Manager of Office Operations

About the role

The Manager of Office Operations is responsible overseeing a team of Intake Office Coordinators by managing the overall client experience for current in-office clients and ensuring that their needs, expectations, and feedback are addressed. This role involves analyzing customer satisfaction data, leading a team focused on customer support, and implementing initiatives to enhance the customer journey. The ideal candidate should be customer-focused, data-driven, and have a passion for delivering excellent service. Additionally, the leader must be fluent in both English and Spanish. 

What you'll do

• Supervise, mentor, and develop a team of Intake Office Coordinators by providing guidance, support, performance management, and payroll responsibilities to ensure high levels of productivity and morale.
• Oversee and support IOC team member’s training and development.
• Collect and analyze customer feedback through surveys, client interactions, and testimonials to assess satisfaction levels.
• Identify trends and issues from customer feedback, and recommend solutions to improve the overall in-office customer experience. May be responsible for leading changes.
• Establish and maintain strong, trusted relationships with clients, anticipating their needs and proactively addressing concerns.
• Identify opportunities for upselling or cross-selling additional services to existing clients based on their needs and feedback.
• Develop and execute customer satisfaction strategies aimed at improving retention and overall satisfaction.
• Collaborate with other departments to align in-office customer satisfaction goals with company objectives.
• Establish and track key performance indicators for customer satisfaction and ensure that strengths and areas of opportunity are being shared with overall teams.
• Responsible for ensuring that IOC team is completing all required tasks and hold team accountable to responsibilities.
• Oversees the submittal of client fingerprints by the IOC team members.
• Accountable for ensuring that team members follow the payment and deposit process and follow all cash handling procedures properly.
• Serve as the point of escalation for complex or high-priority in-office client complaints, questions, or issues.
• Ensure that root causes of recurring issues are identified and corrective actions are implemented.
• Prepare regular reports on in-office customer satisfaction metrics and present findings to senior leadership.
• Use data and insights to track progress on satisfaction improvement goals and adjust strategies as needed.

Qualifications

• Bachelor’s degree in business management or related field preferred (5 or more years of experience may substitute for a degree) 
• 3-5 years previous work experience leading a team in a similar field 
• Possesses excellent bilingual (English & Spanish) interpersonal and communication skills, both written and verbal 
• World class customer service skills 
• Ability to lead and develop teams and individuals 
• Excellent time management skills with proven ability to meet deadlines and time manage themselves and others, including the ability to prioritize tasks to delegate when appropriate 
• Strong analytical and problem-solving skills 
• Highly proficient in Microsoft Office suite, Dropbox, and Case Management, or related software