WayForth is the definitive provider of comprehensive and personalized move management and moving solutions for life and business. Founded in 2016, WayForth is the nations largest home transition management company serving the senior living industry, providing solutions through every phase of a move. From our initial consultation to our final walk through, we deliver top-notch, personalized support throughout every phase of the move. Clients appreciate our customizable solutions that can solve any relocation need from space planning, downsizing, and packing to unpacking and settling into a new home. How you move matters and no matter the destination, WayForth serves as a guide making lifes transitions easier to navigate.

Title: Operations Manager

Reports to: Regional Operations Director

Status: Salaried, Exempt

Supervises: 10-15 employees (Client Guide Managers and Client Guides)

General Summary of the Position:

Oversees the professional development of Client Guide Managers and Client Guides. Acts as a liaison between Sales and Project Management. Initiates and maintains communication and relationships with communities and vendors to facilitate project activities. Plans, directs and budgets all activities concerned with the client project. Manages and coordinates projects and oversees organization, scheduling and implementation from beginning to end. This position is a field role with less than 50% of time spent in the office.

Essential Functions:

• Manages the development and performance of team members that are part of a POD which includes Client Guide Managers, Client Guides, Movers and Move Team Leads
• Conducts quarterly individual meetings to oversee progress against annual goals and initiating discussions of any performance issues.
• Participates in development of an annual Project Manager training calendar and planning biweekly Project Manager meetings. Works with Human Resources to conduct and enhance Move Management onboarding.
• Works with Sales to develop project plans for complex projects. Oversees the management of complex projects, working with the assigned Project Manager to ensure successful project completion and acting as a liaison to the Sales organization.
• Monitors utilization by comparing billable hours to paid hours.
• Initiates and maintains communication and relationship with communities and vendors to facilitate project activities in alignment with account strategy.
• Understands and implements strategic plans outlined and directed by the community Account Management. Works with Client Experience Managers, vendors and communities to plan, organize and direct activities associated with certain projects.
• Prepares for projects by reviewing client file and Vonigo notes. Addresses any issues or special needs in advance. Manages client requests with community sales team, community resources and outside vendors. Offers client customer support to represent their needs in the community and marketplace.
• Ensures projects are scheduled accurately before implementation.
• Provides supervision and guidance to all assigned staff. Trains new and existing teams and pods and provides feedback /coaching to ensure the best possible service to clients.
• Addresses unexpected issues as they occur. Maintains confidence and composure to assure the client that we will reach a solution. Implements solutions that are appropriate to the clients needs and ensure that issues are resolved.
• Utilizes required Project Checklists, Tracking Sheets and other tools to ensure that all project activities are completed successfully. Completes administrative requirements in timely manner
• Updates job knowledge and understanding by participating in educational opportunities. Attends Operations Manager Meetings to receive up to date training and information to communicate effectively to Move and Move Management staff.
• Manages all potential assignments associated with full service move management including floor planning, downsizing, clear-outs, organization, etc. Accepts ownership and is willing to accomplish new and different requests to explore and deliver value added services and opportunities.
• Other duties and responsibilities as needed.

Requirements:

Education:

• High school diploma or equivalent required.
• Associates or bachelors degree preferred.

Experience:

• 2-5 years of experience in automated office environment required.
• Experience in coordinating projects.
• Intermediate knowledge of Microsoft Office applications.
• Excellent verbal and written communication skills.
• Bilingual skills a plus.

Skills/Certifications:

• Ability to lift up to 30 lbs.
• Project & Personnel Management
• Space assessment skills
• Time management skills
• Problem solving skills

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