Field Operations Specialist, SpotHero
More information about location
Off-street parking marketplace
Open for applications
Off-street parking marketplace
201-500 employees
Open for applications
More information about location
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
- Emotionally Intelligent - Handles interpersonal relationships with astute awareness
- Independent - Not relying on another’s authority
- 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 preferred or equivalent with 1-3 years experience in customer/client facing positions or support/account management/operations experience
- Proven ability to problem solve in a fast-paced, constantly evolving environment
- A valid driver’s license and access to vehicle
What the job involves
- The Field Operations Specialist will ensure a world class experience for customers and operators alike by processing feedback, analyzing data, determining trends, and implementing solutions, including new processes
- You'll serve as liaison between Customer Service and Revenue teams in order to optimize field operations
- You'll work towards the goal of eliminating Operator driven issues through technology, process development and tracking
- You'll drive growth on both sides of the marketplace by creating a seamless experience for SpotHero customers and a productive experience for our parking partners
- With the use of data, develop new ways to improve the Customer and Operator experience, and reduce the need for Customers to contact SpotHero to resolve issues
- Work with 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
- Work with Revenue Growth Managers and Regional Managers and Sales Enablement to coordinate Operator communication to avoid foreseeable issues
- Occasional on-site evaluation of access conditions (PARCS), facility conditions and user-facing information to ensure customer satisfaction
- Occasional need to assist with “in-market” initiatives for collecting strategic and competitive information
- Occasional need to work with contractors to coordinate signage installation and ordering, as well as collecting strategic and competitive information
- Serve as a resource for given markets for Operator partners when Growth Managers are not available
- Maintain an optimal SIPP level (supply issues per park) and Star Rating through fulfillment of all other responsibilities (including but not limited to recommending facility data updates based on customer feedback)
- Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained
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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