**This role requires real estate expertise in Japan and native-level Japanese language skills.**
**この職位には日本における不動産業界での実務経験とネイティブレベルの日本語が必要とされます。**
Cove started with renting coliving spaces. Now we’ve expanded to more than just coliving spaces, providing flexibility for comfortable and enjoyable long term or short term stays in our beautiful properties. With over 6000 rooms across Singapore and Indonesia, we’re living our mission and growing our homes in South Korea and Japan.
Believing in the power of a team, we aim to build the leading tech flexible living platform in Asia Pacific, providing high quality and community-centric accommodations. Here we also encourage authenticity and fun to fully embrace being human in a driven and result focused environment to make things happen and ensure the dream becomes a reality.
Job Title: Business Operations Manager
Reports To: Country Director
Role Purpose: To lead ensure that all Cove tenants have an awesome living experience with us
What You’ll be Doing:
- Operation
- Managing the operations team for furnished apartments
- Deposit return procedures
- Planning and implementing community events
- Ensuring all Cove tenants have a great experience of checking in and out of our properties
- Overseeing the maintenance ticketing process to ensure that issues are resolved on time and in budget
- Dealing with tenant issues and complaints and escalating where necessary
- Ensuring Cove properties are maintained up to Cove standards and shaping and revising these standards as needed
- Developing and deploying new SOPs for the operations and community team
- Increasing efficiency and ROI for all operations processes
- Producing materials that improve workflows and knowledge sharing amongst the team
- Becoming the key ‘super-user’ of critical operations software to ensure that it is aligned to processes, used correctly and that Cove is maximising its potential
- Deployment of any new software to improve operations performance
- Conducting reviews of suppliers and external vendors and upgrading where necessary
- Analysing and reporting on operations performance data and sharing insights with the team and stakeholders to improve performance
- Tracking and reporting key KPI metrics for the operations team in relation
- to both the teams’ internal performance, and the performance of external vendors
- Recruitment and performance monitoring of the operations team
- Liaise effectively with other teams within Cove to improve cross functional working (ie. real estate, marketing, etc.)
- Creating a culture of continuous improvement within the operations team and company at large
- Maintaining strong NPS scores amongst tenant community
- Keeping number of open tickets below target
- Ensuring fast response time
- Regular team performance reviews
- Ensuring operations budget is not exceeded
- New project operation planning
- Operational consulting for employee facilities in Japanese resort areas
- Functions of common areas, selection of furniture and appliances
- Staffing and cost calculation
- Work related to the above
- Sales
- General sales support
- Understanding and analyzing the operating status of each property (occupancy rate, ADR, tenant attributes)
- Responding to inquiries received online
- Relocation companies and corporate clients
- System management from application, contract, to payment
- Rent appraisal for new properties, comps collection
- Work related to the above
- Marketing
- Leading the online marketing team
- SEM and PMAX data analysis and optimization suggestions
- Social media strategy development
- Reporting
- Regular reporting to investors regarding above
What Makes You a Great Fit:
- Essential
- Experience in co-living/furnished apartment industry or hospitality industry (Sales and Operation)
- Native level Japanese communication skills
- An undergraduate degree in any field (business related is a bonus)
- Minimum of 2 years experience in an operations/business role
- Excellent project management, organization, and written skills
- Preferred
- Experience working in an early stage start-up
- Experience in a customer facing/service environment
- People management
