The role of the Operations Manager is to act as the essential link between Athena Members and their dedicated Executive Partners (XPs). This position is critical for establishing successful partnerships by fostering relationships with members, defining their success parameters, and ensuring XPs are fully equipped to provide exceptional support. The Manager is responsible for intervening when challenges arise to keep partnerships on track.
What You'll Do
Build and Maintain Exceptional Partnerships
- Get to know members and their Executive Partners well enough to anticipate needs and step in when it matters most.
- Understand each member's business and personal strategies to determine their priorities and capabilities.
- Align XP capabilities and resources to help members reach their goals.
- Identify opportunities to deepen partnerships and drive mutual success.
Manage Through Challenges
- Resolve conflicts quickly and diplomatically when partnerships hit rough patches.
- Ensure members are always covered, even when unforeseen circumstances arise.
- Prioritize Athena's business interests and profitability while seeking mutually beneficial outcomes.
Develop and Lead Your Team
- Lead a team of 10-15 Executive Partners, providing coaching, feedback, and development.
- Provide resources, training, and support necessary for XPs to consistently deliver world-class service.
- Set clear goals and track performance metrics.
- Hold your team accountable for results and foster a culture of collaboration and high performance.
Think Strategically and Operate Globally
- Blend operational expertise with relationship management to optimize processes and enhance member satisfaction.
- Navigate cultural nuances across multiple countries and time zones.
- Drive continuous improvement in how we serve members.
What You Bring
Required Experience
- At least five (5) years of operations and people management experience.
- At least three (3) years of experience interfacing with foreign stakeholders, preferably American stakeholders.
- Proven ability to manage escalations and resolve conflicts effectively.
- Experience managing client relationships.
- Strong coaching skills with experience creating individualized development plans.
- Experience conducting root cause analysis and creating action plans.
- Comfort working night shifts and rotating schedules.
Education
- Bachelor's degree in business, marketing, or a related field is required.
- An MBA is considered a significant advantage (a plus).
Required Skills
- Excellent English communication (written and verbal).
- Strong relationship-building abilities with executives and cross-functional teams.
- Strategic thinking and business acumen.
- Performance management and accountability.
- Adaptability in fast-paced environments.
You'll excel in this role if you:
- Build trust quickly and maintain it over time.
- Stay calm and solution-oriented under pressure.
- Balance empathy with accountability.
- Communicate clearly across cultures and time zones.
- Lead by example and inspire your team.
Note: A police clearance is required for successful candidates and should be readily available once identified for the role.
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