Overview

About Veho

Veho’s mission is to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers.

For too long, parcel delivery companies have focused solely on efficiencies and cost management. Veho focuses on the end customer. As the first technology company of its kind, Veho replaces the old delivery trucks with a two-sided crowd-sourced platform and a network of hyper-local distribution centers. Veho is disrupting the logistics space through our technology. We put the customer at the center, replacing the old model of fleet vehicles doing package delivery. We partner with some of the most recognized consumer brands such as Warby Parker and Hello Fresh to provide an incredible experience with every delivery and give customers controls on how, when, and where their package is delivered.

Customers LOVE us. Despite growing at a record speed over the past two years, we maintain an incredibly high customer satisfaction rating of 4.9/5 stars and an unprecedented on-time delivery rate of 99.9% – far above every other company in the country.

In short, we are building the logistics platform of the future.

Veho is backed by former top executives and board members at Uber, FedEx, UPS, eBay, and Amazon; three former public company CEOs, and early investors in Lyft and Instacart. We are a team of leaders who are passionate about building an incredible company that will change the face of this industry.

About the Role

The Support organization here at Veho is growing up and growing up fast. So much so to where it’s time to lock in a Support Operations Manager to help support all things Support. The support organization is composed of several different teams, and we’re looking for the right person to own the operations across the organization.

We’re looking for someone who has a great amount of experience in cross-functional collaboration while assessing the operational needs of the Support organization, and in turn, running and executing to make us as efficient as possible. Working directly with the Head of Support, you’ll help identify areas of operational excellence as the Support function scales and eventually build a team to support department needs.

What You’ll Do

    • Work cross-functionally to identify workflow improvement opportunities, and execute.
    • You’ll identify opportunities for the Support organization to work smarter instead of harder, and while that will include working with multiple people within the Support function, that includes other functions also.
    • Work closely with Engineering on technology improvements that impact the workflow of the Support organization.
    • Be responsible for testing workflows, process changes, and sharing insights prior to rolling out said changes to the entire Support organization.
    • Act as a key constituent in cross-functional initiatives by always being the voice of the customer.
    • Own operational data and use said data to inform changes across the function.
    • You’re a ninja with data, and ideally maybe too comfortable with SQL (or other languages). You love building dashboards to help people visualize the wonderful story of data, and equally enjoy applying said data to decision making.
    • Design and create an insights feedback loop that can circulate within Support and to other external functions.
    • Bridge the gap between Support and other functions by being the go-to person to provide data/insights that may prove helpful for other functions.
    • Hold the keys to our Support function’s operational tools and evaluate effectiveness.
    • This means not only do you have experience in Zendesk administration but Twilio Flex as well (or an interest in learning).
    • You’re comfortable with exploring 3rd party solutions to help optimize the way we do business, including overseeing and directly managing tool implementation, rollout, and adoption, and continual evaluation.
    • Oversee 3rd party relationships that help the Support function accomplish its operational goals.
    • Recommend, select, and evaluate the performance of 3rd party relationships for the Support function to meet its goals
    • Be the point of contact for those 3rd party relationships as the representative of the Support organization, and hold those 3rd party relationships accountable.

Required Qualifications

      • 3+ years in an operational capacity, ideally working directly with Support teams with various scopes of responsibility
      • Strong project management abilities, including working closely with other stakeholders from within the Support organization and outside.
      • An affinity for identifying efficiencies that are applicable to our business’ unique needs.
      • Excellent multi-tasker with an entrepreneurial attitude. You know how to identify things that need optimization and attention and can spring into action without much oversight.
      • You have an analytical mind, and you love to use and apply it whenever and wherever able.

Bonus Points

    • Experience selecting, managing vendor partnerships.
    • Zendesk Administrator Certification
    • PMP Certification
    • Extreme comfortability with SQL, Python, or other means of extrapolating data