Sr. Operations Associate

Bird; Toronto; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading micromobility company in Toronto seeks a Sr. Operations Associate to lead a global team and enhance operational efficiency. You will manage vendor relationships, drive performance from business process outsourcing, and tackle data analysis. The ideal candidate has over 4 years of operations experience, particularly in a BPO environment, coupled with exceptional stakeholder management and problem-solving skills. Join a passionate team committed to shaping the future of micromobility.

Benefits

Ample time off

Generous employer-paid healthcare package

Work-from-home stipend

Qualifications

• 4+ years in operations, preferably in a BPO environment.
• Exceptional stakeholder management skills.
• Experience with customer management software (Zendesk preferred).
• Strong problem-solving skills with a focus on team alignment.

Responsibilities

• Lead a 24x7 team across various locations.
• Enhance processes to improve operational efficiency.
• Implement cost-saving initiatives aligned with strategic goals.
• Manage vendor relationships and automate manual tasks.

Skills

Operations management

Vendor management

Stakeholder management

Data analysis

Problem-solving

Customer management software

Tools

Zendesk

SQL

Tableau

Job description

Birds cleaner affordable and on-demand mobility solutions are available in cities globally. We take a collaborative community-first approach to micromobility. Bird partners closely with the cities in which it operates to provide a reliable and affordable transportation option for people who live and work there.

Role Overview :

The Sr. Operations Associate, Community Operations, will be a tactical and strategic leader on the CommOps team. This role is primarily responsible for managing the team's data and analytical needs, driving exceptional performance from our BPO, and building and maintaining our global strategy. The individual will proactively identify future needs to ensure Bird's operational readiness as the strategy evolves and the business grows. As a key contributor, this person will support initiatives and optimize our communication CRM for user workflows.

This role oversees our call centers in Bucharest and India. Vendor management experience and KPI management are essential. The responsibilities include creating SOPs and managing tier 3 escalations.

Key Responsibilities :

• Lead tactically and strategically for a 24x7 team across various locations.
• Enhance processes to improve operational efficiency.
• Implement cost-saving initiatives aligned with strategic and operational goals.
• Manage vendor relationships and automate manual tasks through business cases.
• Develop strategies to improve KPIs daily across sites.
• Handle competing requests from different teams.
• Identify internal improvement areas and collaborate with stakeholders to implement solutions.
• Coordinate with Bird HQ operational teams for alignment.
• Resolve blockers, solve problems, and find solutions.
• Support onboarding, create training materials, and update support content.
• Assist with Zendesk troubleshooting and process creation.
• Manage team analytics and KPI tracking.

Must-Have :

• 4+ years in operations, preferably in a BPO environment.
• Vendor management experience.
• Exceptional stakeholder management skills.
• Experience in outsourcing operations.
• Experience working internationally with multiple teams.
• Ability to manage multiple projects independently and drive initiatives.
• Adaptability and quick learning.
• Strong problem-solving skills with a focus on team alignment.
• Experience with customer management software (Zendesk preferred).
• Data analysis and reporting skills.
• Excellent organizational, communication, and time management skills.
• Team-oriented with leadership qualities.

Preferred Qualifications :

• SQL and Tableau experience.
• Metabase experience.
• Familiarity with Zendesk rules, triggers, automations.
• Previous startup experience.

Culture at Bird

We are an ambitious, smart, and open-minded team passionate about our mission. We constantly challenge each other and work together to shape the future of micro-mobility.

Perks

We support our teams with ample time off, a generous employer-paid healthcare package, a work-from-home stipend, and other benefits tailored to your needs.

Bird is the world

We promote inclusion, celebrate diversity, and encourage everyone to bring their authentic selves to work. We are an equal opportunity employer committed to creating an inclusive, open, and diverse environment.

Sound like a place you'd like to work? Let's chat.

LI-REMOTE

Required Experience :

Senior IC

Key Skills

Business, Information Management, Accounting, Corporate Risk Management, Faculty, JMS

Employment Type : Full Time

Experience : Years

Vacancy : 1