Vertical Operations Manager, Super

• 3-8 years of relevant work experience in operations, consulting, or at a startup
• Strong investigative and critical thinking experience
• Excellent attention to detail and proven track record of process improvement
• Strong methodical techniques with the experience to proactively identify gaps, inconsistencies, or areas of improvement
• Strong communication and presentation experience
• Propensity to work collaboratively with cross-functional teams
• Strong organizational and time management skills
• Knowledge of customer service practices and protocols, preferably in the Fintech/Travel/memberships sector
• Bachelor's degree in Business, Economics, or related field

Desirable

• The Vertical Operations Manager is the face of Operations to their respective business lines and partners closely with the General Manager and associated Mission Aligned Teams (MATs).
• This role is accountable for defining operational product policy to support business performance and strategic needs and validating that it is happening. Supported by a Performance Analyst, this team ensures our users are receiving an experience that embodies our service level tenets by digging deep into our operations performance data and customer engagements.
• Accountable for customer experience KPIs, this role will collaborate closely with the cross-functional operations teams to troubleshoot performance variances and advocate for continuous improvement. We are searching for someone who possesses a perfect blend of investigative prowess, detail orientation, and ownership
• Stakeholder Partnership: Work closely with the GM and MATs to determine operational policies that can support each businesses’ strategic growth objectives. Collaborate internally within Operations to achieve these outcomes and performance expectations
• Strategic Recommendations: Develop and execute data-driven recommendations that improve our customer experience and balance cost efficiency, using a data—and technology-first approach
• Evaluate Vertical operational performance, both near and long term, against KPIs to assess opportunities for improvement, both in cost efficiency and improved service levels
• Collaborate with the Customer Success Team, Agent Enablement Team and cross-functional stakeholders to ensure alignment and completion against performance expectations
• Data analytics: Pro-actively use data analytics to identify trends, patterns, and areas for improvement, to develop strategy while presenting insights to the team and management