Application Operations Assistant Manager, Identity

Highway; Dallas (TX); On-site; USD 60,000 - 65,000; Full time

Job summary

Highway is seeking an Application Operations Assistant Manager in Dallas, onsite, to ensure secure onboarding and efficient operation of our Identity Engine and Carrier support processes. You will oversee carrier identity verification, authentication, and support team performance, aiming for minimal downtime and timely onboarding of carriers.

The role combines technical troubleshooting with process improvements in a fast-paced freight-tech environment, requiring strong collaboration and decisive

Qualifications

• Prior experience in an Application Operations role for a software company.
• Strong technical aptitude and analytical problem solving.
• Familiarity with Active Admin for Ruby on Rails.
• Experience with SQL and Microsoft Excel preferred.
• Excellent communication and ability to work in a fast-paced environment.
• Highly organized with the ability to manage multiple priorities under pressure.
• Comfort directing a support team on escalations and fixes.
• Bachelor's degree in CS/IT/BA highly preferred.
• Logistics or transportation background is a plus.

Responsibilities

• Monitor onboarding flow and act as escalation point for process issues ensuring security and optimal app functioning.
• Oversee carrier identity verification, user authentication, and authorization to prevent fraud.
• Direct Carrier support team and review agent response times with Operations for escalated cases.
• Maintain application service with monitoring, analysis and timely onboarding completion.
• Propose updates to address bugs and ensure accurate operation of the application.
• Troubleshoot technical problems and provide user-specific solutions for Highway's app.
• Demonstrate responsiveness to internal/external communication and manage multiple priorities.
• Collaborate with the Highway Team to deliver excellent customer service.

Skills

Technical aptitude

Analytical problem solving

Communication skills

Prioritization / multitasking

Leadership / team direction

Ruby on Rails - Active Admin (concept)

Education

Bachelor's degree in Computer Science / IT / Business Admin

Tools

Active Admin

SQL

Microsoft Excel

Job description

About The Company

Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.

Application Operations Assistant Manager

FLSA Status: Exempt

Location: Dallas, TX (This is an onsite position)

Reports to: Operations Manager

Work schedule: Monday - Friday 8:30 am - 5:30 pm. This role does require some "on call" after hours, weekend, and holiday work.

Role Description

Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. They expect a secure process and timely support for their carriers completing the process. This role is responsible for ensuring Highway’s operational processes and application are optimized at all times to ensure that onboards occur in a timely manner and in a secure fashion. Your responsibilities are to monitor the onboarding process and analyze and address escalated issues of operational efficiency within the application.

Your Role

• Monitors Highway’s onboarding flow and serves as an escalation point for any issues within the process to ensure security and optimal functioning of the application.
• Responsible for overseeing carrier identity verification and user authentication and authority to ensure secure implementation of Highway’s Identity Engine and to prevent incidents of fraud.
• Gives oversight and direction to the Carrier support team that manages a high volume of support tickets and incoming phone calls, reviews response times by agents and works closely with the Operations Team in handling escalated cases that require additional oversight and review.
• Maintains the service of Highway’s application through monitoring, analyzing and review of any issues to ensure minimal downtime in the application and the timely completion of onboards.
• Makes and suggests updates to the application as required to address system bugs and issues and to ensure the accurate operation of the application.
• Other duties include troubleshooting technical problems and providing individual solutions for users of Highway’s application.
• Demonstrate responsiveness in responding to internal and external communication with the ability to manage multiple priorities at one time.
• Work cohesively with other members of the Highway Team in an effort to serve our customers well.

Qualifications

• Prior experience working in an Application Operations team for a software company preferred.
• Technical aptitude and analytical problem solving skills.
• Familiarity with tools such as Active Admin for Ruby on Rails.
• Experience with SQL and/or Microsoft Excel is preferred.
• Excellent communication skills and thrives in a fast paced and urgent environment.
• Highly organized with a proven track record of managing multiple priorities within a deadline driven atmosphere- demonstrating high critical thinking skills and ability to make business decisions under pressure.
• Must be comfortable directing the support team in regards to how to handle escalations that arise and fixes that may be required in the company’s application.
• Bachelor's degree in Computer Science, Information Technology or Business Administration highly preferred.
• Transportation and logistics background is a plus.

The Pay Range For This Role Is

60,000 - 65,000 USD per year (Highway Dallas HQ)