Senior Team Captain

Summary

Join Boldr, a global B-Corp, as a Senior Team Captain for Ocado Group! Manage a team of at least 50 pilots and support team leads, overseeing daily operations and serving as a point of escalation. Collaborate with clients to improve performance and work with the Client Experience Manager and People Success Team to foster team growth. Monitor team performance, provide feedback, and ensure KPI targets are met. Manage logistics, internal coordination, and external communications, while also optimizing scheduling and analyzing performance data. This role requires leadership experience, client-facing skills, and strong communication abilities.

Requirements

• Bachelor's/College Degree in any related field you’re passionate about!
• At least 2 years of experience leading supervision/leadership roles
• At least 3 years of Client facing experience
• At least 2 years of experience providing coaching
• Basic knowledge of Root Cause Analysis
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to others, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Excellent interpersonal skills with the ability to easily relate to people at various levels of the organization

Responsibilities

• Manage a team size of at least 50 pilots
• Manage a group of Support Team Leads and Team Captains
• Manage the day-to-day operations of the Boldr Team
• You are responsible for the day-to-day management of your team/s and those of the Team Captains reporting directly to you
• Serve as a point of escalation for issues outside the authority of a team member (pilot) or Team Captain
• Work closely with the client to identify performance gaps and process improvement initiatives
• Work with the Client Experience Manager, as well as the People Success Team to identify growth and development opportunities for the team members
• Identify growth and development opportunities for Team Captains, Support Team Leads, and team members
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR/PBP department for proper guidance as needed
• Monitor and assess Team Captains’ and team members’ performances, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews
• Ensure that Team Captains and team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets
• Ensure that team members and equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used by the company
• Work with the People Success Team to make recommendations for their Team Captains’ and team member’s career path, and assist in making a comprehensive training plan for them
• Relay consistent issues to the Client Experience Manager in a timely and efficient manner
• Help in culture building particularly in embracing our Core Values and practicing the competencies of a Boldr leader
• Provide guidance to team members to foster growth and development, best practices, and optimal morale in the organization
• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery of the company and Client’s offerings (i.e. its products and services)
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager
• Oversee the creation and management of efficient and cost-effective employee schedules, considering factors such as workload, skill sets, and employee preferences
• Monitor real-time performance metrics, identify deviations from plans, and implement necessary adjustments to ensure service level targets are met
• Develop and maintain key performance indicators (KPIs) related to workforce management, analyze performance data, and generate insightful reports for management

Preferred Qualifications

• Lean Six Sigma knowledge is a plus!
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications

Benefits

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development