Office Management - Experience Centre Operations Manager
Posted on :
30-06-2021
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1 Vacancy
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Job Description
- Description & Summary PwC is seeking an experienced operations manager to join the Dubai Customer Experience Center. As an Operations Manager, your number one priority will be to lead and develop the PwC Customer Experience Center by overseeing all of its operations to ensure we're able to provide the best possible customer experience. The perfect fit is someone who is eager to develop, manage and help our experience center team, and has the analytical chops for reporting on customer feedback and team performance. This role will help ensure our customers needs are met, while going beyond what our customers expect to build a meaningful connection with our brand.The successful candidate must enjoy and thrive in a fast-paced, dynamic environment. You will report to the Experience Center Lead and be the single point of contact for all operations related matters. Key Responsibilities: -Coordinate across functions and business units to streamline bookings, activities and events taking place at the experience center Collaborate and coordinate with business units to organize activities they that'd like to conduct or products that they'd like to showcase in the experience center Control the booking system, ensuring that bookings are fairly placed with no double bookings Investigate when there are dubious bookings Ensure the experience center is utilized to its fullest extent across departments in support of all business and interdepartmental objectives. Align business goals with customer-focused culture -Greet clients and ensures a great customer experience is delivered to each customer Lead the tour of the experience center to clients Grant access to the various experience center rooms when needed Take charge of gathering the catering orders for client meetings, projects, workshops and ensures successful delivery and service Is always present to host clients for exceptional meetings scheduled after 6pm Keep track of clients visits and their visual experiences on each visit Deliver an exceptional customer experience at all touch points -Help develop our team, including onboarding, training, and coaching team members to deliver best-in-class customer service Ensure the experience center team members are properly supported and informed of needed information to best conduct day-to-day tasks as well as special projects. Supervise floor support and AV technicians in correct set-ups of the rooms Assist the floor support in setting up The Difference and The Lab Ensure team members are responding to customer and employee concerns in a timely and efficient manner Ensure policies, procedures, and practices are communicated, monitored, and enforced uniformly amongst all people in the team -Identify development areas and drive all strategic and operational activities through to successful completion Design process improvements that help standardize and drive best practices across the organization Identify change initiatives to support successful productivity levels and quality customer service Identify opportunities to reduce costs and/or increase productivity oversee the implementation of resulting policies, procedures and practices Gather data and analyze KPI's to identify operational deficiencies and opportunity areas Address external and internal issues and ensure all escalations are resolved in a manner that restores customer faith without burdening the business -Participate in the recruitment activities to ensure PwC hires the best talent available Ensure that short term and long term resourcing needs are met create contingency plans to minimize any negative impact to the day-to-day productivity and effectiveness of the experience center. -Get stuff done - know how to develop and implement a process, problem- solve, and iterate to continually improve. And don't be afraid to roll up your sleeves and dig in. Position Requirements Basic Qualifications: Strong experience managing operations in the hospitality industry is required to be successful in this role 5+ years of customer experience or operations management, with a record of developing customer-facing strategies that drive satisfaction and loyalty Proven engaging leader with a successful track record of delivering service excellence through developing people Experience in strategic planning leading to service excellence required Bachelor's degree required Ability to understand the PwC culture and uphold its integrity High level of customer service excellence required Strong written and verbal communication skills including the ability to articulate ideas clearly and concisely in a variety of settings, adjusting the message to suit the audience Proven ability to motivate, inspire, and lead a growing team in an ever- changing business environment Proven ability to successfully collaborate cross-functionally to achieve business objectives Ability to work a flexible schedule when needed, which may include evening, weekend and holidays Comfortable using data to define goals, and measure progress Effective at translating strategy into tactical actions Experience driving change management and organizational adoption initiatives Highly organized with strong project management skills and ability to prioritize Proactive self-starter, outcome-oriented Passionate advocate for the customer Strong attention to detail Preferred
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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