Field Operations Manager, SpotHero
$72-90k
+ Discretionary bonus and leading total rewards package including stock options
More information about location
2 days a week in office
Off-street parking marketplace
Be an early applicant
Off-street parking marketplace
201-500 employees
Be an early applicant
$72-90k
+ Discretionary bonus and leading total rewards package including stock options
More information about location
2 days a week in office
201-500 employees
Company mission
To simplify finding and booking off-street parking for stress-free travel experiences.
Role
Who you are
- Action-Oriented - Maintains a sense of urgency to complete a task and seeks information rather than waiting for it
- Analytical - Examines information methodically and in detail to solve problems or complete tasks
- Strong Communicator - Communicates effectively and efficiently both verbally and in writing
- Customer-Focused - Maintains committed to the SpotHero persona so marketplace brand is sustained
- Detail Oriented - Pays attention to details and learns to understand causes and not just effects
- Emotional Intelligent- Handles interpersonal relationships with astute awareness
- Independent - Not relying on another’s authority
- Leader- Leads by example; motivates through actions and inspires others to do more
- Mentor - Provides guidance and helps transfer knowledge to less experienced teammates
- Operations/Process-Minded - Focuses on the tasks that are completed day-to-day to ensure strategic goals are able to be achieved in the most efficient and scalable way possible
- Problem-Solver - Assesses situations quickly and provides creative solutions for resolution
- Resourceful - The ability to find quick and clever ways to overcome difficulties
- Team Oriented - Works well within and across departments
- Bachelor’s degree or equivalent with 1-3 years experience managing a team
- Proven ability to problem solve in a fast-paced, constantly evolving environment
- Experience managing expectations with internal and external teams
- A valid driver’s license and access to vehicle
What the job involves
- The Field Operations Manager will ensure a world class experience for customers and operators alike by serving as the leader of the team that is the frontline defense for resolving Customer Issues resulting from Operator functions
- Serve as liaison between Customer Experience and Revenue departments in order to optimize our on-site experience
- Work towards the goal of creating a seamless experience for customers so that they continue parking with SpotHero and also provide operator partners with a value add experience that enables them to continue putting inventory on our platform
- Help create best practices for resolving issues in a way that does not enable the continuation of the issue
- Maintain an optimal Star Rating and SIPP level (supply issues per park) through fulfillment of all other responsibilities (including but not limited to recommending facility data updates based on customer feedback)
- Collaborate with Regional Revenue teams and develop narratives to be presented to Operator Partners that help them understand the value of investing in making the parking experience better for SpotHero customers
- Process and analyze customer and partner feedback into actionable information to make productive changes that positively influence our customer and operator experience
- Drive process improvement by identifying inefficiencies and implementing workflow enhancements to benefit the company
- Drive product innovation by identifying technical solutions to improve operational inefficiencies
- Effectively communicate solutions to internal stakeholders and Operator partners
- Manage incoming customer reviews, Invalid Citations, Post Touch Escalations on a daily basis and ensure that Revenue and Customer Experience resources are fulfilling their obligations to resolve these issues
- Prepare for events and holidays, monitor traffic advisories, determine which supply might be affected, and update Revenue team members accordingly
- Use data to forecast and prepare for seasonal market changes and fluctuating customer volumes
- Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained
- Work with vendors and contractors to coordinate signage installation and ordering, as well as collecting strategic and competitive information
- Occasional on-site evaluation of access conditions (PARCs), facility conditions and user-facing information to ensure customer satisfaction
- Maintain relationship and policy compliance with 3rd party enforcement companies
- Evaluate the business impact of current processes using Field Operations specific metrics (Star Rating, SIPP, Refund percentage)
- Determine opportunities for improving the on-site customer experience and identify innovative techniques for delivery to ensure programs are understood and implemented by the Field Operations team
- Execute “in-market” initiatives to collect strategic and competitive information
- Collaborate with the People and Revenue leaders to develop and manage a guided onboarding program through a ramp period to maximize the success of new Field Operations hires in their first 30-60-90 days
- Tools: G Suite (including My Maps), CRM (Salesforce preferred), BI Tool (Looker preferred)
Our take
Finding a parking spot is an ever-increasing challenge, that is being solved by SpotHero, a platform which helps people find and book off-road parking across Canada and the US.
SpotHero is evolving with current trends by offering car-sharing and commercial fleet options, alongside partnering with Android Auto to increase its reservations and joining up with the navigation app Waze. It offers services to corporations too, and brings standardization to the otherwise fragmented and often confusing parking industry.
As the only independent off-street parking marketplace in North America, SpotHero has established a robust infrastructure and is expanding its services and coverage. Part of this is in its recent partnership with Google, to integrate marketing reservations into Google Maps. This, along with its existing partnerships with platforms like Apple Maps, puts SpotHero in an exciting spot going forward.
Steph
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Aug 2019
$50m
SERIES D
Sep 2018
$10.1m
SERIES C
Total funding: $117.6m
Company benefits
- Career game changer – A truly unique experience to work for a fast-growing startup in a role with unlimited potential for growth
- Flexible PTO policy and great work/life balance – We value and support each individual team member
- Annual parking stipend – we help people park!
- The opportunity to collaborate with fun, innovative, and passionate people in a casual, yet highly productive atmosphere
- Up to 95% of Medical Premiums, 50% of Dental & Vision Premiums, company-sponsored Life Insurance, 401K, and generous parental leave
Company HQ
Chicago Loop, Chicago, IL
Leadership
Mark Lawrence
(Co-Founder & CEO)Having studied Finance and Spanish at Bradley University, they spent 2 years as a Financial Analyst at Bank of America, before leaving in July 2010. That October, they founded SpotHero as CEO.
Larry Kiss
(Co-Founder & Chief Architect Officer)Having started their career at Advanced Micro Devices, they then worked at Motorola for 3 years and also as a Freelance Developer. They co-founded SpotHero with Mark, before co-founding iNotary in March 2011, where they worked as CTO for a year.
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