Operations Manager

Circles • New Brunswick, NJ

23d

About The Position

As an Operations Manager at Circles, you will lead a portfolio of workplace hospitality, concierge, and employee experience programs across multiple client accounts. You will drive service delivery, team performance, client relationships, and operational excellence in environments such as healthcare settings, corporate headquarters, innovation campuses, and hospitality-focused workplaces. You will serve as a primary liaison among clients, Account Management, frontline teams, and internal departments, ensuring programs operate efficiently and meet client expectations.

The role supports onsite and hybrid teams across multiple accounts. It includes travel as needed to oversee operations, support launches and transitions, conduct training, resolve operational challenges, and promote accountability, hospitality, and continuous improvement. The primary client account is in New Brunswick, New Jersey, and requires onsite support at least one day per week. Additional onsite coverage and regular travel are required based on business needs, with flexibility to travel on limited notice.

Compensation is $80,000–$83,000 per year, plus an annual performance-based bonus.

Requirements

• At least 5 years of operations, hospitality, workplace experience, concierge, or customer service leadership experience.
• Strong people leadership and coaching skills.
• Exceptional organizational and communication abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Comfort navigating ambiguity and evolving operational needs.
• Proficiency with Microsoft Office, Teams, Excel, and operational platforms.
• Clear verbal and written communication, effective coaching and mentoring, and the ability to inspire and motivate a cohesive team.
• Ability to build professional relationships, maintain a positive and approachable professional image, prioritize tasks, manage time, resolve conflicts, and initiate solutions.
• Ability to handle escalated customer concerns and proactively develop and reinforce operational standards, policies, and procedures.
• Ability to foster a positive work environment that supports continuous learning and employee satisfaction.
• Ability to provide onsite operational support in New Brunswick, New Jersey at least one day per week, with additional onsite coverage as business needs require.
• Regular travel to client sites, including with limited notice.

Nice To Haves

• Experience managing multi-site or multi-client operations.
• Experience in hospitality, concierge, workplace services, healthcare, or employee experience environments.
• Experience with Salesforce or similar CRM systems.

Responsibilities

• Lead operations for assigned accounts and align service delivery with client expectations and business goals.
• Oversee workplace hospitality and concierge programs across multiple client environments.
• Serve as the primary operational liaison among clients, Account Management, onsite teams, and internal partners.
• Build relationships with client stakeholders and workplace partners, and represent Circles at meetings, site visits, launches, and operational reviews.
• Identify opportunities to enhance service delivery, introduce hospitality solutions, and support growth within existing client partnerships.
• Resolve escalated client and employee concerns professionally and urgently, and ensure teams uphold client and Circles service standards.
• Lead and support frontline hospitality and concierge teams across multiple locations; foster accountability, engagement, and service excellence.
• Conduct team meetings, coaching sessions, and performance discussions; oversee staffing, scheduling, PTO approvals, attendance, and daily operations.
• Support recruiting, onboarding, and training with HR; address performance and employee relations matters in accordance with company policies.
• Delegate tasks, prioritize activities, uphold operating standards, and encourage employee development and participation in company initiatives.
• Travel to client sites for launches, training, operational transitions, staffing support, and operational coverage during staffing gaps, events, or escalations.
• Conduct operational audits, service reviews, and client check-ins; ensure teams are trained on SOPs, systems, hospitality standards, and client expectations.
• Support concierge services, visitor management, employee engagement, and hospitality activations.
• Partner with leadership and Account Management to align operations with client goals and lead operational initiatives, process improvements, and service enhancements.
• Maintain and update SOPs, training materials, and operational documentation.
• Promote consistency through quality assurance initiatives, audits, and compliance processes.
• Collaborate with HR, Marketing, Technology, Training, and Operations teams.
• Use Salesforce, HS App, Quick Cases, visitor management systems, and reporting tools.
• Optimize staffing levels within budget guidelines and contribute to revenue and unit operating profit (UOP) goals.
• Perform other job-related duties as assigned.

Benefits

• Medical, dental, and vision insurance starting the first day of the month after hire.
• 401(k) with match.
• Life insurance paid for by Circles.
• Unlimited PTO.
• Paid holidays.
• Access to discount programs.
• A four-week sabbatical every five years.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed