Job Description

YOUR JOB TITLE: OPERATIONS MANAGER

WHERE YOU WILL WORK: THE BRICKKICKER, BALTIMORE, MD 21214

WHO’S THE BOSS: JORDAN BIRD

WHO ARE WE?

WE’RE A FAMILY. WHEN ONE OF US SUCCEEDS, IT RAISES ALL OF US. IF ONE OF US IS STRUGGLING, WE’RE ALL IN FINDING THE SOLUTION. WE HAVE A DEEP BELIEF THAT WE’RE IN THE COMMUNICATION BUSINESS ABOVE ALL ELSE AND TREAT EACH OTHER AND OUR CLIENTS WITH THAT PRIORITY ON TRANSPARENCY. WE BELIEVE IN COUNTERBALANCE. WHEN THE MARKET IS A BLESSING, WE’RE READY TO HANDLE IT AND WHEN IT’S PERSONAL TIME, WE PRIORITIZE THAT. BECAUSE OF OUR FAMILY FEEL, YOU’LL QUICKLY FEEL AT HOME WITH EACH PERSON AND YOU’LL FIND YOURSELF ENJOYING YOUR WORKDAY.

WHO ARE WE LOOKING FOR?

THE OPERATIONS MANAGER IS A PERSON WHO RELISHES THE OPPORTUNITY TO BUILD, IMPLEMENT, AND MANAGE MULTIPLE SYSTEMS WITH MINIMAL SUPERVISION. THEY’RE DEEPLY COMMITTED TO COMPLETING TASKS WITH A HIGH DEGREE OF QUALITY, ATTENTION TO DETAIL, AND CONSISTENT COMMUNICATION. THEY’RE ENERGETIC, A SELF-DRIVEN TEAM PLAYER THAT THRIVES IN CREATING AN OUTSTANDING CLIENT EXPERIENCE. SOMEONE WHO IS NOT AFRAID OF CHANGE OR A CHALLENGE IS ABLE TO LEAD BY EXAMPLE AND DOES NOT MIND WORK IN THE TRENCHES WHEN THE NEED ARISES. THEY WILL ALSO HANDLE THE MORE DIFFICULT AND DELICATE MATTERS WITH FINESSE, PROFESSIONALISM, AND EXPERTISE.

WE WANT A TEAM PLAYER WHO IS CAPABLE OF NOT ONLY DEVELOPING THE PROGRAMS AND SYSTEMS IN GROWTH AND SERVICE DIVISIONS BUT CAN TEACH OTHERS HOW TO UTILIZE THE SYSTEMS.

OUR OPERATIONS MANAGER WILL BE KEY IN INTERACTING WITH TEAM MEMBERS. THEY WILL BE THE LEADER OF OUR TEAM AND WILL NEED TO HAVE STRONG INTERPERSONAL RELATIONSHIP SKILLS INCLUDING ACTIVE LISTENING, EMPATHY, AND HAVE STRONG VERBAL COMMUNICATION SKILLS.

THE OPERATIONS MANAGER WILL BE THE KEY PLAYER IN DEVELOPING, IMPLEMENTING AND MONITORING ALL SERVICE AND ADMINISTRATIVE PROCESSES AND WILL NEED EXCEPTIONAL ORGANIZATIONAL AND PROJECT MANAGEMENT SKILLS. THE OPERATIONS MANAGER WILL BE ACCOUNTABLE FOR SETTING THE CALL CENTER GOALS AND BUDGETS WITH THE LEADERSHIP TEAM AND MEETING THOSE GOALS.

WHAT WILL YOU DO?

