Partner Operations Associate

Summary

Join Wing, a Google company, as a Partner Operations Associate and contribute to the growth of our drone delivery service. You will manage customer support operations, collaborating with partners to scale our service to millions. This role involves training customer service teams, resolving customer issues, developing support best practices, and maintaining product catalogs. You will analyze data, improve processes, and lead team meetings. The position requires experience in scaling support operations, managing teams, and working with Fortune 500 companies. A competitive salary, bonus, equity, and benefits are offered.

Requirements

• 3+ years of scaling support operations
• Experience using support applications and tools (e.g. Salesforce, Google Suites, etc.)
• Direct experience in managing teams and contractors
• Demonstrated success leading teams with execution and implementation
• Direct experience supporting external relationships with Fortune 500 companies and stakeholders
• Drive process improvement by identifying trends through data analysis and tracking metrics
• Must have excellent written and verbal communication skills

Responsibilities

• Manage and train all customer service (CX) operations for the Wing marketplace app
• Triage problems and issues from our customers and work to resolve them with our internal teams and partners
• Develop customer service support logic and best practices to support our partners
• Maintain and upkeep Wing’s product catalogs
• Work with staffing vendors in order to meet teams goals and KPIs
• Analyze data for support insights and trends and work cross-functionally to implement changes to drive customer satisfaction
• Own the approval process for existing and future communication with external stakeholders
• Hold and lead cadenced meetings with the team regarding data quality and integrity

Benefits

• Bonus
• Equity
• Benefits