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About Serendipity Labs

Serendipity Labs offers upscale workplace communities to its members from a cross section of industries. It does so through the superior service delivery of flexible workplace offerings such as private offices, team spaces, coworking memberships and venues for events and business meetings. With a growing national and international network, our flexible membership plans allow Members to work, meet and innovate in our inspirational settings in urban and suburban locations. By building on hospitality and coworking industry experience, Serendipity Labs understands how to exceed Member and Guest expectations. We are looking for candidates who are passionate about delivering upscale experiences and who want to run a business within this high growth, fast paced industry.

Lab Operations Manager - Full-Time

Do you enjoy operations management and have a keen eye for detail? Are you great at managing teams and building a strong sense of community? Are you driven by the opportunity to build revenue and host Meetings & Events? All of this will help you craft and deliver our members' experience each day as a Lab Operations Manager!

Key Accountabilities:

Meeting & Events

• Generating leads and effective management of the M&E pipeline.
• Leading the Lab Team to deliver an excellent end to end experience for M&E hosts and guests.
• Effective and speedy responses to leads, giving a great tour, and creating detailed proposals for prospects.
• Ensuring rooms are reserved in the systems and room time and services used are accurately billed for.
• Create catering partnerships for quality food and beverage offerings.

Marketing & Community:

• Lead artist partnerships including, reaching out/vetting potential artists, curate installation/removal, and organizing/executing/marketing artist reception.
• Plan 2 Member events each month to foster community within the Lab.
• Plan and host 2-6 partnership events each month with outside organizations to increase brand awareness.
• Contribute social content to Central Marketing and oversee EC's production member newsletters.
• Act as a brand champion when networking with other local businesses and the community to generate brand awareness.

Member Experience

• Assist with the staffing of reception during lab opening hours as needed.
• Be visible and always delighted to assist.
• Responsible for resolving member issues and escalating them when needed.
• Develop a rapport with Members to cultivate a warm professional environment and sense of community.

Lab Operations

• Ensuring the lab opening and closing checklists are completed and the lab is member ready at all times.
• Review and process monthly invoicing/billing to ensuring accuracy and follow up with delinquent accounts according to the AR process, escalating to the GM when necessary
• Manage the stock levels and ordering of consumables according to budget targets/controlling costs
• Creating/maintaining complete Member profiles in Office RND
• Facilitating new member onboarding/orientation
• Oversee and ensure that all areas of the lab are well presented at all times
• Ensure that all operational systems are in working order and report issues to quickly resolve

Sales Process Assistance

• Be able to conduct tours of the lab according to brand standards
• Relay pertinent and helpful sales information to the assigned sales person
• Assist with closing non-resident membership opportunities and meeting and event bookings.
• Enter all Leads and Opportunities in Salesforce and maintain in real time throughout the sales process.

Team Management

• Ensuring Experience Coordinators are fully trained on Lab operations and providing excellent customer service to Members and Guests.
• Be a coach for EC's when they have questions or are in need of additional training/support.
• Actively supporting professional growth of Experience Coordinators.

Essential Knowledge, Skills, and Abilities:

1. Minimum 1-2 years of experience as a Team Leader in a hospitality driven environment (hotels,
   retail).
2. Ability to consistently deliver a high level of customer service.
   
3. A keen attention to detail and ability to be proactive in support Team, Members, and Guests
4. The ability to lead and delegate while holding Team Members accountable.
   
5. Excellent organizational skills including the ability to prioritize and multitask.
6. Ability to work with grace under pressure and demonstrate flexibility.
7. Good basic IT knowledge and the ability to learn, use, and troubleshoot systems.

Requirements:

• Reasoning, remembering, mathematics, appropriate language (written and verbal) ability.
• Support and interact with members, visitors and lab staff
• Hearing - Ability to receive detailed information through oral and telephone communication.
• Talking - Clearly expresses ideas by means of spoken word.
• Ability to sit, stand, type and view a computer screen for extended periods of time (covers repetitive motions and vision)
• Ability to perform low impact physical tasks, such as use of stairs, stooping, walking, pushing, pulling, and lifting. Regular usage of stairs if required at the location.

Perks & Benefits:

• 10% Quarterly Bonus Plan
• Commission Potential
• 80 % Paid Medical, Dental, Vision (Yearly Open Enrollment)
• 50% Paid Short-Term and Long-Term Disability
• Flexible Spending Account (FSA) and Health Savings Account (HSA) which allows you to set aside pre-tax dollars to pay for qualified expenses
• Paid Parental Leave Policy
• 401K
• Employee Assistance Program (EAP)
• Commuter Benefits
• Generous Paid Time Off, Sick Time and company paid holidays
• Educational Assistance Program - Serendipity Labs encourages career advancement and provides resources for our employees looking to further their education in the form of tuition reimbursement.
• Employee Referral Program