THESE ARE THE STANDARDS A WELL-ABOVE-AVERAGE PERFORMER WILL MAINTAIN OR EXCEED:

● BUILD, IMPLEMENT, AND MANAGE ALL SYSTEMS FOR SELLERS, BUYERS, LEAD GENERATION, DATABASE MANAGEMENT, INFORMATION MANAGEMENT, AND BACK-OFFICE SUPPORT

● MANAGE AND MAINTAIN ALL FINANCIAL SYSTEMS, INCLUDING BALANCING THE BOOKS, PAYING THE BILLS, HANDLING PAYROLL, ENSURING THE COLLECTION OF COMMISSIONS, MAINTAINING THE BUDGET, TAX PLANNING AND GENERATING FINANCIAL REPORTS

● CREATE AND MAINTAIN AN OPERATIONS MANUAL THAT DOCUMENTS ALL SYSTEMS AND STANDARDS

● COORDINATE THE PURCHASE, INSTALLATION, AND MAINTENANCE OF ALL OFFICE EQUIPMENT

● BE THE FIRST POINT OF CONTACT IN HANDLING CUSTOMER INQUIRIES OR COMPLAINTS VIA PHONE OR EMAIL

● KEEP THE LEAD AGENT INFORMED REGARDING ANY PROBLEMS OR ISSUES THAT NEED TO BE HANDLED

● RESPONSIBLE FOR HIRING, TRAINING, CONSULTING, AND HOLDING ACCOUNTABLE ALL ADDITIONAL ADMINISTRATIVE TEAM MEMBERS

ESSENTIAL DUTIES AND RESPONSIBILITIES

● SYSTEM DEVELOPMENT, IMPLEMENTATION, AND MANAGEMENT

● INFORMATION MANAGEMENT, DEVELOPMENT, AND TRACKING OF COMPANY GOALS

● CUSTOMER/REALTOR RELATIONS, OVERSEE DATABASE, AND MAINTAIN PARTNER RELATIONSHIPS

● BOOKKEEPING (A/R AND A/P)

● DIRECT TO CONSUMER SCHEDULING AND UPSELLING SERVICES

● STEADILY IMPROVE SALES CENTER CLOSING %

● CREATE - MANAGE AND SUSTAIN MULTIPLE SALES CAMPAIGNS

● FOCUS ON GROWTH METRICS

● SCHEDULED REPORT- TEAM PERFORMANCE AND ACCOUNTABILITY

COMMUNICATIONS/INTERACTIONS

● OWNER – WEEKLY

● CLIENT COORDINATOR – DAILY

● GROWTH TEAM – DAILY

● CLIENTS – DAILY

● REALTORS – DAILY

KNOWLEDGE/SKILLS

● STRONG WRITTEN AND VERBAL COMMUNICATION SKILLS

● EXCEPTIONAL ORGANIZATIONAL AND PROJECT MANAGEMENT ABILITIES

● BOOKKEEPING SKILLS OR WILLINGNESS TO LEARN

● STRONG ABILITY TO FOCUS

● CONCERNED ABOUT DOING THINGS THE RIGHT WAY

● CALM UNDER PRESSURE

● LEARNING-BASED

● SERVICE-BASED ATTITUDE

● PROVEN ABILITY TO SUCCEED

● HIGH SCHOOL GRADUATE

● BACHELOR’S DEGREE PREFERRED

● 1 – 3 YEARS OF SERVICE AND MANAGEMENT EXPERIENCE

● 3 – 5 YEARS OF ADMINISTRATIVE EXPERIENCE

PERFORMANCE MEASURES

● DAILY TEAM MOTIVATIONAL CALL/TEXT

● WEEKLY TEAM PLANNING MEETINGS

● WEEKLY 1-ON-1 SUCCESS MEETING WITH VP

● WORK FROM A “ONE SHEET” FOR PLANNING, PROGRESS, AND ACCOUNTABILITY

● COMPLETE SPECIFIED “LEAD MEASURES”

● UNDERGO QUARTERLY PERFORMANCE REVIEW

TRAINING AND DEVELOPMENT

● BOOK STUDIES

● LISTENING TO PODCASTS

● SEMINARS

● CONFERENCES

● TRAINING AND EDUCATION

● COACHING