About Cove: 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: Operations Manager - Japan

Job Type: Permanent, Full Time

Start Date: ASAP

Reports To: Country GM

Role Purpose: The Operations Manager would be responsible for deploying and improving Cove’s operations procedures to ensure all properties run smoothly. On a monthly basis, this role will need to maintain strong NPS scores amongst the tenant community, ensure properties across Japan area are all maintained to Cove standards, review regular team performance, and ensure the effectiveness of the operations budget. On a day-to-day basis, this role will need to maintain the number of open tickets below the target, ensure fast response time, and the tenant inquiries.

What you’ll be doing:

• Core member of the Cove leadership team.
• Managing the operations and community team
• 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 within 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 maximizing 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.
• Business English Skill both speaking and writing
• Managing the house keeping schedule (both for check-out and weekly cleaning).
• 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.

What makes you a great fit:

Essential

• Holds a Bachelor's degree in any field (business-related is a bonus).
• Minimum of 4 years’ experience in an operations/business role.
• Excellent project management, organization, and writing skills.
• Experience in a customer-facing/service environment.
• People management experience.

Preferred

• Experience working in an early-stage start-up
• 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

Benefits:

• Monthly Salary
  
• Performance-based commission paid during months when targets are achieved
• Full two-day weekend
• Golden Week (GW) holiday
• Year-end and New Year holidays
• Paid leave: 10+ days annually
• Health insurance
• Pension insurance
• Employment insurance
• Workers' compensation insurance

Working Hours:

• Monthly variable working schedule
• Standard hours: 9:30 AM–6:30 PM (8 hours actual work)