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Hey! We're numa. We're a dynamic, diverse hospitality brand that's offering uniquely designed apartments for the modern traveler. We specialize in the beauty of convenience and the delight of a design, with a totally digital guest experience and properties designed with intention.
Numa properties are located in the most exciting and vibrant neighbourhoods across Europe. We're not just disrupting the hospitality industry for our guests—behind the curtain, we're shaking up the way hotels operate. We've built a proprietary technology and data platform that makes running a hospitality operation more efficient than ever. We offer consistent quality and an unmatched guest experience.
ABOUT THE ROLE
Numa is seeking an experienced Head of Support Operations to lead our centralised support functions encompassing Finance, Quality Assurance (QA), and Artificial Intelligence (AI). This role is pivotal in driving operational excellence, enhancing guest experiences, and fostering innovation within our support teams. The Head of Support Operations will oversee these three teams and manage a range of strategic and operational projects to ensure seamless and efficient guest support operations.
Leadership & Management:
Strategic Planning & Execution:
Team-Specific Goals:
AI Team: Enhance the functionality and effectiveness of Numa's chatbot, focusing on improving tone of voice, expanding topic coverage, and integrating with other tools.Reduce escalation rates and increase the percentage of issues resolved by the bot.
QA Team: Implement initiatives to elevate agent performance and ensure consistent tone of voice across all interactions.Streamline support agent workflows and adopt cutting-edge technologies to optimiSe support operations.
Finance Team: Drive the automation of finance-related processes within the Guest Experience department to scale operations efficiently.Identify and implement technological solutions to enhance financial reporting and analysis.
Operational Excellence:
Performance Monitoring & Reporting:
ABOUT YOU
numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilise each person's talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations.
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