Operations Executive - #1092347

Role Overview: The Community Operations Executive is responsible for overseeing a group of Figment properties, ensuring an exceptional member experience, fostering a sense of community, and overseeing property maintenance. The role demands a proactive approach to service, strong organizational skills, and the ability to enhance tenant satisfaction and retention through outstanding operational support, engagement initiatives, and facilities oversight.

Key Responsibilities Performance Metrics:

Member Experience & Satisfaction (30%)

• Serve as the primary point of contact for assigned members, addressing concerns promptly and professionally.
• Achieve a 50%+ member satisfaction score based on regular feedback surveys and Net Promoter Score (NPS).
• Maintain a response time of for member queries and requests.
• Ensure seamless onboarding and offboarding experiences, with structured communication and process adherence.

Community Building & Engagement (20%)

• Organize at least 3 community events per quarter to foster a strong tenant network.
• Establish and maintain partnerships with relevant local businesses for member perks and engagement.
• Increase tenant participation in community initiatives, measured by attendance rates and feedback.

Operational Excellence & Issue Resolution (20%)

• Proactively identify and resolve operational issues related to the properties.
• Maintain a 100% resolution rate for member complaints and maintenance issues within agreed timelines.
• Work cross-functionally with internal teams to improve property standards and service levels.

Facilities Maintenance & Property Oversight (10%)

• Oversee maintenance requests and ensure timely resolution of property issues.
• Coordinate with external vendors and service providers for routine and emergency maintenance.
• Conduct regular property inspections to ensure high-quality living standards.
• Implement preventive maintenance schedules to reduce long-term property issues.

Sales Assistance & Showings Support (10%)

• Assist the sales team in coordinating and conducting property showings for potential tenants.
• Provide detailed property information and highlight key features to prospective tenants.
• Ensure properties are well-presented and ready for viewings.
• Gather feedback from prospects and share insights with the sales team for continuous improvement.

Strategic Input & Continuous Improvement (10%)

• Represent tenant interests in company discussions regarding product and service enhancements.
• Provide structured feedback and insights to optimize the Figment experience.
• Contribute to process improvements that streamline operations and enhance efficiency.

Key Competencies Skills:

• High Emotional Intelligence (EQ): Strong interpersonal skills to navigate diverse tenant needs.
• Problem-Solving Proactiveness: Ability to troubleshoot issues independently and take swift action.
• Time Task Management: Capacity to juggle multiple priorities with clear action plans.
• Communication Mediation: Ability to negotiate and mediate effectively between tenants and stakeholders.
• Hospitality Property Management Mindset: Background in hospitality, tourism, property management, or facilities maintenance is highly preferred.

Success Indicators:

• Member Retention Rate: Target 85% renewal rate for existing tenants.
• Community Engagement: Growth in event participation and partnership effectiveness.
• Operational Efficiency: Reduced number of unresolved maintenance or service issues.
• Facilities Upkeep: High property maintenance standards with minimal downtime.
• Service Ratings: Maintain high NPS and positive tenant feedback.

Ideal Candidate Profile:

• University diploma required
• 1-3 years of experience in hospitality, tourism, customer service or property management.
• Passionate about community-building, property oversight, and delivering top-tier service.
• Thrives in a fast-paced startup environment and is eager to make a tangible impact.