WeMaintain recrute un(e)
Lead Operations - France
CDI • Paris - hq
Cette offre est lié au département Elevators
Mots clés:
Lead
Operations
🚀 Our mission: Put the best of people and technology at the heart of the built environment(e)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(e)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(e)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.
Everything in the company is built around its values: **Care, Grit, Uniqueness!** We make sure that we apply them every day, whether within our teams or with our customers and partners.
🇫🇷🇬🇧🇸🇬 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!
WeMaintain is searching for a Lead of Operations in 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 ops stand-ups & lean processes to accelerate continuous improvement across service delivery
- Partner with internal stakeholders, e.g(e)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
- Evolve & adapt our proprietary field applications and IoT capabilities in partnership with other operations leads & product organisation
- 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:
- Apply & develop rules with technical experts around spare parts purchase & billing
- Develop cross-selling mechanisms with ops managers / local Sales leads
Desired Experience:
- Fluent, ideally native 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 service's context would be a plus
- Have managed a 20+ person field organisation in industry
- Track record of meeting SLAs in a high-pressure or regulated market
- Ability to act decisively in ambiguous situations, balancing customer and field team needs
- 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! 🎉
Why join us?
1️⃣Like any start-up, we offer you:
- 50% reimbursement of transportation costs
- 50% reimbursement of mutual insurance costs
- Memorable parties every 3 months
- Ambition and challenges
2️⃣Like some start-ups, we also offer you:
- A team of inspired and inspiring colleagues able to talk to you about their project for hours
- A caring and adaptable work environment for any situation
- Regular exchanges with each member of the team, regardless of country
- To choose your own work rhythm: face-to-face, remote-partial or full remote
- 50% of your Gymlib subscription fee is covered
- Support for your mental health thanks to Moka.care
- BSPCEs, for all employees
- A well-groomed arrival, with a welcome pack and a well-thought-out onboarding
3️⃣ Like no other start-ups, we offer you the possibility:
- To belong to a journey where each collaborator has role to play: inclusive recruitment processes, Q&A sessions with the co-founders, a team weekly where transparency is a must
- To be in a work environment where feedback, diversity and trust are intertwined(e)For example : for feedback, 360s are organised regularly; for diversity, we make sure that the team is not an army of clones; for trust, we don’t monitor each employee’s working hours
- To feel a desire to surpass ourselves together
- To meet passionate people, who come from very different jobs and backgrounds
- To advance quickly in your career if you wish
- To join a company with a very high level of ambition
- To disrupt an unsexy yet very interesting market!