About this role
Bachelor's degree from a competitive university, preferably from a highly respected American Public University known for its diversity and business program. Preferred degrees: Communication Studies, Business Management, Psychology, Political Science, Economics. Minimum 4+ years of relevant work support experience in the Startup or Tech Industry, with at least 2-3 years of team leading and people management. Has worked at a minimum of one, preferably two 1B USD tech startups Strong Zendesk, Slack, and Homebase experience (rules, triggers, automation, etc) Demonstrated ability to deliver results in a complex operational environment, and with minimal direction Demonstrated ability to lead and develop people in a team environment Analytical and critical thinking ability Strong communication and organization skills Be nimble and adaptable to fast change, flexible to change Growth mindset: you seek out learning opportunities for yourself and the team Self-Starter that radiates positivity and possess a “can-do” attitude As the User Operations Manager you will be responsible for the support and success of our entire user base, this includes both the Hunter program and also the Rider Support department. You will lead two high performing teams responsible for ensuring that VOI provides the highest quality support to both kinds of users. In doing so, you ensure that our operations function smoothly while maintaining a strong user community. We are highly user-centric, collaborative, and innovative, and we believe any problem or issue can be resolved well with the right passion and mindset. The role demands great interpersonal skill and experience in customer service, team leading, management, and CRM tools. The ideal VOI User Operations Manager will have experience in the startup and tech industry, preferably in the electric-scooter space, and must have technical skills and the ability to learn and apply tools fast. They should have a stubborn refusal to settle or compromise quality of product and service due to the demands of fast growth. The ideal candidate has built and/or led teams, is highly operational, highly entrepreneurial, and is obsessed with empowering both VOI’s internal staff and also external user base. They are motivated by building the future, building the company, building the community. In addition to passion, interpersonal skills, and previous experience, they can also dig into data to solve operational issues, and are always iterating small improvements in processes and inspires. As a whole, the User Operations Manager is ideally the person who can make something from nothing, inspire and lead a team during the most trying times, and build and lead a diverse, multi-national team. We are aiming to create a system of electrically powered scooters around urban centers to provide an affordable, sustainable, and exhilarating way to commute while helping people to reduce their carbon footprint and cities to have a more sustainable transportation network.