Senior Manager, Customer Operations

Job Summary

The Senior Manager, Customer Operations will oversee a team of 4-8 Site Managers and their respective deployments. This role is responsible for defining and driving strategic operational excellence, ensuring a safe and pleasant experience for our users, and delivering measurable impact on company-wide financial and efficiency goals.

Essential Responsibilities

• Ensure that operations follow rigorous safety guidelines; continuously develop a culture of safety that is beyond reproach
• Design and lead the implementation of scalable operational frameworks, protocols, and advanced performance reporting across multiple locations to systematically improve outcomes.
• Cultivate a high-performance, inclusive work environment, embody May Mobility values, and mentor and develop emerging leaders to establish a robust talent pipeline.
• Responsible for meeting financial goals and aligning spending with the operating budget across sites
• Ensure exceptional service for both customers and passengers
• Escalate technical and operational issues and advocate for safe solutions for sites
• Maintain thorough knowledge of current products and services to effectively influence and align stakeholders on operational strategies.
• Create and maintain consistent documented processes for all sites, and oversee execution of those processes
• Drive performance while maintaining safety and user experience
• Lead cross-functional initiatives to optimize end-to-end operational processes, ensuring multi-regional consistency and the adoption of best practices
• Serve as communication pipeline between site staff and other key stakeholders
• Develop and implement operational forecasting models to ensure optimal resource allocation and proactive site-level planning.
• Drive alignment across teams to ensure consistent operational standards and performance metrics.