Job description
Bird’s cleaner, affordable, and on-demand mobility solutions are available in cities globally. We take a collaborative, community-first approach to micromobility. Bird partners closely with the cities in which it operates to provide a reliable and affordable transportation option for people who live and work there.
Role Overview:
The Sr. Operations Associate, Community Operations will be a tactical and strategic leader on the CommOps team who will primarily be responsible for owning the team’s data and analytical needs as well as driving forward exceptional performance from our BPO. This role will work closely to build and maintain our organization’s global strategy and will be tasked with pro-actively identifying future needs to ensure Bird is operationally ready as strategy evolves and the business grows. As a key contributor on the CommOps team, this individual will both drive forward support initiatives and ensure that our communication CRM is optimized for user workflows.
In this role you will be overseeing our call centers in Bucharest and India. Must have vendor management experience, and experience managing KPI’s. Creating SOP’s. You will also be managing tier 3 Escalations.
Key Responsibilities:
- Be both a tactical and strategic leader for a team operating 24x7 across various locations
- Stimulate process enhancement to present increasing operational efficiency to the entire business partner process
- Formulate cost-saving initiatives through strategic and operational objectives
- Coordinate all vendor management responsibilities and present back business cases to automate manual tasks
- Develop strategies to increase KPI results on a daily basis across sites
- Manage competing business requests from additional teams
- Identify improvement areas internally as well as perform closely with all internal stakeholders to present solutions
- Act as a liaison with Bird HQ operational teams to ensure team alignment
- Remove team blockers, solve problems, and find a path forward
- Help complete internal onboarding set up processes along with creating new training content & material, and manage support content updates as needed
- Assist in Zendesk troubleshooting and process creation
- Manage team analytics and KPI tracking
Must-Have:
- 4+ years of experience in operations, ideally in a BPO setting
- Vendor Management experience
- Exceptional stakeholder management skills
- Experience in outsourcing operations
- Experience in working internationally with multiple business teams
- Ability to work independently, managing multiple projects simultaneously and driving initiatives in a cross-functional environment
- Ability to adapt quickly
- Demonstrated problem solving skills with a driven focus on team alignment
- Experience with customer management software (Zendesk preferred)
- Skilled in data and reporting efforts
- Excellent organization, written, communication, and time management skills with an acute attention to detail
- Strong team player with the ability to drive others on your team towards a common goal
Preferred Qualifications:
- SQL and Tableau experience a plus
- Metabase experience
- Zendesk familiarity (rules, triggers, automations, etc)
- Previous startup experience
Culture at Bird
We’re an ambitious, smart and open-minded team that is passionate about our mission. Each day is unlike the last, as we’re constantly moving forward, challenging each other, and working together to create the future of micro-mobility.
Perks up
We want people to succeed at Bird, so we give our teams plenty of time off to relax and recharge. We also offer a generous employer-paid healthcare package, a work from home stipend, and a whole host of other out of the box benefits that meet you where you are.
Bird is the world
Bird stands for a culture of inclusion. We celebrate different backgrounds, experiences, and perspectives —encouraging everyone to bring their authentic selves to work. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions. For these reasons and more Bird is a proud equal employment opportunity employer. We welcome everyone regardless of their race, colour, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment.
Sound like a place you’d like to work? Sweet. Let’s chat.
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