Note: The job is a remote job and is open to candidates in USA. SpotHero is a technology company modernizing the parking industry by connecting drivers with parking operators through its mobile app and website. The Field Operations Specialist improves customer and operator experiences by analyzing feedback and data, developing processes and technical solutions, coordinating with internal teams and operator partners, and supporting field operations in the Seattle market.
Responsibilities
- With the use of data, develop new ways to improve the Customer and Operator experience, and reduce the need for Customers to contact SpotHero to resolve issues
- Work with Revenue teams and develop narratives to be presented to Operator Partners that help them understand the value of investing in making the parking experience better for SpotHero customers
- Process and analyze customer and partner feedback into actionable information to make productive changes that positively influence our customer and operator experience
- Drive process improvement by identifying inefficiencies and implementing workflow enhancements to benefit the company
- Drive product innovation by identifying technical solutions to improve operational inefficiencies
- Effectively communicate solutions to internal stakeholders and Operator partners
- Work with Revenue Growth Managers and Regional Managers and Sales Enablement to coordinate Operator communication to avoid foreseeable issues
- Occasional on-site evaluation of access conditions (PARCS), facility conditions and user-facing information to ensure customer satisfaction
- Occasional need to assist with “in-market” initiatives for collecting strategic and competitive information
- Occasional need to work with contractors to coordinate signage installation and ordering, as well as collecting strategic and competitive information
- Serve as a resource for given markets for Operator partners when Growth Managers are not available
- Maintain an optimal SIPP level (supply issues per park) and Star Rating through fulfillment of all other responsibilities (including but not limited to recommending facility data updates based on customer feedback)
- Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained
Skills
- Bachelor's degree preferred or equivalent with 1-3 years experience in customer/client facing positions or support/account management/operations experience
- Proven ability to problem solve in a fast-paced, constantly evolving environment
- A valid driver's license and access to vehicle
- Remote + onsite visits and travel (15-20% of time) required
- To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future
- Bachelor's degree preferred
Benefits
- Discretionary bonus and leading total rewards package
- Medical premiums covered generously
- 50% of dental premiums covered
- 50% of vision premiums covered
- Company-sponsored Life Insurance
- STD coverage
- AD&D coverage
- 401(k) with match and immediate vesting
- Comprehensive leave policies
- Flexible PTO policy
- Uber Eats weekly lunch stipend for in-office days
- Udemy License
- Personal Learning Budget
- Annual parking stipend
- Remote work with onsite visits and travel required 15-20% of the time
- Employee Resource Groups
- Allyship learning resources
- Discovery Days for Product and Engineering
- Gearing up for Aspiring Leaders
- Mentorship Program
- Wellness program supporting physical and mental wellbeing through ongoing events, initiatives, resources, and thoughtful perks and benefits
- Casual yet highly productive atmosphere
Company Overview