Service Quality Center Manager

Headquartered in Los Angeles, California, Oakwood Worldwide is the world’s largest provider of high-quality, furnished and unfurnished accommodations throughout the world. For nearly half a century, Oakwood has expanded into a multi-faceted business catering to a diversified global market. Our valued employees, who make up the Oakwood team, play a critical role enabling Oakwood to achieve its steady record of successes. At Oakwood, we recognize that our employees are vital in fulfilling our mission of delivering world-class service to our internal and external clients alike.

The Service Quality Center Manager will manage, develop, implement and enhance the performance of the Service Quality Center (SQC) providing optimum customer service to Oakwood's guests. Provide leadership, training and motivation to staff to ensure performance objectives and quality assurance programs. Proactively seek new solutions to meet ever changing challenges in providing effective services and superior quality.

Assist in the start-up, development and implementation of the Service Quality Center.

Manage the daily operations to ensure goals, operating strategies and objectives are attained.

Proactively plan, develop and implement new policies/procedures and systems to improve operations.

Select, hire, train, and evaluate staff to ensure service levels and expectations.

Provide support to staff for procedural and technical issues regarding how to effectively resolve potential issues working closely within Oakwood Corporate Housing and other internal departments.

Implement new technology, tools, operating processes and critical performance metrics for measuring and ensuring operational service efficiencies.

Analyze and review the day -to-day operations/procedures and recommend improvements to be proactive, more efficient, increase productivity and customer service.

Promote a productive work environment by providing prompt resolution of employee and operational issues.
Job Requirements
REQUIREMENTS
-Bachelor's degree or related experience or equivalent combination of education and experience in related fields.
-Five years progressive management experience in customer service or call/contact center environment.
-Three years expertise in developing, proactive customer service programs, planning and/or start up operations.
-Strong understanding of current trends, business practices and knowledge of issues and challengenges in a customer service environment.
-Excellent leadership, motivational and organizational skills
-Experience producing and analyzing report data and setting goals
-Ability to adapt, be flexible and manage change effectively and transparently
-Strong communication skills both written and verbal with pro-active management approach
-Must be able to work flexible hours.



Oakwood Worldwide offers a very competitive compensation and benefits package. Along with competitive salary, the company offers medical, dental, vision, short and long-term disability insurance, tuition reimbursement, flexible spending accounts, paid vacation and sick leave, paid holidays, and a 401(k) plan with a generous employer match.

Qualified candidates please apply at our careers website -