General Manager of Operations

5 days ago

Charlotte, North Carolina, United States Serendipity Labs Full time

About Serendipity Labs

Serendipity Labs is a leading provider of upscale workplace communities, catering to a diverse range of industries. Our mission is to deliver exceptional service and flexible workplace solutions, including private offices, team spaces, coworking memberships, and venues for events and business meetings. With a growing national and international network, we offer flexible membership plans that enable our members to work, meet, and innovate in our inspirational settings, both in urban and suburban locations.

Our Vision

We strive to exceed member and guest expectations by building on our expertise in the hospitality and coworking industries. We are seeking a highly motivated and experienced professional to join our team as a General Manager of Operations, responsible for driving business growth and delivering exceptional customer experiences.

Key Objectives

  • Financial Performance
    • Oversee the overall financial performance of the lab, including revenue and cost management, to ensure successful P&L management.
    • Work closely with the central marketing and sales resources to drive local lead generation efforts and achieve revenue goals.
    • Participate in quarterly business reviews to account for financial performance and create an action plan to improve performance.
  • Marketing & Community
    • Develop a deep understanding of the locations offered within the SL Network and articulate key differentiators.
    • Drive brand awareness by acting as a brand champion, building local partnerships, engaging broker relationships, and executing community outreach.
    • Oversee the lab team's execution of artist programs, member and partnership events, and social media content contributions.
  • Meeting & Events
    • Generate leads and effectively manage the M&E pipeline to drive business growth.
    • Lead the lab team to deliver an exceptional end-to-end experience for M&E hosts and guests.
    • Manage the M&E pipeline of leads and opportunities through diligent follow-up and CRM updates.
  • Member Experience
    • Responsible for the overall member experience from the member's first day to their departure.
    • Develop a rapport with members to cultivate a warm, professional environment and sense of community.
    • Be visible and always delighted to assist members.
    • Responsible for resolving member issues and escalating them when necessary.
  • Lab Operations
    • Approve vendor invoices in Sage to ensure prompt payment and correct rebilling to clients.
    • Ensure agreements are signed and paid, and member onboarding information is completed prior to allowing access to offices or services.
    • Oversee and ensure that all areas of the lab are well-presented at all times.
    • Represent the brand appropriately, as defined by the SL Brand Standards.

Requirements

  • Minimum 2+ years of experience as a team leader in a hospitality-driven environment and proven P&L management experience.
  • An entrepreneurial spirit and ability to run/own a business.
  • Ability to consistently deliver a high level of customer service.
  • A keen attention to detail and ability to be proactive in supporting the team, members, and guests.
  • The ability to lead and delegate while holding team members accountable.
  • Proven sales skills, the ability to close M&E sales, and meet sales targets.
  • Demonstrated ability to build a book of business/pipeline through outreach and community/business engagement and the self-generation of leads.
  • Exceptional communication skills, allowing you to manage a team and give clear direction, alongside conveying value and a strong level of engagement to prospects and members.
  • Excellent organizational skills, including the ability to prioritize and multitask.
  • Ability to work with grace under pressure and demonstrate flexibility.
  • The ability to use a standard CRM system on a daily basis, preferably Salesforce.com.
  • Good IT knowledge, including the use of MS Outlook, Excel, Word, and PowerPoint.

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