Senior Manager, Customer Operations

Job Summary

The Senior Manager, Customer Operations will oversee a team of 4-8 Site Managers and their respective deployments. This role is responsible for defining and driving strategic operational excellence, ensuring a safe and pleasant experience for our users, and delivering measurable impact on company-wide financial and efficiency goals.

• Ensure that operations follow rigorous safety guidelines; continuously develop a culture of safety that is beyond reproach
• Design and lead the implementation of scalable operational frameworks, protocols, and advanced performance reporting across multiple locations to systematically improve outcomes
• Cultivate a high-performance, inclusive work environment, embody May Mobility values, and mentor and develop emerging leaders to establish a robust talent pipeline
• Responsible for meeting financial goals and aligning spending with the operating budget across sites
• Ensure exceptional service for both customers and passengers
• Escalate technical and operational issues and advocate for safe solutions for sites
• Maintain thorough knowledge of current products and services to effectively influence and align stakeholders on operational strategies
• Create and maintain consistent documented processes for all sites, and oversee execution of those processes
• Drive performance while maintaining safety and user experience
• Lead cross-functional initiatives to optimize end-to-end operational processes, ensuring multi-regional consistency and the adoption of best practices
• Serve as communication pipeline between site staff and other key stakeholders
• Develop and implement operational forecasting models to ensure optimal resource allocation and proactive site-level planning
• Drive alignment across teams
• Work closely with other leaders to ensure consistent processes and sharing of best practices

Success in this role typically requires the following competencies:

• Exceptional written and verbal communication skills
• Ability to effectively communicate and manage teams remotely, with ability to travel as needed
• Ability to build and maintain relationships across technical and nontechnical audiences
• Commitment to drive results and align teams toward key performance goals
• Ability to work effectively with team members at all levels of the organization
• Experience in strategic planning and execution in a dynamic, high-growth environment
• Flexibility to define and implement adaptive processes, and lead organizational change management initiatives
• Ability to create, maintain, and govern standardized, global process documentation
• Strong strategic decision-making skills with the ability to forecast and mitigate multi-regional operational risks

Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience:

Required

• Excellent verbal and written communication skills
• At least 7 years of relevant experience
• Proven experience building, training, coaching and managing small, highly-effective teams
• Associates degree or higher in Business, Technical Operations, or related degree
• Proven track record as a formal people leader in a fast adapting and customer-focused environment
• Proven experience making judgment calls in ambiguous situations
• Previous experience developing processes and managing projects
• Proven change management experience
• Prior experience in an operations or logistics background
• Working knowledge of Google Suite, Slack, and Atlassian products

Desirable

• Bachelor's degree or higher in Business, Technical Operations, or related degree, or equivalent experience
• Leadership experience in a startup environment

• Standard office working conditions which includes but is not limited to:
• Prolonged sitting
• Prolonged standing
• Prolonged computer use
• Travel required? - Frequent: 26%-50%

• Comprehensive healthcare suite including medical, dental, vision, life, and disability plans. Domestic partners who have been residing together at least one year are also eligible to participate.
• Health Savings and Flexible Spending Healthcare and Dependent Care Accounts available.
• Rich retirement…