Operations Manager (Residential Properties)

Location:

Hybrid - Columbia, MD Position Summary At Capitol Concierge, we do more than provide service. We create experiences that give people their time back. For over 35 years, we have partnered with residential and commercial properties to deliver concierge services that elevate lifestyle, build community, and support work-life balance. The Operations Manager is responsible for providing daily oversight, leadership, and support to a team of concierges and/or managers. This role ensures adherence to Capitol Concierge policies and procedures, oversees staffing and performance, and fosters strong relationships with property management partners. The Operations Manager develops service plans, supports concierge performance, and contributes to overall organizational success in a fast-paced, service-oriented environment. Key Responsibilities Concierge Support and Field Oversight Manage and direct concierge performance at assigned sites. Serve as the primary point of contact for concierges, offering guidance, coaching, and problem resolution. Partner with concierges to develop customized building service plans and support the implementation of approved strategies. Monitor punctuality, attendance, dress code compliance, order processing, reporting, and policy adherence. Address and escalate HR-related needs to HR and Property Management as appropriate. Conduct performance documentation including write-ups, recommendations, acknowledgements, and annual reviews. Complete Concierge Visit Forms, review with staff, establish objectives, and submit forms daily to HR. Represent concierge concerns and questions to senior leadership. Service Activity and Performance Management Monitor and review concierge service activity on a weekly and ongoing basis. Coach concierges to meet performance standards and achieve service activity goals. Develop service goals and support concierges in achieving them. Conduct regular property management visits to validate service quality. Plan and assist in staff events and recognition efforts. Facilitate new hire training and ongoing employee development.

Reports To:

Director of Operations Qualifications High school diploma required; bachelor's degree preferred. 3-5 years of customer service, sales management, administrative management, or similar leadership experience. Strong interpersonal and communication skills. Highly organized with the ability to manage multiple tasks and deadlines. Strong sense of urgency and proactive work style. Proficiency in Microsoft Word and Excel; experience with PowerPoint or Publisher is a plus. BuildingLink experience strongly preferred. Our Values Integrity — Acting with honesty and strong moral principles. Loyalty — Commitment to the team and company. Passion to Serve Joyfully — Serving others with respect and a positive attitude. Accountability — Taking responsibility for actions and performance. Transparency — Communicating openly and clearly. 100%, 100% of the Time — Dedication to consistently going above and beyond. Value Alignment Questions Do you do what is right, even when no one is watching? Do you take ownership of your work and the company? Do you serve others gladly and treat everyone with respect? Do you take responsibility for your performance and seek improvement? Are you trustworthy? Do you keep your commitments? What We Offer Full-Time Employees Paid Time Off (vacation, personal, and sick leave). Company-paid life insurance ($35K for concierges, $50K for management). Medical, dental, and vision insurance with a 100% employer-paid option. HRA Clarity Card ($250 company-paid with medical enrollment).

Voluntary benefits:

Short-term disability, long-term disability, supplemental life. Flexible Spending Account (FSA). Education Assistance Program. 401(k) retirement plan. Part-Time Employees Sick leave. 401(k) retirement plan. Join Us Be part of a company that values excellence and service. Apply today and make a meaningful impact. Equal Opportunity Employer We consider all qualified applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other legally protected characteristic.