Head of Operations

At Cove we reward and praise strong performance and strive to produce zero-defect results. We always aim for excellence and to always have the mindset of continuous improvement. In achieving results, we still make work fun and we completely value our team as people, not just resources in which we display care as well as empathy. Celebrating success with our team is also our priority and we highly encourage integrity and transparency.

**Job Title**: Head of Operations and Tenant Experience, Singapore

**Job Type**: Permanent, Full Time

**Start Date**: ASAP

**Reports To**: Sophie Jokelon, Co-founder and Operations Director

**Role Purpose**: To own Cove’s tenant experience end to end ensuring we have comfortable properties and a thriving community

**Roles and Responsibilities**:

- Core member of the Cove leadership team
- Ownership of the company opex budget
- Improving cost efficiency of our operations through new technologies, processes and other initiatives
- Managing the operations and community team (about 10 reports)
- 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 to find resolutions that work for everyone
- Ensuring Cove properties are maintained up to Cove’s high standards and shaping and revising these standards as needed
- Developing and deploying new SOPs to ensure consistency of quality and performance standards
- 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 KPIs 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 and community team
- Liaising 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

**Deliverables**:

- Maintaining strong NPS scores amongst tenant community
- Maintaining opex spending in line with company target
- Keeping number of open tickets below target
- Ensuring properties are all maintained to Cove standards
- Ensuring fast response time
- Regular team performance reviews
- Ensuring operations budget is not exceeded

**Experience and Qualifications Required**:
**Essential**
- An undergraduate degree in any field (business related is a bonus)
- Minimum of 5 years experience in operations /business roles
- Experience working in a fast paced, high growth, startup environment
- Excellent project management, organization, and written skills
- Experience in a customer facing/service environment
- People management experience

**Preferred**
- Experience in hospitality
- Experience in facilities management

**Core Skills/Competencies**:

- Excellent spoken and written English
- Customer service
- Self-motivated and takes responsibility
- Analytically minded
- Ability to be flexible deal with ambiguity
- Attention to detail

**What’s in it for You**: Working for Cove gives you the opportunity to join an exciting young start-up incubated through Antler.co. There will be lots to learn as you’ll be working directly with the three co-founders Sophie, Luca and Guillaume and get to experience first hand what it takes to get a new high-growth business off the ground. In your role, you’ll have the opportunity to hit the ground running and take ownership from day one. We will always welcome your inputs and ideas and actively encourage your development. The team is fast paced, hard-working and expects results but we also highly value our employee engagement and are committed to a human and empathetic environment with plenty of fun thrown in.