City Manager- Operations

Role & responsibilities

• P&L Ownership: Manage the Profit & Loss for all residences in the cluster by controlling costs and driving operational efficiency.
• Customer Experience: Own NPS (Net Promoter Score) and lead initiatives to enhance customer satisfaction across all touchpoints.
• Team Management: Hire, train, and manage Residence Captains to ensure smooth operations and uphold service standards.
• Service Oversight: Monitor and manage delivery of critical services like food, hospitality, internet, laundry, and security.
• Day-to-Day Operations:
• Supervise daily functioning of each SL property
• Conduct regular audits and inspections to maintain service quality Address and resolve resident issues promptly
• Coordinate with internal teams (housekeeping, maintenance, F&B, etc.) for smooth operations
• Manage inventory, supplies, and vendor performance
• Ensure compliance with SOPs, safety, and hygiene protocols
• Technology Implementation: Deploy and promote usage of operational tools and systems developed by the Technology team to streamline workflows and improve efficiency.