Application Operations Assistant Manager, Risk

Highway; Dallas (TX); Hybrid; USD 75,000 - 105,000; Full time

Job summary

Highway is seeking an Operations Risk Specialist to ensure secure, efficient processes for freight brokers and carriers. You will monitor the Risk queue and enforce SOPs to keep response times tight and data accurate.

Responsibilities include overseeing authentication to prevent fraud, escalating incidents to the Risk Operations Manager, collaborating with the Operations Team, and proposing app improvements. Some remote/on-call shifts after hours, weekends and holidays are required.

Qualifications

• Bachelor's degree in CS/IT/Business Admin preferred.
• Experience in an Application Operations team for software.
• Strong analytical and problem-solving abilities.
• Transportation/logistics background is a plus.
• Familiarity with Active Admin for Rails; SQL and Excel experience a plus.

Responsibilities

• Monitor Risk queue and ensure SOPs are followed.
• Oversee risk queue and user authentication to prevent fraud.
• Escalate incidents to Risk Operations Manager and document data.
• Provide timely feedback to mitigate risk and improve customer experience.
• Collaborate with Operations Team on escalated cases.
• Suggest updates to the application to address bugs and ensure proper operation.
• Troubleshoot technical problems and provide user-specific solutions.
• Maintain responsiveness and manage multiple priorities.

Skills

Analytical thinking

Communication skills

Prioritization

Team leadership

Education

Bachelor's degree in Computer Science, Information Technology or Business Administration

Tools

Active Admin

Ruby on Rails

SQL

Microsoft Excel

Job description

FLSA Status: Exempt

Reports to: Operations Director, Risk

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.

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 with the Risk team are optimized at all times to ensure that all associated incidents are addressed.

Your role:

• Monitors Highway’s Risk queue, ensuring responsiveness and that case handling SOPs are followed.
• Responsible for overseeing the Risk queue, and user authentication and authority to ensure secure implementation to prevent incidents of fraud.
• Escalate to Risk Operations Manager as necessary to review fraud incidents and document all associated data points.
• Be highly responsive, with a feedback loop to mitigate risk and improve customer experience.
• Works closely with the Operations Team in handling escalated cases that require additional oversight and review.
• 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.
• This role does require some remote and “on-call” after hours, weekends and holidays.

Qualifications

• Bachelor's degree in Computer Science, Information Technology or Business Administration highly preferred.
• Prior experience working in an Application Operations team for a software company preferred.
• Technical aptitude and analytical problem solving skills.
• Transportation and logistics background is a plus.
• 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.