The Role Overview 

• As an Operations Manager, you’ll be the bridge between Athena Members and their Executive Partners. You’ll set the foundation for a successful partnership by building relationships with members, understanding what success looks like for them, and making sure their XP has everything they need to deliver exceptional support. When things don’t go as planned, you’re the one who steps in to keep the partnership on track.

What You’ll Do

Build and maintain exceptional partnerships

• Get to know members and their Executive Partners well enough to anticipate needs and step in when it matters most
• Understand each member’s business and personal strategies to determine their priorities and capabilities
• Align XP capabilities and resources to help members reach their goals
• Identify opportunities to deepen partnerships and drive mutual success

Manage through challenges 

• Resolve conflicts quickly and diplomatically when partnerships hit rough patches
• Ensure members are always covered, even when unforeseen circumstances arise
• Prioritize Athena’s business interests and profitability while seeking mutually beneficial outcomes

Develop and lead your team

• Lead a team of 10-15 Executive Partners with coaching, feedback, and development
• Provide resources, training, and support necessary for XPs to consistently deliver world-class service
• Set clear goals and track performance metrics
• Hold your team accountable for results and foster a culture of collaboration and high performance

Think strategically and operate globally

• Blend operational expertise with relationship management to optimize processes and enhance member satisfaction
• Navigate cultural nuances across multiple countries and time zones
• Drive continuous improvement in how we serve members

What You Bring

Required experience:

• At least five (5) years of operations and people management experience
• At least three (3) years of experience interfacing with foreign stakeholders, preferably American stakeholders.
• A police clearance is required for successful candidates and should be readily available once identified for the role.
• Proven ability to manage escalations and resolve conflicts effectively
• Experience managing client relationships 
• Strong coaching skills with experience creating individualized development plans
• Experience conducting root cause analysis and creating action plans
• Comfort working night shifts and rotating schedules

Required skills:

• Excellent English communication (written and verbal)
• Strong relationship-building abilities with executives and cross-functional teams
• Strategic thinking and business acumen
• Performance management and accountability
• Adaptability in fast-paced environments

Education:

• Bachelor’s degree in business, marketing, or related field (MBA is a plus)

You’ll excel in this role if you:

• Build trust quickly and maintain it over time
• Stay calm and solution-oriented under pressure
• Balance empathy with accountability
• Communicate clearly across cultures and time zones
• Lead by example and inspire your team