The Operations Manager is accountable for the overall operational health and performance of the site(s), as well as the effective execution of all daily student activities. This includes the management of both on-site and off-site classrooms, oversight of campus administrative tasks, maintenance of internal and external relationships, and the training and supervision of all Site Managers and Customer Service Representatives. The Operations Manager’s performance is evaluated based on the achievement of established performance goals, customer engagement objectives, and profitability targets.
What You'll Do:
Establishes a professional, customer service-oriented atmosphere in the pursuit of the highest level of customer satisfaction for all students and customers
Reviews and evaluates location and company statistics, including key metrics and performance indicators, on a daily, weekly, and monthly basis, and reports findings to leadership to support the brand's growth and overall health.
Establishes goals and priorities for the site(s) and staff to drive continuous growth and development, fostering both employee advancement and the progression of the brand.
Executes goals and priorities outlined in the Real Estate flywheel within respective territory/brand and leads local teams to completion.
Manages staff engagement and conflicts resulting from standard business practices, prioritizing a positive atmosphere and an engaging/welcoming environment for employees.
Responsible for providing information to students and prospective students for all courses and programs offered by ASREB/Hogan.
Ensures the campus location(s) is/are properly staffed and open during all regular operating hours. This includes onsite testing hours which may vary from classes. which may vary from normal class times which may include evenings or weekends.
Schedules upcoming classes in coordination with the B2B Manager, Market Leader, and Education Manager to optimize opportunities for students and instructors, while managing schedule cadence to meet student demand and reviewing performance quarterly to suggest adjustments to the Market Leader.
Plans and organizes the site to achieve maximum operational profitability, effectiveness and compliance to organizational goals, policies and procedures.
Promotes upselling, and cross-selling of all ASREB/Hogan products and services.
Partners with the local B2B sales rep to establish and maintain business relationships with local insurance, real estate, mortgage banking and all other applicable business entities. Focused on ensuring ASREB/Hogan is their education choice.
Executes all daily office management/administrative tasks: i.e. class reconciliation’s, student certificates, deposit reports, physical inventory, inquiry call backs, pre-paid registration reports, career event planning, classroom assignments (on and off site), facility preparation, maintenance and security, etc.
Works closely with other sites to answer questions, share ideas / resources, and to help with coverage if needed.
Leads and supervises a team of Site Managers and Customer Service Representatives, ensuring consistent and efficient site performance across locations while overseeing daily operations and appropriately delegating responsibilities.
Works with ASREB/Hogan Leadership Members to maintain and enhance current and future organizational objectives for the site.
Responsible for intentional execution of student touchpoints throughout their learning journey for the purpose of building engagement, securing google reviews and referrals, and obtaining post exam student feedback on content.
Support and execute events such as open houses and career fairs, while collaborating with marketing and Market Leaders to ensure event performance.
Attend training, meetings and other events as needed
Other Duties as Assigned / needed
What You'll Need to be Successful:
Bachelor’s Degree in a related field or equivalent combination of education and experience required.
At least 3 years of prior experience working in customer service for the position and at least 3 years of people leadership/management required.
Prior demonstrated leadership ability and excellent communication skills both written and verbal are also required.
Experience in an educational environment preferred, but not required.
Proficiency in Microsoft Word, PowerPoint, Outlook and Excel required.
The successful candidate will have a high level of integrity, ethics and professionalism.
The successful candidate must be self-motivated, willing and able to take initiative and able to work both independently and with a close-knit team who depend on each other.
Attention to detail and a high level of patience and flexibility required.
Able to effectively communicate verbally and in writing to students, faculty, and staff. Strong interpersonal skills combined with a genuine concern for people, and the ability to listen and to relate with people of all ages and walks of life are required for this position.
This position requires professionalism, competence and a positive demeanor in the performance of all duties and when interacting with people within and outside the organization.
Routine physical demands for office environments. Operates all office equipment such as computer, copier, printer and telephone.
The employee may occasionally be required to lift and/or move up to 25 lbs.
Office environment with exposure to minimal hazards. Travel to various sites on a regular basis is required.
Some evening and weekend work is also required.
Additional Information
Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!
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