Senior Operations Associate

Summary

Join Bird's team as a Sr. Operations Associate, Community Operations, a tactical and strategic leadership role focused on data analysis, BPO performance, and global strategy development. You will oversee call centers, manage vendors and KPIs, create SOPs, handle tier 3 escalations, and drive process enhancements for operational efficiency. The role involves cost-saving initiatives, stakeholder management, and cross-functional collaboration to improve internal processes and team alignment. You will also be responsible for creating training content, managing support content updates, and assisting with Zendesk troubleshooting. This position requires experience in operations, vendor management, and international business teams.

Requirements

• 4+ years of experience in operations, ideally in a BPO setting
• Vendor Management experience
• Exceptional stakeholder management skills
• Experience in outsourcing operations
• Experience in working internationally with multiple business teams
• Ability to work independently, managing multiple projects simultaneously and driving initiatives in a cross-functional environment
• Ability to adapt quickly
• Demonstrated problem solving skills with a driven focus on team alignment
• Experience with customer management software (Zendesk preferred)
• Skilled in data and reporting efforts
• Excellent organization, written, communication, and time management skills with an acute attention to detail
• Strong team player with the ability to drive others on your team towards a common goal

Responsibilities

• Be both a tactical and strategic leader for a team operating 24x7 across various locations
• Stimulate process enhancement to present increasing operational efficiency to the entire business partner process
• Formulate cost-saving initiatives through strategic and operational objectives
• Coordinate all vendor management responsibilities and present back business cases to automate manual tasks
• Develop strategies to increase KPI results on a daily basis across sites
• Manage competing business requests from additional teams
• Identify improvement areas internally as well as perform closely with all internal stakeholders to present solutions
• Act as a liaison with Bird HQ operational teams to ensure team alignment
• Remove team blockers, solve problems, and find a path forward
• Help complete internal onboarding set up processes along with creating new training content & material, and manage support content updates as needed
• Assist in Zendesk troubleshooting and process creation
• Manage team analytics and KPI tracking

Preferred Qualifications

• SQL and Tableau experience a plus
• Metabase experience
• Zendesk familiarity (rules, triggers, automations, etc)
• Previous startup experience

Benefits

• Generous employer-paid healthcare package
• A work from home stipend
• A whole host of other out of the box benefits that meet you where you are