Building Operations Manager

Build a thriving coworking culture in both our physical and digital community
- Be a part of a vibrant and collaborative workplace
- Access amazing staff benefits

**Building Operations Manager | Sydney**

**Reports to**: General Manager, Sydney

**Start date**: Immediate Start

**Location**: Paul Ramsay Foundation, Yirranma Place, Darlinghurst

**Employment type**:Permanent - Full-Time (FTE 1.0)

Ordinary hours of work: 08:00 - 16:00 Monday to Friday. After-hours work will also be required for events.

**Salary**: To be discussed at interview stages.

**The purpose of the role**:
The Building Operations Manager curates and maintains a thriving, vibrant, and collaborative member community, including activation of our member admin portal and digital channels. This role plays a crucial role in assisting customers to build social and business connections that fuel collaboration, innovation, and success, and connect with the Paul Ramsay Foundation (PRF) at Yirranma Place.

The role is also the central point of contact for all suppliers and contractors who work on the overall management of the property at a functional level, and service providers who contribute to the overall customer experience, including the cafe and concierge operator, the building community tech platform, and audio visual systems throughout the space.

You will meet regularly with your manager, facilities, Infrastructure and Tech teams to define areas of improvement and opportunities to contribute to Yirranma Place. You are encouraged to bring forward ideas and insights you are passionate about and to be open, reflective, and collaborative.

You will be required to coordinate and ensure a seamless, outstanding customer journey, and coordinate all building management and maintenance activities with the support of the Hub property team. Exceptional interpersonal skills and excellent communication skills are vital.

**Coordination and oversight of the broad range of services being provided by Hub to PRF includes**:
**Responsibilities by function**:

- Community Engagement_
- Be the go-to person for the building customers
- Coordinate community programming events for the customers of the building
- Take each customer through the PRF customer journey, including face-to-face check-ins
- Facilitate connections and opportunities for customers to help their organisations evolve and grow
- Utilise the tenant Portal (Eqiuem) for all customer engagement and communications, and to supplement in-space community activity
- Deliver important information to customers through our tenant communication channels
- Live and breathe the PRF values: Respect for People, Learning & Curiosity, Loyalty, Courage & Innovation
- Customer Administration_
- Deliver tours and trial day experiences to prospective customers and partners of PRF
- Tenant administration, including payment systems, resource booking, onboarding, and offboarding
- Meeting room bookings and event coordination (the latter working with the Space & Events Coordinator)
- Connect with local organisations and attend networking events to promote the Yirranma Place community and identify potential partners.
- Operations & Support_
- Ensure Zendesk tickets and maintenance projects are resolved in a timely manner to ensure the highest level of customer experience
- Oversee and support the activities of the concierge and cafe operations (under separate contract to Two Good)
- Oversee and manage the cleaning contractor to ensure all common facilities are always clean and functioning, and that the workspaces are regularly cleaned. Manage the SLA’s of the cleaning contractor
- Continually think of ways we could improve processes and procedures to ensure the best customer service is provided to our tenants
- Know and be able to implement safety plans, i.e. fire, emergency, and COVID plans
- Coordinating move-ins and outs, including adding/removing furniture as requested, cabling desks and other ad hoc manual tasks
- Responsible for coordinating the daily opening and closing of the building
- Contractor & supplier management_
- There will be a broad range of contractors, suppliers and service providers involved in the management of the building and provision of service to the building customers. You will understand all of the third party providers KPI’s and SLA’s, and effectively manage them to achieve a positive workplace experience for all customers of the building.
- Liaison with PRF_
- You will be the primary point of contact on site for PRF, and you will liaise with them on a daily basis in order to provide updates on the workplace experience, and to deal with any issues that may arise.

**Important Metrics**:

- Customer check-ins
- NPS Surveys
- Contractor KPI’s and SLA’s

**Required training and experience**:

- 4+ years’ experience in a fast-paced customer service environment
- 4+ years’ experience in account management
- The ability to build rapport with customers - understanding their busine