Business Operations Specialist

Reports To: Chief Executive Officer (CEO)

Location: Providence, RI (hybrid \- in\-office 3 days per week)

Position Overview

The Business Operations Specialist (also referred to as Operations Coordinator or CRM Operations Associate) is responsible for managing Salesforce CRM and the end\-to\-end contract lifecycle management process, while supporting the CEO in the execution of key operational and administrative initiatives. Reporting to the CEO, this position focuses on structured implementation, cross\-functional collaboration, and high\-quality operational delivery across the organization.

This role interacts with Finance, IT, Administration, Business Development, and the Executive Team to ensure initiatives are executed efficiently and that internal systems, documentation, and processes remain organized and reliable.

This position emphasizes operational execution, process improvement, and coordination rather than strategic design or enterprise\-level decision\-making. The ideal candidate is highly proficient with business systems and technology, with demonstrated experience leveraging tools such as Salesforce CRM, contract management platforms, document management systems, and workflow automation tools to drive efficiency, improve data integrity, and support business operations.

This role is critical to ensuring operational discipline, data accuracy, and seamless execution of key business processes across the organization.

About hotelAVE

Hotel Asset Value Enhancement, Inc. (hotelAVE) is the industry's leading international hotel owner, advisor and asset management firm, with a legacy of unrivaled performance for our partners, owners and lenders of 1,700\+ hotels with more than 450,000 rooms, representing over $160 billion of hotel real estate value. The company's current asset management portfolio comprises over 75 hotels and $12\.5 billion in assets under management. The firm advises on an additional $10 billion of hotel real estate annually and the firm’s operational effectiveness division implements projects that increased GOP margins by an average of 500 bps without impact to guest service as measured one year after installation. hotelAVE uses a highly data driven and comprehensive approach, which is supported by a proprietary business intelligence \& analytics platform.

Founded in 2003 by Michelle Russo, the 2021 Jack A. Shaffer Financial Advisor of the Year and the 2025 Isenberg HTM Distinguished Industry Leader, hotelAVE’s 44 diverse professionals possess over 650\+ combined years of hotel ownership, consulting and hospitality operations experience. hotelAVE is headquartered in Providence, Rhode Island with offices and professionals located in Atlanta, Chicago, Los Angeles, Miami, New York, Raleigh, Seattle, and Washington, DC. For more information on hotelAVE, please visit

www.hotelave.com.

Key Responsibilities

Salesforce CRM \& Contract Lifecycle Management

• Own and manage the end\-to\-end contract lifecycle management (CLM) and sales pipeline from prospect through completion
• Receive prospective new business leads from executive committee and log into SalesForce
• Issue or receive and facilitate execution of NDAs and project contracts; interacting with outside counsel as directed
• Maintain contract documentation and saving process in SalesForce, Egnyte Folders, ReMAP, Key Client list using company’s naming convention protocols and in organized digital agreement folders
• Secure and maintain fully executed agreements via Adobe Sign Issue executed contracts to Client and internal departments (Finance, project leader)
• Monitor contract compliance via a contract abstract and tracking process in Sales Force and raise upcoming deadlines or actions to executive committee.
• Meet with senior team members as needed to progress contract flow from prospect to closed.
• Maintain accurate tracking of clients, proposals, contracts, fees, and pipelines within Salesforce.
• Facilitate weekly New Business Calls and ensure clear documentation of pipeline updates.
• Ensure alignment across Salesforce, Egnyte, and Key Client List data.
• Update ReMAP data (a tool for tracking every assignment and its attributes) for accurate reporting.
• Drive Salesforce adoption and champion data integrity across the organization.
• Leverage Salesforce and integrated business systems to drive scalable operations, data integrity, and process automation.

Business Operations \& Logistics

• Partner with CEO to develop, document and implement operational processes, workflows or projects that are generally focused on improving our business and associate efficiency.
• Manage project timelines, budgets, vendors and/or deliverables \- helping keep all parties (including the CEO) on track.
• Contribute to the development and maintenance of SOPs, data organization, analytics, and internal reporting tools.
• Maintain and update Sales Force contacts, including contact segmentation and tagging
• Maintain Constant Contact email marketing databases and execute email marketing campaigns including content posting on LinkedIn and company website
• Coordinate annual client gifting initiatives with EA including accurate client gift list
• Coordinate annual retreat planning and execution
• Maintain and proactively monitor execution of a recurring calendar of annual tasks

Executive \& Administrative Support

• Provide operational and administrative support to the CEO and Executive Team, functioning as a Chief of Staff resource when needed, including complex calendar management across time zones and domestic and international travel coordination
• Track CEO\-directed initiatives and ensure follow\-up and accountability.
• Prepare agendas, presentations, and materials for company meetings.
• Provide coverage support for the Executive Assistant as needed.
• Coordinate shipping and logistics using corporate accounts.
• Interact professionally with internal leaders, associates, vendors, and clients.

IT \& Systems Support

• Maintain records of hardware assignments, software access, and non\-computer equipment inventory coordinating with the CTO and IT vendor.
• Support onboarding and offboarding processes related to IT access and equipment allocation.
• Facilitate purchase and deployment of new hardware and technology in coordination with Finance and IT leadership.
• Support onsite IT needs to ensure all desk setups and office systems are functional.
• Maintain company password management systems (Dashlane).

Office Operations \& Facilities Management

• Support general office operations, organization, and vendor coordination as needed (led by Finance)
• Liaise with Finance to address facilities, cleaning, repairs, water delivery, shredding, and other vendor needs.
• Communicate with the condo association on office logistics as needed.

Qualifications \& Experience

• Bachelor’s degree in business or related field required.
• Demonstrated experience in business operations, operations coordination, project management, or a similar role within professional services, real estate, hospitality, or asset management.
• Proven ability to work cross\-functionally in a fast\-paced, growing organization.
• Experience supporting senior executives with scheduling, travel, and priority management.
• Strong proficiency with business systems and technology platforms, including Salesforce CRM (or similar), contract management software, document management systems (e.g., Egnyte), e\-signature tools (e.g., Adobe Sign), and reporting tools
• Demonstrated ability to learn new systems quickly and leverage workflow automation and technology to improve processes and operational efficiency. Familiarity with IT asset management, vendor coordination, and office operations.
• Advanced proficiency in Microsoft 365 (Outlook, Word, Excel, and PowerPoint).
• Exceptional organizational, communication, and problem\-solving skills.
• Ability to manage multiple priorities with discretion, professionalism, and attention to detail.
• Comfortable working in a hybrid work environment (on\-site \+ remote); Providence, RI\-based candidates strongly preferred.

Key Competencies

• Operational excellence and continuous improvement mindset
• Strong project management and execution skills
• Ability to manage up and proactively drive outcomes
• High level of personal accountability and integrity
• Discretion and confidentiality
• Initiative, adaptability, and comfort challenging processes to improve outcomes
• Collaborative, service\-oriented approach
• Thrives in a high\-paced, dynamic work environment

Benefits

• Medical, dental, and vision benefits
• Participation in the company’s 401(k) plan
• Friends and family rates at select hotels
• Casual dress environment

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. HotelAVE is an equal opportunity employer and does not discriminate based on race, color, religion, sex, or national origin.

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