Operations Manager

Job Summary:

We are seeking an experienced and proactive Operations Manager to supervise and lead a team of 15+ receptionists located locally and across various geographies. The ideal candidate will ensure seamless front desk operations, uphold exceptional service standards, coordinate cross-location communication and workflows, and provide robust support for scheduling to optimize team coverage and performance. This role also focuses on building strong client relationships and fostering employee development.

This is a fully onsite role (Monday - Friday 8:30A-5:00P) with rotational coverage at various offices across Hollywood and Burbank. Parking and onsite meals are provided.

Key Responsibilities:

• Lead, manage, and motivate a diverse team of 15+ receptionists across multiple locations to deliver outstanding customer service and operational excellence.

• Build and maintain strong client relationships to enhance satisfaction and foster trust.

• Manage and build new hire onboarding programs, ensure comprehensive ongoing training, and develop clear career paths to support professional growth.

• Address performance concerns proactively with coaching, feedback, and performance improvement plans when necessary.

• Oversee day-to-day front desk operations, ensuring consistency, professionalism, and adherence to organizational protocols.

• Track service quality, ensure adherence to Service Level Agreements (SLAs), and implement continuous improvement initiatives.

• Coordinate and support scheduling, including shift planning, time-off requests, workload distribution, and coverage needs. Serve as a back-up receptionist for desk coverage when needed.

• Track receptionist time and approve timecards in compliance with company policies.

• Collaborate with other departments and regional managers to align receptionist operations with broader organizational goals.

• Monitor key performance indicators (KPIs), prepare operational reports, and recommend solutions to enhance service delivery and efficiency.

• Address and resolve escalated issues or conflicts from reception teams or customers promptly and effectively.

• Drive adoption of technologies and process improvements to streamline receptionist functions and enhance guest experiences.

• Foster a positive, inclusive work environment encouraging teamwork, professional development, and employee engagement.

• Ensure compliance with company policies, health & safety regulations, and data confidentiality protocols.

Qualifications:

• Proven experience in operations management, team leadership, or supervisory roles within front office/reception environments.

• Strong organizational and multitasking skills, including managing schedules, performance tracking, and timecard approvals across multiple locations or time zones.

• Excellent interpersonal, communication, conflict resolution, and client relationship management skills.

• Familiarity with receptionist software/systems, scheduling tools, performance management, and customer service best practices.

• Ability to analyze data, generate reports, and implement strategic improvements.

• Flexible and adaptive approach to managing a distributed team.

• Bachelor's degree in business administration, Hospitality Management, or related field preferred.

Desired Attributes:

• Leadership mindset with a hands-on, collaborative approach.

• High attention to detail and commitment to high service standards.

• Strong problem-solving skills and ability to manage multiple priorities effectively.

• Cultural sensitivity and experience working with geographically diverse teams.

• Passion for developing talent and building client partnerships.