About Tandem

Empty offices, endless Zoom meetings, what’s that you say about “hybrid work”?

The office market has flipped on its head. Offices are 50% as full as they were in 2019, and hybrid work patterns have changed how companies seek to find, lease, and access new space.

Tandem is a marketplace enabling companies to find office space in the 21st century. Check us at out at tandemspace.com - you’ll see hundreds of spaces on our marketplace. We match, service and enable companies every day to find their perfect office space, and we’re just getting started.

The Role:

Operations is at the heart of everything we do at Tandem. We’re looking to add a Senior Operations Manager to join our team to ensure that we can service our customers effectively and efficiently as we grow and scale. This role will be responsible for improving throughput of our funnel, from the moment a company visits our app indicating that they are looking for an office space, to the moment they move in.

This role will report directly to one of Tandem’s Founders. The ideal candidate is a self-starter with a strong track record in high-touch, customer-facing operations teams.

You Will:

• Be the face of Tandem to potential customers, developing a keen sense for each individual company’s search requirements, staying in consistent touch with them throughout their office search experience.
• Implement systems to ensure that the spaces that are the best fit for each customer are surfaced to them in a clear and timely manner.
• Help customers utilize Tandem’s software to schedule, attend, and provide feedback on office tours.
• Lead negotiation discussions between supply and demand to help close deals.
• Set and operate against customer inbound SLAs across various communication channels (e.g. Tandem app, email, text, Whatsapp).
• Develop and lead operational experiments to improve both the effectiveness and efficiency of Tandem’s operating processes.
• Lead internal stand-ups and articulate customer needs to cross-functional stakeholders in a clear and concise manner.
• Work with product and engineering to develop new features for the Tandem application at scale (based on aggregated learnings from servicing customers).

You may be a right fit for this role if:

• You are a business athlete — equally dangerous across various sales, operations, customer success, and product oriented tasks. There is not problem you aren’t excited to tackle.
• You are a strategic thinker who can synthesize observations from customer interactions into improvements to Tandem’s servicing system as a whole.
• You are able not just stay organized yourself, but create systems that allow others to stay organized as well — at any given time, you may be responsible for servicing 50+ customers, so it’s paramount that you take pride in not letting details slip through the cracks.
• You are a self-starter who loves to sink their teeth into new problems and get shit done.
• You understand that the little things matter and take pride in developing experiences that surprise and delight.
• You love showing empathy to customers, going out of your way to make their day.
• You are excited about working collaboratively with cross-functional teams to figure out how to scale a century old industry that has never been taken online.

Preferred Qualifications:

• 3-5 years of experience in operational roles
• Prior experience working in a fast-paced startup
• Track record of success in improving customer experiences
• SQL or other data analysis skills preferred
• Some sales experience preferred
• Excellent listener