Operations Manager

Job Description – Operations Manager

Position: Operations Manager

Company: Cozmo Living

Location: Viman Nagar, Pune

Employment Type: Full-Time

About Cozmo Living

Cozmo Living is a premium co-living brand redefining student and working professional accommodation through thoughtfully designed spaces, exceptional hospitality, and technology-driven operations. We are looking for an Operations Manager to lead the day-to-day operations across all Cozmo Living properties and ensure an outstanding resident experience.

Role Summary

The Operations Manager will be responsible for overseeing the complete operations of all Cozmo Living properties, ensuring high occupancy readiness, seamless resident experience, efficient staff management, quality housekeeping, timely maintenance, vendor coordination, and adherence to company SOPs. This role requires strong leadership, operational excellence, and a customer-first mindset.

Key ResponsibilitiesProperty Operations

• Manage the daily operations of all Cozmo Living properties.
• Ensure every property is maintained to Cozmo Living's quality standards.
• Conduct regular inspections and operational audits.
• Ensure rooms are ready before resident move-ins.
• Oversee smooth move-in and move-out processes.

Resident Experience

• Deliver an exceptional living experience to every resident.
• Resolve resident complaints promptly and professionally.
• Maintain high resident satisfaction and retention.
• Build a vibrant community through engagement initiatives.
• Ensure all resident requests are addressed within defined timelines.

Team Management

• Lead Property Managers, Housekeeping Executives, Maintenance Staff, and Security Personnel.
• Recruit, train, mentor, and evaluate operational team members.
• Prepare staff duty rosters and monitor attendance.
• Conduct regular team meetings and performance reviews.
• Foster a culture of accountability and service excellence.

Housekeeping & Facility Management

• Ensure daily cleaning of rooms and common areas.
• Monitor housekeeping quality and hygiene standards.
• Schedule deep cleaning and periodic maintenance.
• Maintain linen and housekeeping inventory.

Maintenance Management

• Coordinate plumbing, electrical, AC, carpentry, internet, and appliance maintenance.
• Ensure preventive maintenance schedules are followed.
• Minimize downtime by resolving maintenance issues quickly.
• Maintain maintenance logs and service records.

Vendor Management

• Manage housekeeping, laundry, food, internet, pest control, and maintenance vendors.
• Evaluate vendor performance and service quality.
• Negotiate contracts and optimize operational costs.
• Ensure timely completion of vendor services.

Inventory & Asset Management

• Maintain records of furniture, appliances, and operational assets.
• Conduct periodic inventory and asset audits.
• Prevent asset loss and ensure timely replacement where required.
• Manage procurement of operational supplies.

SOP & Compliance

• Implement and enforce Cozmo Living's Standard Operating Procedures (SOPs).
• Ensure compliance with company policies and safety standards.
• Monitor fire safety, emergency preparedness, and statutory requirements.
• Maintain operational documentation and reports.

Budget & Cost Control

• Monitor operational expenses across all properties.
• Identify opportunities to improve efficiency and reduce costs.
• Ensure effective utilization of manpower and resources.
• Approve operational purchases within authorized limits.

Coordination with Departments

• Work closely with Sales to ensure inventory readiness and occupancy planning.
• Coordinate with Accounts for resident collections, billing, and security deposit settlements.
• Support Marketing during admission seasons, events, and promotional campaigns.
• Provide operational updates to senior management.

Reporting & MIS

• Prepare daily, weekly, and monthly operational reports.
• Track occupancy, complaints, maintenance requests, housekeeping quality, and operational KPIs.
• Present performance reports and improvement plans to management.

Key Performance Indicators (KPIs)

• Resident Satisfaction Score (CSAT)
• Occupancy Readiness
• Complaint Resolution Time
• Property Audit Scores
• Housekeeping Quality Score
• Maintenance Turnaround Time
• Vendor Performance
• Staff Productivity
• Cost Control & Budget Adherence
• Resident Retention Rate

Qualifications

• Bachelor's degree in Hospitality, Hotel Management, Business Administration, Operations Management, or a related field.
• MBA is an added advantage.
• 3–7 years of experience in hospitality, co-living, property management, hotels, serviced apartments, or facility management.

Skills Required

• Strong leadership and people management.
• Excellent communication and interpersonal skills.
• Customer service orientation.
• Vendor and stakeholder management.
• Problem-solving and decision-making.
• Budgeting and operational planning.
• Inventory and asset management.
• Proficiency in Microsoft Excel, Google Sheets, and property management software.
• Ability to manage multiple properties simultaneously.

What We Look For

• Strong ownership and accountability.
• Attention to detail.
• Ability to work in a fast-paced environment.
• High level of professionalism and integrity.
• Process-driven mindset.
• Passion for delivering exceptional customer experiences.

Salary: As per experience and qualifications.