Cypress Supervisor at Panasonic Corporation of North America in Palo Alto, California

Job Description:

About Yo Labs

Technology has changed daily life in a way no one could have imagined. It's made us more productive, capable and connected. But it has come at a cost. We're productive, but overwhelmed. Capable but paralyzed by too many choices. Connected, but only if social media counts. Living this way creates a void in our daily lives. Yo Labs is here to change that. Our team is committed to alleviating the mental load that our modern world has created by putting human connection back into technology and caretaking at the heart of everything we create.

Our Cypress "Kochi" will build, lead and mentor the member-facing Cypress team. They will be responsible for market / region performance and drive key strategies for sustained growth while delivering service excellence for both B2C and B2B members.

They will be the Yo Labs side of member-facing support responsible for new member Cypress placement, Cypress reassignment, Cypress scheduling and ensuring all escalations and VIP projects are handled with the utmost care & professionalism.

What you will get to do:

• Identify Cypress hiring DNA / requirements


• Responsible for hiring, training and staffing Cypress team to support members within a local market or region


• Day to day manage of Cypress team to deliver performance and KPI metrics in line with Yo Labs business objectives


• Manage, mentor and coach Cypress on how to support, nurture and grow our member community


• Assist in building and maintaining the most up to date training material


• 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 KPI's and developing tactical plans for improving results


• Build community based activities for Cypress members to grow and work successfully together


• Help build analytical framework, ad-hoc analysis and operational dashboards that support transparency into Cypress performance


• Ensure FT experiments are implemented successfully and feedback is provided


• Collaborate with cross-functional partners to scope new features and gain team feedback through consensus model


• Responsible for onboarding new members and creating the first magic-moment


• Accurately assesses the members needs and offers Cypress match based on member preferences


• Creates a relationship with the member by building rapport and trust


• Maintains a high level of member privacy and security and can respond professionally to sensitive information and situations


• Helps develop framework for Cypress to anticipate future needs for the member & create mini-magic moments


• Assist in professional partner selections, project management and communications


• Can de-escalate member


• Delivers service KPI's and meets SLA's ; 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:

• Min. 10 years of experience in hospitality, personal or professional assistant services, coaching / mentoring or event management / planning


• Min. 3 years of team management experience


• Exceptional skills in the areas of interpersonal interactions, professional discretion, confidentiality and accountability


• Bachelor's 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


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• Strong interest in and proven track record in PA / EA / 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 & excellent attention to detail


• Strong time management skills with the ability to manage multiple tasks/details with accuracy and timeliness


• Remains calm & professional under pressure and with competing priorities


• Supports colleagues through encouragement, open communication & "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:

• Competitive compensation package


• Comprehensive benefits


• Pet Insurance


• Paid Parental Care Leave


• Flexible Work Program


• Volunteer time Off


• Casual Dress Code


• Total Well Being Program

Panasonic is 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 in Panasonic Corporation of North America.

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