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We connect travellers with locals - it’s like having a friend show you around their city

Operations Manager - Make Travel about People not just Places

$40k – $50k • 0.25% – 1.5%
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Lokafy connects travellers with locals, called Lokafyers - for an experience that’s like a friend who shows you around their city. We're based in Toronto but we’re expanding quickly to cities all over the world, from Cape Town to Hong Kong and everywhere in between (over 250 cities). You can see a one-minute video that explains the concept here: lkfy.co/2a9oCUR

I started Lokafy to change the way people travel, to make it more about the people we meet, not just the places we see. To bring the world closer together. I believe that by getting to know people from around the world, we can start to see the world from new perspectives. We’ll discover that we’re more similar than we are different. And that the things that bring us together are much more important than the things that drive us apart.

The Manager of Operations is a key foundational role at Lokafy, since you would be helping to shape the experience we provide Lokafyers and travellers and our ability to scale in the coming years. While Technology helps us to achieve scale and Marketing will help us grow, Operations is Lokafy.

What You’ll Do:

- Manage a remote international Operations team (currently 8 people)

- Continuously evolve operations processes to improve the experience for travellers and Lokafyers as Lokafy achieves scale

- Develop processes, metrics and reporting so that everyone on the team is informed about how we’re doing and what we need to work on

- Personally handle operations issues that are escalated, both good and bad; like onboarding a promising new Lokafyer or having a call with a Traveller who left a bad review

- Act as a product manager, working with developers and the founder (that's me) to build our in-house operations system and web app

- Represent Lokafy, embodying our mission and values to Lokafyers and travellers around the world

- Contribute ideas and energy to foster our brand and culture as we scale

I'm Looking for Someone Who:

- Is an excellent communicator (written and oral), on the phone, via email and in-person in English

- Is confident and comfortable picking up the phone and calling someone to build a stronger relationship or efficiently resolve issues

- Is able to effectively manage a global remote operations team

- Is conscientious and organized; driven to continuously improve processes and solve problems

- Takes challenges head-on and works with integrity and focus to get things done

- Has strong empathy, with a strong ability to see things from Lokafyers', travellers' and our team’s perspective

- Comfortable using technology (such as spreadsheets, pivot tables, new apps), to make processes more efficient

- Has the ability to learn quickly and embrace new ways of doing things, since we would be continuously improving our processes and technology

NOTE: This role is quite demanding. Changing the world is hard work. As we work to solidify our operations, you would need to be available to work extended hours and/or weekends when necessary.

Nice to have:

- Additional language skills are an asset; currently, we offer Lokafy experiences in English, German, Spanish, French, Italian and Portuguese (in that order) but this list will expand as Lokafy grows. Our operations team is multilingual so that we can talk to travellers in their language

- Experience doing this type of role is definitely appreciated, especially in a growing startup. It's a role that has a lot of responsibility, so if you've performed a similar role in the past or have transferable skills, it will help us overcome challenges. However, this is in the nice to have section because I believe that the most important qualities are: passion, resilience, aptitude and your ability to learn quickly as Lokafy grows and evolves.

Why You Should Join Us:

- Change the world. Come to work every day with pride and purpose; knowing that your work is helping to bring the world closer together

- Rapid growth. Expect that your role would evolve as the company grows. What you put in is what you’ll get out of this role in terms of growth and opportunities.

- Be recognized for the work you do and have a real impact, not just a cog in a giant wheel.

- This is the perfect stage to join Lokafy, we’re still early stage, but we have funding and growth. You'll have a direct impact on thousands of people around the world, from major cities like NY, Hong Kong, and Paris, to far-flung places like Ulaanbaatar, Tbilisi and Quito.

- In addition to the salary, you would participate in the employee stock option program so that you can share in the company's success

- Work with a close-knit team based in Toronto: Founder, 2 Developers, interns along with a global operations team working remotely