Site Operations & Client Relations Lead

K2 Services; San Francisco (CA); On-site; USD 54,000 - 90,000; Full time

Job summary

Opensity Solutions seeks a Client Relations Manager to oversee client services delivered across multiple lines at a client site. You will train, motivate and supervise staff to uphold standards and enhance the Workplace Experience.

The role reports to the Client Relations Director and demands collaboration with teams nationwide. With a strong focus on operations, you will manage staffing, performance and service metrics while driving continuous improvement and best practices in service delivery.

Qualifications

• High School Diploma is a must.
• Bachelor’s in business management preferred or related discipline.
• Previous supervisory experience in a client service-oriented field.
• Detail oriented with good attention to detail.
• Good verbal and written communication skills.
• Strong initiative; ability to work independently with minimal supervision.
• Ability to lead others in a professional manner.
• Working knowledge of Microsoft Word, Excel and Outlook.
• Ability to lift or move 40 lbs. or greater.
• Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs.
• Ability to walk, bend, kneel, stand or sit for an extended period of time.

Responsibilities

• Manages Concierge, Conference Services, Mail, & Print Services, and Facilities
• Ensuring all daily activities are executed according to Standard Operating Procedures
• Creates and maintains Site Operations Manuals and SOPs to ensure all services operate smoothly
• Reviews metrics collected for all departments to ensure it is accurate and ready for Director to present to the client
• Provide client and Director with weekly summary of operational updates including staffing, escalations, observations, risks, and enhancements
• Connect with counterparts to share best practices and provide service recovery
• Problem solve and support escalations for service lines
• Daily support liaison between client and Opensity Solutions; manage day-to-day operational requirements with onsite staff ensuring 100% client satisfaction
• Ensure all playbooks and documentation is up to date
• Manage all response to requests, inquiries and issue relations are handled in a timely manor
• Provide and assist all client customers to provide a high level of service and satisfaction to all client customers
• Enforce partnership with client through scheduled and non-scheduled operational meetings, industry standards and monthly activity, Executive (re)Imagine Exchanges and volume reports
• Evaluate, design and introduce new best practices in services, staffing and technology on a regular basis
• Identify key performance indicators and manage all SLA requirements
• Responsible for staffing decisions, including interviewing, hiring, mentoring, and performance management of employees
• Foster and promote cooperative working climate, maximizing productivity and employee morale
• Monitor Opensity Solutions staff time, attendance, dress code and policies; coordinate scheduling and time off coverage schedules for entire onsite operations
• Partners with People Solutions to manage all associate-related issues, policy administration, salary planning, promotions, recruiting, retention and terminations as required.
• Work with teams to create short- and long-term goals to ensure client expectations are met.

Skills

Staff supervision

Leadership

Client service

Communication

Time management

Education

High School Diploma

Bachelor’s degree in business management or related

Tools

Microsoft Word

Excel

Outlook

Job description

Opensity Solutions seeks a Client Relations Manager to oversee client services delivered across multiple lines at a client site. You will train, motivate and supervise staff to uphold standards and enhance the Workplace Experience.

The role reports to the Client Relations Director and demands collaboration with teams nationwide. With a strong focus on operations, you will manage staffing, performance and service metrics while driving continuous improvement and best practices in service delivery.