Wheelhouse Design
Operations + Client Experience Manager
Department: Admin
Reports To: Principal
Hours: Full time, in person; M-F
POSITION SUMMARY
The Operations + Client Experience Manager supports the Principal Designer + Design staff, operating as Right Hand to Principal and ensuring success in day-to-day business operations. The successful candidate is people-focused, has strong intellectual curiosity and communication skills, demonstrates business acumen, understands small business financial fundamentals, is extremely organized, and has great attention to detail. This person is prepared to own both client engagement and the internal team member experience for Wheelhouse Design, ensuring a strong client base and an engaged staff.
Specific duties include proactively managing project timelines, owning the calendar/schedule and workflow tools, tracking and reporting on key deliverables, administrative support, and managing resources, services for, and basic operations of the studio. Procurement coordination/management, vendor relationships, and logistics are key functions of this position, as they contribute to overall project success and a positive client experience.
MEASURES OF SUCCESS
- Team members, vendors, and clients alike experience and report exceptional communication with the Operations + Client Experience Manager
- KPIs are tracked and reported on regular cadence and company goals are consistently met or exceeded
- Procurement sales are accurately and efficiently tracked. Sales cycle timeline is minimized and all funds for procurement sales are received in advance, alleviating unpaid or lingering accounts receivable
- Cash flow is maximized to support profitability and profits are on target
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manage Workflow Operations
- Create and manage project timeline/calendar/schedule and workflow tools communicating openly and on regular cadence with clients and key partners
- Client services / engagement to include intake + throughout project with weekly email updates / monthly check-ins / quarterly lunches with Principal / etc
- Track and report on key deliverables + metrics / dashboards on regular pre-scheduled cadence
- Participate in team meetings to review progress and deliverables (weekly project / monthly financial / quarterly planning / annual strategic)
- Maintain overall project planning calendar and master timeline, including key events, milestones and deliverables
Manage Operational Support
- Coordination and support of phone system, IT, and subscriptions needs
- Coordinate office activities / events / volunteer opportunities (in house and outings)
- Create and manage documentation of basic operation systems and processes
- Procurement coordination and vendor correspondence, from initial quote request through installation coordination / oversight
- Assist in all areas of sales planning including updating metrics + goals
- Support sales activities and functions designed to increase revenue
- Other operational support as requested by the Principal
- HR-related duties and/or projects as assigned, including but not limited to:
- Employee engagement + culture building
- HR + hiring assistance / training
QUALIFICATIONS, KNOWLEDGE, SKILLS REQUIRED
Key characteristics, behaviors for the successful candidate include the ability to be adaptable, independent, emotionally intelligent, intuitive/proactive, process + progress oriented.
- Excellent speaking, writing, and interpersonal skills required; strong relationship building skills, with the ability to communicate in a clear, consistent, and effective manner
- Superior and professional client/vendor service is expected and required
- Effectively collaborates and communicates expectations and outcomes
- Demonstrated success managing operations for creative teams
- Excellent planning, organization, project management, and efficiency skills
- Must pay attention to detail
- Ability to prioritize tasks and activities, to ensure that all commitments are progressing at an acceptable pace
- Must be proactive, adaptable, self-directed, and a creative problem-solver
- Ability to manage multiple priorities in a deadline driven environment
- Expert skill across multiple creative and content management platforms, including but not limited to Microsoft Office Suite, Google Docs and digital content management systems
- Proficiency with financial tracking tools and project management systems is a must
- Experience with HouzzPro strongly preferred
- AutoCAD data entry experience is a nice to have
- Willingness to travel 25% of the time locally - to client sites, vendor locations, etc
Education & Experience:
- 3+ years working as Right Hand support for creative professional services firm (or similar)
- Solid understanding of foundational business and financial principles
Hours & Pay:
- 40 hours per week, full time
- Monday through Friday
- Annual salary range commensurate with experience
- Mileage reimbursement for client-related travel
- Monthly cell phone stipend
- Medical, Dental, Vision benefits