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.

Essential Responsibilities

• 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.

Skills and Abilities

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

Qualifications and Experience

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

Physical Requirements

• Standard office working conditions which includes but is not limited to:
• Prolonged sitting
• Prolonged standing
• Prolonged computer use

• Travel required? - Frequent: 26%-50%

Want to learn more about our culture & benefits? Check out our website!

May Mobility is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, genetics or any other legally protected basis. Below, you have the opportunity to share your preferred gender pronouns, gender, ethnicity, and veteran status with May Mobility to help us identify areas of improvement in our hiring and recruitment processes. Completion of these questions is entirely voluntary. Any information you choose to provide will be kept confidential, and will not impact the hiring decision in any way. If you believe that you will need any type of accommodation, please let us know.

Note to Recruitment Agencies: May Mobility does not accept unsolicited agency resumes. Furthermore, May Mobility does not pay placement fees for candidates submitted by any agency other than its approved partners.