Lead of Operations

**Our mission**: Put the best of people and technology at the heart of the built environment. By combining the expertise of field engineers and the agility of technology, we seek to be a leading player in facilitating the economic, digital, environmental and social transition for the better and in particular in the advent of the smart building.

WeMaintain began in 2017 with a simple observation: for years, the relationships and treatment of asset owners, building managers and engineers have been kept to a minimum standard within the building maintenance industry. Elevators that only work every other day or escalators that break when you have a suitcase - does that sound familiar? This market is very niche and yet it represents 100 billion euros. In order to meet customer needs, WeMaintain has recently moved into fire safety systems through an acquisition in the sector.

We are challenging and disrupting the industry with the conviction that combining technology and innovation for the development of digital tools, and the enhancement of technical professions will be successful:

- By giving back autonomy, time and recognition to the engineers: the true experts in the field and indispensable for successful performance
- By building our digital solutions with our own technology, hardware and software, in order to provide real-time, reliable and comprehensive data and information to optimise building management

After building a team of diverse backgrounds and skill sets, raising **€38.8 million**, opening Paris, London and Singapore offices and been adopted by transport, office and residential real estate players, such as Allianz Real Estate, KeolisAmey Docklands (Operators of the DLR), WeWork, Savills and CBRE, we are accelerating our growth, and for that, **we need you**

**Job description**:
WeMaintain is searching for a Lead of Operations in our home market, France. Operations will cover multiple cities and, in time, multiple vertical product offerings.

**Service Delivery & Process**:

- Implementation & local adaptation of global operations processes to meet local market needs across 3-10 domestic markets
- Manage service capacity and SLA performance by monitoring dashboards around breakdown handling, client & contractor satisfaction, repair times, etc
- Be a player-coach to operations teams in adapting engineer routes and unit portfolios to maintain balanced workloads, manage external contractors, coordinate with insurance auditors, and drive repair teams
- Be the backstop to ensure best-in-class health & safety standards are lived throughout the French organisation
- Lead & develop tiered stand-ups & lean processes to accelerate continuous improvement across service delivery
- Partner with internal stakeholders, e.g. in-house technical experts, other operations leads in UK, Singapore, Germany, and executive leadership to ensure operations satisfy regulatory needs while pushing our global standards higher and higher
- Design scalable teams as we expand into new domestic markets

**Team Management & Upskilling & Tools**:

- Lead ops onboarding and upskill existing team members in line with our competencies/performance management process
- Develop & own operational training materials and ensure team is current on frequent tools/process improvements
- Run operations town-hall meetings to ensure engineer voices are heard loud and clear
- Own ops administrative topics such as delegations-of-authority, HR topics, etc.

**Customer Success**:

- Ensure clear communications with clients around service interruptions, new unit onboarding, billing, repair proposals/audit needs, maintenance topics, ESG proposals
- Coach operations managers around conflict resolutions/negotiations with clients
- Be a “face” of WeMaintain for customer site visits, client meetings (support ops managers), gather customer feedback & service references, and, as needed, represent WeMaintain at trade events

**Margin**:

- Develop cross-selling mechanisms with ops managers / local Sales leads

**Preferred experience**:

- Fluent, ideally nativ French & fluent English (other languages a plus)
- Humility to learn, confidence to ensure accountability, willingness to roll up sleeves and _do
- _Lean / Six Sigma experience ideally in a services context
- Have managed a 30+ person field organisation in lifts & escalators for several years
- Ability to act decisively in ambiguous situations, balancing customer and field team needs

**Recruitment process**:

- Call or virtual meeting with Mélina, our recruiter in charge of this position - 30 Min
- Meeting (virtual or real) with Romain, our Manager Director France, our and Alexandra, our VP People - 1h
- Meeting (virtual or real) with Byron, our Manager Director Singapore - 1h
- Meeting (virtual or real) with Tom, our Manager Director United Kingdom and Mike, our Head of Operations of UK - 1h
- Welcome to WeMaintain

Type d'emploi : Temps plein, CDI

Salaire : à partir de 60 000,00€ par