Operations Manager [75209]

Onward Search is hiring for a Operations Manager, you will lead a dynamic team of 8-10 photographers supporting our clients brands. This role combines leadership, technical expertise and exceptional customer service to ensure our clients receive top-notch media for their residential homes, including virtual tours, schematic floor plans and photography. The ideal candidate will possess a keen eye for detail, strong technical skills, and excellent communication abilities to effectively manage remote teams. This role will work closely with clients, sales, logistics and the broader photographer department. This role is an permanent, on-site 5 days a week position.

RESPONSIBILITIES

• Lead and manage a team of 8-10 photographers providing guidance, support, and feedback to ensure high-quality performance and adherence to company standards.
• Develop and implement efficient workflows optimizing output while maintaining quality product and service.
• Conduct regular quality audits on all media to ensure accuracy, completeness, and adherence to brand standards. Provide feedback and coaching to photographers as needed.
• Maintain a high level of customer satisfaction by promptly addressing any inquiries or concerns from clients and providing exceptional service throughout the process.
• Review KPI and scorecard performance regularly to identify key areas for improvement.
• Provide ongoing coaching to team members on Matterport technology, scanning techniques, photography, and company procedures to enhance their skills and performance.
• Serve as the primary point of contact for technical issues related to equipment and software. Troubleshoot problems and coordinate with IT support to resolve issues promptly.
• Work closely with internal teams, including logistics, sales, and customer support, to coordinate appointments, address client needs, and ensure seamless delivery of services.
• Frequent travel within your region, and some travel to the Richmond, VA office is required.

QUALIFICATIONS

• Bachelor’s degree from an accredited, not-for-profit University or College
• 3-5 years’ direct operations management of 6+ employees, remote management experience required.
• Exceptional communication skills and ability to motivate and engage remote teams effectively.
• Strong attention to detail and commitment to maintaining high standards of quality and accuracy.
• Expertise in analyzing and interpreting KPIs and performance metrics.
• Dedication to delivering outstanding customer service and ensuring client satisfaction.
• Flexibility to travel for fieldwork as needed and availability to work evenings or weekends to meet client’s needs.
• Experience with Matterport technology and 3D scanning techniques is a plus.
• Candidates must possess a current and valid driver’s license.