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Member Operations Team Lead

REQ: REQ-127548 Operations

Panasonic R&D
  • Seattle, WA, United States
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About Yohana:

Yohana is on a mission to help people find more balance and prioritize well-being. We create integrated software, services, and hardware specifically for modern families, to alleviate their mental load so they can feel present and connected. We are a fully funded independent subsidiary of Panasonic, one of the oldest purpose-driven brands in the world, with leadership from big tech Google, Apple, Microsoft as well as hypergrowth startups Nest, Waymo, Casper.

First up is our Yohana Membership, which just launched in Seattle. It’s a personal assistant service designed for busy families, especially moms, to help lighten the mental load of having too much to do. Its the first of many meaningful things we’re working on.

We’re building a positive, supportive culture from the ground up, where individuals and teams grow together. Maybe you should join us.

About The Role:

Our Yohana Member Operations team lead will hire, train, build, lead and mentor the member-facing family assistant team. They will be responsible for market or region performance managing teams of greater than 15 team members and driving key business strategies for sustained growth while delivering service excellence for both B2C and B2B members. They will ensure their team has first in class training, delivers a consistent branded member experience, has reliable attendance and meets core business metric deliverables.

What You'll Get To Do:

  • Responsible for hiring, training and staffing member support team ensuring local market or region specific subject matter expertise
  • Day to day management of Cypress team to deliver performance and KPI metrics in line with Yohana business objectives
  • Manage, mentor and coach Cypress department team members on how to support, nurture and grow our member community
  • Responsible for team scheduling, payroll compliance, payroll approval & overtime management
  • Can conduct team realignment sessions and provide clear feedback + direction for their team
  • Assist in building and maintaining the most up to date training material
  • Continue to develop and grow the Yohana team culture with a focus on our mission and vision
  • Assist Cypress team in improving KPI metrics and achieving goals
  • Develop strategies that drive performance and lower support cost while delivering service excellence
  • Weekly analysis of KPIs and developing tactical plans for improving results
  • Build community based activities for Cypress team members to grow and work successfully together
  • Help build analytical framework, ad-hoc analysis and operational dashboards that support transparency into Cypress team member performance
  • Ensure FT Field Trial experiments are implemented successfully and feedback is provided
  • Collaborate with cross-functional partners to scope new features and gain team feedback through consensus model
  • Maintains a high level of member privacy and security and can respond professionally to sensitive information and situations
  • Works cross-functionally with Member Experience team to develop framework to anticipate future needs for the member and create mini-magic moments
  • Can de-escalate member disagreement or disappointment and turn conflict into a successful service recovery
  • Delivers service KPIs and meets SLAs ; always striving to exceed member expectations
  • Test and use company technology in order to provide product feedback to drive quality
  • Cross functional communication between multiple departments and key stakeholders

What You’ll Bring:

  • 10+ years of experience in hospitality, personal or professional assistant services, coaching or mentoring or event management or planning
  • 2+ years of supervisor or team management experience or experience in developing and overseeing team success
  • Working knowledge of basic labor laws for a non-exempt workforce
  • Exceptional skills in the areas of interpersonal interactions, professional discretion, confidentiality and accountability
  • Bachelors degree in business administration, business development, management and development, client service, account management or equivalent experience in related fields
  • High degree of initiative and strategic problem solving, focused on ideal outcome vs. most achievable outcome
  • Strong interest in and proven track record in PA or EA or Event Planning or related work experience
  • Effective networking and experience in strengthening relations and development of partners across the full range of disciplines, including communications and member relations
  • Excellent verbal and written communications, especially adept at developing and pitching persuasive presentations and execution plans.
  • Extremely organized and excellent attention to detail
  • Strong time management skills with the ability to manage multiple tasks or details with accuracy and timeliness
  • Remains calm and professional under pressure and with competing priorities
  • Supports colleagues through encouragement, open communication and “how can I help you” mentality
  • Able to work effectively as part of a small, proactive team
  • Proficient with Google Suite, Zendesk, and or other CRM systems
  • Ability to work for extended days and or weekends during critical points in Partnership launches
  • Has FUN!

What We Offer:

  • Opportunity to join a hyper-growth startup on a mission to make well-being attainable for modern families
  • Competitive compensation
  • Comprehensive benefits Medical, Dental, Vision, HSA, FSA
  • 401k with employer match
  • Life and Short Term Disability Insurance
  • Supplemental Medical Coverage
  • Unlimited PTO
  • 12 Company Holidays
  • Paid Maternity and Parental Leave
  • Paid Caregiver Leave
  • Employee Assistance Program
  • Group and 1-on-1 Career Coaching
  • Pet Insurance
  • Casual Dress Code
  • Catered Lunch and Snacks
  • Discounts on Panasonic products
  • Company Social Events

We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest.

REQ: REQ-127548 Operations

  • Seattle, WA, United States
Apply Apply

As a global policy, Panasonic does not recognize resumes or other application materials submitted from staffing agencies and search firms outside of our system. Therefore, please do not submit resumes or other application materials through the external Panasonic web site or directly to our employees. Any resumes or other application materials submitted through the external web site or directly to employees of Panasonic or any of its subsidiaries or affiliates will not be eligible for any agency fee, and the resume and other application materials will be added to our database for direct recruitment.

Panasonic assigns only certain positions to approved staffing agencies and search firms that have a current agreement with Panasonic in place. Not all positions are eligible for an agency fee.

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