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

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

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 benefits, including an immediately vested employer safe harbor match.
Generous paid parental leave as well as a phased return to work.
Flexible vacation policy in addition to paid company holidays.
Total Wellness Program providing numerous resources for overall wellbeing

Senior Manager, Customer Operations

Key skills