Job description

The Junior Resident Experience Manager (JRxM, Junior Concierge Manager) is responsible for leading a select team of Alfred team and Resident Experience Associates to deliver exceptional service and hospitality to our members, through efficient operations. Further, the JRxM is responsible for building and maintaining relationships based on trust with members and marketplace vendors, supporting the team in high-quality service delivery. The ideal JRxM is an inspirational leader who can motivate and engage front-line employees to deliver exceptional service in an efficient and cost-effective manner.
Specifically, the JRxM excels at:

• Leading and empowering the Alfred team and Resident Experience Associates with a collaborative, all hands on deck approach
• Connecting with people of all types and backgrounds, forming meaningful relationships
• Building meaningful partnerships with vendors, articulating the unique values of the company in a positive and compelling manner
• Problem solving quickly and effectively to give real-time solutions to Alfred Home Managers and Resident Experience Associates on their runs and within the buildings. Effectively leveraging them to service our members and residents at the highest level.

Specific Responsibilities
Inspire World-Class Hospitality & Customer Experience

• Problem solve for Alfred team and Resident Experience Associates in real-time to ensure operational efficiency and member satisfaction by responding to service requests for assistance and to building requests in the company expected timeframe
• Proactively nurture a healthy service-oriented culture, embracing omotenashi and implementing world-class standards of service delivery
• Inspire the highest level of service commitment from each team member providing thorough and regular strengths-oriented feedback, based on member feedback and manager observation
• Work with Resident Experience Manager to lead through example in service to our members, responding quickly and positively to all inquiries and escalations
• Continually promote our Alfred services to our members, prospective service leads and other residents, encouraging service engagement and increases in membership and overall service utilization

Inspire, Manage & Develop Regional Alfred Team

• Work with Resident Experience Manager to effectively hire, develop, give feedback to and inspire Alfred team and Resident Experience Associates as required, meeting EDI objectives (in conjunction with Talent, L&D)
• Motivate and inspire Alfred team and Resident Experience Associates to bring out their highest level of performance, generating individual commitment over compliance
• Function as a coach to develop individual members of the team, tailoring their development to their strengths and areas of improvement, providing ongoing feedback, and ensuring they are up to date with world-class customer experience & hospitality standards
• Drive efficiency and efficacy of Alfred team and Resident Experience Associates ensuring successful outcomes, meeting KPIs, and building relationships with partners, residents and members
• Keep teams safe by enforcing safety protocols and standards, including daily COVID screenings, incident reporting, and anti-harassment training, security compliances in conjunction with the Learning Team.
• Work with Regional Operations Manager to anticipate future market growth and workforce changes, protecting the region from an understaffed or under-equipped team.
• Convey to greater Operations Team upcoming and necessary updates in collaboration with Marketplace team and Customer Experience.
• Resolve all service errors and service escalations relating to onsite, marketplace, and resident feedback

Maintain Operational Efficiencies & Manage Expenses (Enhance Profitability)

• Oversee and manage all cost efficiency metrics for the region by reviewing market controllable metric reviews and responding proactively to anticipated inefficiencies
• Ensure Alfred runs and service deliveries are efficient and that associated expenses are minimized
• Ensure timesheets and payroll are accurate and submitted on time, and that each employee is taking required breaks while managing contracted vs. actual hours with onsite Resident Experience Associates

Coordinate with Greater Team

• Collaborate with the Resident Experience Manager to improve regional profitability through increased service efficiency and through driving the Alfred Platform in buildings
• Partner with the Regional Operations Manager to identify vendor partnerships that support EDI initiatives and promote local market services and vendors
• Collaborate with the regional team to ideate and implement efficiency strategies and tests, partnership strategies with vendors, and the development of regional business plans
• Partner with Learning team to ensure training for Alfred team and Resident Experience Associates are tailored for your region, but meet our national standards of service delivery excellence
• Represent the field perspective through proactive communications and participation with HQ teams

Specific Requirements

• Trustworthiness, empathy, integrity, and an aspiration for excellence
• Self-motivation and strong innovation management skills
• Interpersonal savvy and an ability to interact with people
• Ability to drive business strategies across the region
• Strong written & verbal communication skills

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: One location

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