Residential Customer Operations Manager

Job Description

<strong>Overview</strong><p><br></p><strong> Position </strong><p><br></p><strong> Residential Customer Operations Manager </strong><p><br></p><strong> Position Code </strong><p><br></p><strong> Reports to </strong><p><br></p><strong> Director of Residential </strong><p><br></p><strong> Direct Reports </strong><p><br></p><strong> TBC </strong><p><br></p><strong> Department </strong><p><br></p><strong> THE LINE Proponent </strong><p><br></p><strong> Division/Sector </strong><p><br></p><strong> THE LINE Proponent </strong><p><br></p><strong>Summary</strong><p><br></p>Unique opportunity for a high-calibre <strong>Residential Customer Operations Manager</strong>. Front-end focused, this role is required to lead the development of the Residential Customer Operations strategies on NEOM’s largest region. The remit of this role includes Residential Asset Operation strategies, Operational Readiness, plus an understanding of placemaking and customer service principles (including digital requirements). A passion for innovation, sustainability, a community focus and embracing new technologies is essential.<p><br></p><strong>Key Accountabilities &amp; Activities</strong><p><br></p><ul><li> Working with senior management to develop and implement the overarching Residential Customer Operations Strategies for the LINE, progressing to detailed asset requirements for all residential sub-categories (BTR/Multifamily, Student, Senior, Luxury, Affordable). </li><li> Provide Customer Operations insights and design-guidance during all stages of design, from concept through to detailed design and construction </li><li> Working with Asset Management &amp; Development colleagues, prepare presentation content to communicate the residential operational strategies using robust research-backed modelling and assumptions. </li><li> Manage the procurement of specialist residential real estate advisory services to develop specific workstreams including detailed operational, digital and asset design recommendations, amenity requirements etc. </li><li> Consider strategies for leveraging new technology and the LINE’s unique city masterplan to promote best in class customer experience and community engagement. </li><li> Focus on community building and innovation when designing and delivering residential amenity, consider value-add concepts, social needs and develop a resident centric culture. Incorporate requirements of Funding, Asset Management &amp; Operations, Sales &amp; Marketing stakeholders. </li><li> Monitor delivery progress and prepare regular reporting updates as required by the business. </li><li> Take responsibility for the budget assigned for consultant workstreams, ensure procurement policy is followed, manage consultants to drive deliverables and program. </li><li> Knowledge of sustainability and technology, and their relationship to customer requirements and service provision </li><li> Take ownership of ad-hoc projects, studies and workstreams, reacting quickly to the dynamic project environment. </li><li> Assist senior management with other ad-hoc projects. </li></ul><p><br></p><strong>Background, Skills &amp; Qualifications</strong><p><br></p><strong> Knowledge, Skills and Experience </strong><p><br></p><strong>Experience</strong><p><br></p><ul><li> 15+ years’ experience, ideally with some time working client side for globally recognised Residential Operators (for example BTR/Multifamily providers, Housebuilders, Pension Funds) in mature markets. </li><li> Significant experience on front-end strategy formation, and design guidance is essential. </li><li> Specialisms in luxury, senior living, student, BTR or affordable housing advantageous. </li><li> Experience of large, mixed use masterplans is beneficial. </li><li> Experience in Property Management, Operational Readiness (Onboarding), Marketing, Customer Service, Budgeting &amp; Financial Control is advantageous. </li><li> Knowledge and understanding of Placemaking, Community Engagement and Sustainability best practice is advantageous. </li><li> Experience working with best-in-class technology hardware, software/digital solutions is advantageous. </li><li> Should be comfortable providing Operational input into development appraisals, specifications, and client briefs. </li><li> Experience building and leading teams is advantageous. </li></ul><p><br></p><strong>Skills</strong><p><br></p><ul><li> Adaptable to a dynamic and rapidly changing workload. </li><li> Able to autonomously balance and prioritise multiple workstreams. </li><li> Highly collaborative, open mindset and strong communication skills. </li><li> Able to build effective working relations with multiple stakeholders within NEOM and beyond. </li><li> High affinity to standards, technology, and innovation </li><li> Fluent in use of MS Excel &amp; PowerPoint essential, project programming software (P6/MS Project) advantageous. </li></ul><p><br></p><strong>Qualifications</strong><p><br></p><ul><li> Bachelor’s degree or equivalent in Real Estate, Housing, Customer Service other related discipline. </li><li> Master’s Degree in Community engagement, Placemaking, Real Estate, Development, Property Management. </li><li> Project Professional accreditation (RIBA, RICS, or similar) is preferred</li></ul>