Director of Operations & Customer Relations

Job Description:

We are looking for an experienced professional to manage and oversee the daily operations of our different sites. You will be the one to ensure that the company’s activity is well-coordinated and productive by managing procedures and coaching the staff.

The area of responsibility for this role requires thorough knowledge of diverse company processes. The ideal candidate must be competent and able to plan, execute and monitor multiple operational activities. He / She will oversee customer service and retention across all sites.

Understand company and departmental guidelines, policies, and procedures and implement them in everyday work.

The goal is to ensure the efficiency of the company’s operations, and the quality and standard of the service we offer our members.

Responsibilities:

• Manage all site teams and operational activity on our BE ALL sites.
• In charge of staffing, training, and job performance standards and objectives.
• Lead, guide and supervise the on-site teams in the processes of Clients’ retention, negotiations, and agreements’ renewals.
• Supervise all client-related activities while ensuring the Company’s high service standards.
• Develop strategies and recommendations for improving Customer Relations and the overall operation of the department.
• Develop and implement strategic policies to constantly improve client retention and expansion processes.
• Oversee relationships and agreements with external vendors.
• Work closely with various departments, including maintenance, finance, sales, and R&D.
• Report to senior management, to ensure the delivery of excellent services across all aspects.

Requirements:

• 4+ years of customer service experience, and 2+ years of team leadership experience in a B2B company.
• Proven track record in account management, customer retention and upselling.
• Quick learner, enjoy working in a dynamic and rapidly growing environment, feel in your element when you're on-site, are drawn to problem-solving, and have a natural passion for delivering high-standard customer service.
• Demonstrate outstanding communication skills, showcasing proficiency in conveying, negotiating, and transmitting information and requirements seamlessly to clients, team members, and senior management.
• Experienced with CRM systems (preferably Salesforce), Excel, Dropbox, and Priority.
• Fluent in English and Hebrew (both verbal and written).