Operations Manager, In-Person Design

The Operations Manager at Havenly is responsible for overseeing daily service operations of our in-person design service, driving program KPIs, and enhancing program efficiency through data analysis and collaboration. This role entails optimizing service areas, incorporating customer insights, and continuously monitoring market performance to propose solutions for success.

To be an Operations Manager at Havenly, candidates should ideally hold a bachelor’s degree in a business-related field and have at least 2 years of corporate-level operations or consulting experience. Proficiency in advanced MS Excel and familiarity with BI/data visualization tools are advantageous, along with strong communication skills and an analytical mindset.

The Operations Manager plays a crucial role in driving the growth and optimization of Havenly's in-person design service, ensuring that our customers experience exceptional service. By analyzing data, implementing process improvements, and fostering collaboration across teams, this role directly contributes to our mission of making beautiful homes accessible to everyone.

As an Operations Manager at Havenly, you can expect a dynamic and engaging work environment located in our Denver headquarters. The role requires collaboration with various teams, and while being process-oriented is crucial, creativity and innovation are encouraged to enhance our services and customer experience.

Absolutely! The Operations Manager role at Havenly offers significant opportunities for growth, especially as our in-person design service continues to expand. In this role, you’ll have the chance to take ownership of key initiatives, propose strategic recommendations, and develop processes that will scale with our services, positioning you for advancement within the company.

As an Operations Manager, I prioritize tasks by assessing their impact on business objectives, considering deadlines, and evaluating resource availability. I utilize project management tools and methodologies to keep stakeholders informed and ensure that high-impact tasks receive the attention they deserve.

Certainly! In my previous role, I identified that our design service's client onboarding process could be streamlined. By analyzing feedback and process steps, I implemented a more efficient onboarding protocol that reduced wait times by 30% and enhanced customer satisfaction, aligning with our service delivery goals.

Key metrics for tracking program performance include customer satisfaction scores, designer performance metrics, service delivery times, and overall profitability of the design service. These metrics provide insights into operational efficiency and areas needing improvement.

I approach conflict in a team setting by fostering open communication and encouraging team members to express their concerns. I focus on finding common ground and work collaboratively to reach a solution that aligns with our organizational goals while ensuring all voices are heard.

I stay updated with industry trends by subscribing to design journals, attending webinars, and participating in industry-related forums. Engaging with peers and thought leaders through networking events also helps me keep a pulse on innovative practices in the design space.

I utilize a combination of quantitative and qualitative methods to analyze customer insights. Surveys and feedback forms provide valuable data, while direct interviews allow deeper understanding. I ensure to segment the data for nuanced insights, helping tailor our services to meet customer needs.

In my last position, I led a cross-functional team to launch a new service offering. I coordinated with marketing, product development, and customer service to align our objectives. Regular check-ins and collaborative workshops ensured we addressed challenges as they arose, leading to a successful launch that exceeded our initial KPIs.

To assess the current performance of Havenly's in-person design service, I would analyze key performance metrics, gather customer feedback, and conduct a SWOT analysis. Engaging with team members directly involved in service delivery would also provide valuable insights for informed decision-making.

I believe in fostering an inclusive culture that celebrates successes and acknowledges contributions. Regular one-on-one check-ins, recognition of achievements, and opportunities for professional development are crucial components of my approach to driving team motivation.

I ensure alignment with company goals by regularly reviewing our objectives and key results. I communicate these goals with my team, setting clear expectations and aligning our projects with the broader vision of Havenly. Regular updates to senior management help maintain that connection.