Senior Manager, Customer Operations

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. The Senior Manager, Customer Operations will oversee a team of Site Managers, ensuring operational excellence and a safe experience for users while meeting financial and efficiency goals.

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

Requirements:

• 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
• Bachelor's degree or higher in Business, Technical Operations, or related degree, or equivalent experience
• Leadership experience in a startup environment