Head of Support Operations
vor 2 Monaten
Hey We're numa. We're a dynamic, diverse hospitality brand that's offering uniquely designed apartments for the modern traveler. We specialize in the beauty of convenience and the delight of a design, with a totally digital guest experience and properties designed with intention.
Numa properties are located in the most exciting and vibrant neighbourhoods across Europe. We're not just disrupting the hospitality industry for our guests—behind the curtain, we're shaking up the way hotels operate. We've built a proprietary technology and data platform that makes running a hospitality operation more efficient than ever. We offer consistent quality and an unmatched guest experience.
ABOUT THE ROLE
Numa is seeking an experienced Head of Support Operations to lead our centralised support functions encompassing Finance, Quality Assurance (QA), and Artificial Intelligence (AI). This role is pivotal in driving operational excellence, enhancing guest experiences, and fostering innovation within our support teams. The Head of Support Operations will oversee these three teams and manage a range of strategic and operational projects to ensure seamless and efficient guest support operations.
Leadership & Management:
- Provide visionary leadership to the Finance, QA, and AI teams, ensuring alignment with Numa's goals and objectives.
- Mentor and develop team members, fostering a culture of excellence, collaboration, and continuous improvement.
- Manage an org of 8 FTEs across the three teams, ensuring effective resource allocation and performance management.
Strategic Planning & Execution:
- Develop and execute strategic plans for Finance, QA, and AI teams to drive operational efficiency and enhance the overall guest experience.
- Lead cross-functional initiatives and projects, coordinating with other departments to achieve business objectives.
- Stay up to date on industry trends and best practices to ensure Numa remains at the forefront of hospitality support operations.
Team-Specific Goals:
AI Team: Enhance the functionality and effectiveness of Numa's chatbot, focusing on improving tone of voice, expanding topic coverage, and integrating with other tools.Reduce escalation rates and increase the percentage of issues resolved by the bot.
QA Team: Implement initiatives to elevate agent performance and ensure consistent tone of voice across all interactions.Streamline support agent workflows and adopt cutting-edge technologies to optimiSe support operations.
Finance Team: Drive the automation of finance-related processes within the Guest Experience department to scale operations efficiently.Identify and implement technological solutions to enhance financial reporting and analysis.
Operational Excellence:
- Oversee the implementation of process improvements and automation initiatives to enhance efficiency and accuracy within support operations.
Performance Monitoring & Reporting:
- Establish and monitor key performance indicators (KPIs) to assess the effectiveness of support operations and identify areas for improvement.
- Prepare and present regular reports to the Director of Guest Experience and Senior Leadership Team, highlighting achievements, challenges, and strategic recommendations.
ABOUT YOU
- Bachelor's or Master's degree (preferred) in Business Administration, Management, or a related field.
- 3-5 years of experience in a senior support operations role; 1-2 years of which in a leadership role with a track record of managing and developing high-performing teams.
- Proven experience in working in fast growing tech companies, management consulting or similar fast-paced business environments
- Strong analytical skills, with experience in working with analytics and reports.
- Experience in using AI and automation tools to enhance support operations.
- Good understanding of financial processes and quality assurance practices.
- Exceptional communication and interpersonal skills.
- Demonstrated ability to manage multiple projects simultaneously and deliver results in a fast-paced environment.
- Join an agile work environment with flat hierarchies where your ideas make an impact from the very beginning
- Build your own success story based on what you do well and how you want to grow
- Elevate your physical and mental wellness with our monthly benefit allowances
- Get to know your internationally diverse team during our events and retreats
- Spend a free night at your nearest numa stay upon starting and enjoy a 30% employee discount on personal stays in the coolest neighbourhoods in Europe
numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilise each person's talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations.
For more information on the processing of your personal data, please see our Privacy Notice.
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