergency response

Tools

Microsoft Word

Microsoft Excel

Internet

Job description

Planned Companies – Operations Manager – Job Description

Schedule: Monday-Friday 8:30AM-5:00PM

Pay Rate: $75,000-$90,000 + Bonus

Additional Income: $400 biweekly travel expense

Location: San Francisco CA

Summary

A Concierge Manager ensures exceptional service is provided to all residents and their guests. This role is responsible for engineering a professional Concierge team that maintains the building lobby and upholding our Customer Service Standard while carrying out all workplace expectations and policies including financial management to ensure payroll budgetary goals are met.

Primary Job Responsibilities

• Ensures the Concierge Operations are operating effectively and in accordance with Property Management and/or Board of Directors' expectations.
• Maintain Client Satisfaction which will result in the retention of the Contract.
• Ensures each client and guest receives a Warm Welcome and Fond Farewell.
• Recruits, trains, motivates, supervises, and mentors team members - leads by example.
• Ensure that all team members are trained to react intelligently and quickly to all emergency situations.
• Use Company Approved Team Scheduler to ensure payroll budget compliance.
• Complete necessary Payroll Tasks by Company deadlines.
• Produces a wide network of offerings to clients, including but not limited to car service, dog walking, dry cleaning, grocery delivery, etc.
• Smooth operation of contractor arrivals/departures and realtor/home buyer visits.
• Covers shifts for team members to ensure proper staffing requirements are maintained.
• Attends company meetings/trainings and ensures all team members participate in company training sessions.
• Weekend site visits, at least once per month, are an expected part of the role.
• Occasional swing-shift and overnight visits are required for quality control, client engagement, and team support
• Bilingual candidates are preferred but not required.
• Candidates must be articulate, professional, and comfortable spending approximately four days per week in the field.
• This is a highly operational, field-focused position and should not be viewed as an administrative or primarily work-from-home role.

Market Responsibility (must be willing to travel to the following)

• San Francisco
• Oakland
• Emeryville
• San Jose
• Santa Clara
• Alameda

Requirements

• Experience in a field supervisory or management level position, previous janitorial or hotel-like atmosphere.
• Professional background in customer service and hospitality management.
• Must be hospitality driven and offer any necessary assistance to clients and guests.
• Must be able to coach and mentor team members.
• Must possess the ability to multi-task.
• Must possess ability to work in a team environment.
• Must be able to proactively learn about all events, happenings, restaurants, etc. in the local neighborhood.
• Basic knowledge of Microsoft Office (Word & Excel) and the Internet.
• Proven organizational skills that exemplify attention to detail from beginning to follow-up on each project undertaken.
• Proven leadership ability to develop and motivate team members and effectively provide supervision as well as train members to deliver high level customer service.
• Effective interpersonal communication skills (written and oral) with ability to engage positively with clients.
• Diplomatically handle delicate and challenging client concerns.
• Must be well versed in budgetary and cost control responsibilities.
• Ability to lift 50 pounds.
• Customer service: 5 years (Preferred)
• Security experience: 3 years (preferred)
• Reliable means of transportation to travel to portfolio sites

Benefits

• Full-time employees (defined as working 30 or more hours per week) are eligible for medical, dental, vision and other ancillary benefits.
• All employees (full-time and part-time) are eligible to participate in the company’s 401K which has an employer match.

“Planned Companies is an equal opportunity employer. Planned Companies does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in the provision of employment opportunities and benefits.”