Job Description:

Position Summary

We are seeking a highly organized, curious, and customer-focused Platform Operations Lead to oversee the day-to-day operations of a growing tolling rewards platform that includes a customer website and iOS/Android app.

This role is responsible for ensuring the rewards platform operates efficiently by monitoring customer feedback, evaluating operational KPIs, coordinating cross-functional communication, supporting customer acquisition and engagement activities, and tracking platform enhancements and defects. The ideal candidate thrives in a fast-paced environment, enjoys solving problems, and has the ability to work across multiple functions including operations, customer support, product management, technology, and marketing.

This is not a software development role and not a marketing specialist role. Instead, this position serves as a key operational professional who helps ensure all aspects of the platform are performing effectively while continuously identifying opportunities to improve the customer experience.

Key Responsibilities

Platform Operations

• Monitor the day-to-day performance of the tolling rewards platform, including:

• Customer-facing website

• iOS & Android mobile application

• Track platform health, customer experience, and operational performance.

• Identify trends, recurring issues, and opportunities for product improvements.

• Coordinate with internal teams and external vendors regarding platform enhancements and issue resolution.

• Prepare weekly and monthly status reports on platform performance and operational metrics.

Customer Support Oversight

• Monitor Zendesk support desk performance and customer service trends.

• Review daily, weekly, and monthly customer support KPI's.

• Analyze support ticket data to identify root causes, recurring customer concerns, and improvement opportunities.

• Develop recommendations to improve customer experience, operational efficiency, and issue resolution times.

• Act as a liaison between customer support and product teams to ensure customer feedback drives platform improvements.

Marketing Operations Support

• Monitor customer acquisition and retention activities established by the VP of Marketing.

• Manage and oversee operational use of the Iterable platform for the rewards platform.

• Support execution and monitoring of:

• Customer acquisition campaigns

• Customer onboarding communications

• Product update communications

• Customer engagement campaigns

• Analyze campaign performance and provide reporting on key metrics and trends.

• Ensure customer communications are accurate, timely, and aligned with rewards platform objectives.

Product Improvement & Issue Management

• Track and classify customer-reported issues.

• Prioritize and communicate enhancements and defect trends to product management.

• Assist in documenting business requirements for system improvements.

• Recommend process improvements and product enhancements based on customer feedback and platform analytics.

• Help ensure product updates are effectively tested, communicated, and tracked.

Reporting & Cross-Functional Coordination

• Coordinate activities across customer support, marketing, technology, operations, and executive leadership.

• Present findings and recommendations to leadership.

• Support special projects and strategic initiatives as needed.

• Ensure stakeholders have visibility into platform performance and customer experience trends.

Required Qualifications

• Bachelor's degree in Business, Operations, Marketing, Communications, Technology, or a related field, or equivalent professional experience.

• 5+ years of experience in one of the following:

• Project Management

• Product Operations

• Program Management

• Business Operations

• Customer Experience Operations

• Experience coordinating projects across multiple departments.

• Experience analyzing operational metrics and KPI data.

• Strong written and verbal communication skills.

• Ability to manage multiple priorities simultaneously.

• Strong organizational and problem-solving abilities.

• Proficiency with Microsoft Office applications, including Excel and PowerPoint.

Preferred Qualifications

• Experience supporting customer-facing digital platforms.

• Experience with customer support systems and ticketing platforms.

• Experience using or administering marketing automation platforms such as Iterable.

• Experience working with mobile applications and web-based products.

• Familiarity with product management methodologies and continuous improvement practices.

• Experience developing reports, dashboards, and executive-level presentations.

Desired Personal Characteristics

The successful candidate will be:

• Naturally curious and eager to learn.

• Creative in identifying solutions and improvement opportunities.

• Comfortable working across multiple business functions.

• Customer-focused and data-driven.

• Highly organized and detail oriented.

• A strong communicator who can effectively engage technical and non-technical audiences.

• Self-motivated and able to work independently.

• Adaptable in a fast-changing environment.

What Success Looks Like

In this role, success will be measured by:

• Improved customer support KPI's and customer satisfaction trends.

• Effective tracking and resolution of platform issues.

• Clear and actionable operational reporting.

• Successful execution and monitoring of customer communication campaigns.

• Increased visibility into platform performance and customer experience.

• Strong collaboration across operations, support, marketing, product and technology teams.

• Continuous identification and implementation of platform improvements.

Seize the challenge. Move the world together! Innovative, creative, respectful, and diverse are some of the ways we describe ourselves. We are motivated by challenges, and we collaborate across our business units to move the world together. Your journey to a fulfilling career starts here!