Application Operations Assistant Manager, Risk

Highway; Dallas (TX); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Highway in Dallas seeks an Operations Risk Analyst to optimize operational processes with the Risk team, ensuring incidents are addressed promptly and securely. You will monitor the risk queue, oversee authentication and escalation to protect against fraud, and collaborate with Operations to review escalated cases and improve service quality.

You will troubleshoot issues, provide practical solutions for users, and maintain clear communications while managing multiple priorities in a fast-paced

Qualifications

• Bachelor's degree in Computer Science, Information Technology or Business Administration preferred.
• Prior experience 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 ActiveAdmin for Ruby on Rails.
• Experience with SQL and/or Microsoft Excel preferred.
• Excellent communication skills in a fast-paced, urgent environment.
• Highly organized with a proven track record of managing multiple priorities within a deadline-driven atmosphere—demonstrating high critical thinking and decision-making under pressure.
• Must be comfortable directing thesupport team regarding how to handle escalations that may arise in the company's application.

Responsibilities

• Monitor Highway's Risk queue, ensuring responsiveness and that case handling SOPs are followed.
• Oversee the Risk queue, user authentication and authority to ensure secure implementation and prevent incidents of fraud.
• Escalate to Risk Operations Manager as necessary to review fraud incidents and document datapoints.
• Be highly responsive with a feedback loop to mitigate risk and improve customer experience.
• Work closely with the Operations Team in handling escalated cases that require additional oversight.
• Make and suggest updates to the application as required to address system bugs and ensure accurate operation.
• Troubleshoot technical problems and provide individual solutions for users of Highway's application.
• Demonstrate responsiveness in internal and external communications with the ability to manage multiple priorities at one time.
• Work cohesively with other Highway Team members to serve customers well.
• This role does require some remote work and on-call afterhours, weekends and holidays.

Skills

SQL

Excel

Communication

Organization

Problem solving

Escalation management

Education

Bachelor's degree

Tools

ActiveAdmin

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.

AbouttheCompany:

Highwayisthefastest-growingfreighttechproviderinNorthAmerica.Weservethelargestfreightbrokersintheindustry,solvingoneoftheirbiggestpainpoints:whoisreallyhaulingtheirfreight.WeanswerthequestionofCarrierIdentity,protectingbrokers'networks,preventingfraudandincreasingtransparency.Servingandprotectingourcustomersisourtoppriority,andweareproudthatourbestmarketingisourcustomerreferralsandtestimonials.

FLSAStatus:Exempt

Reportsto:OperationsDirector,Risk

RoleDescription

FreightbrokersputanincredibleamountoftrustinHighwayandthattrustwillbeextendedtoyou.Theyexpectasecureprocessandtimelysupportfortheircarrierscompletingtheprocess.ThisroleisresponsibleforensuringHighway'soperationalprocesseswiththeRiskteamareoptimizedatalltimestoensurethatallassociatedincidentsareaddressed.

Your role:

• MonitorsHighway'sRiskqueue,ensuringresponsivenessandthatcasehandlingSOPsarefollowed.
• ResponsibleforoverseeingtheRiskqueue,anduserauthenticationandauthoritytoensuresecureimplementationtopreventincidentsoffraud.
• EscalatetoRiskOperationsManagerasnecessarytoreviewfraudincidentsanddocumentallassociateddatapoints.
• Behighlyresponsive,withafeedbacklooptomitigateriskandimprovecustomerexperience.
• WorkscloselywiththeOperationsTeaminhandlingescalatedcasesthatrequireadditionaloversightandreview.
• Makesandsuggestsupdatestotheapplicationasrequiredtoaddresssystembugsandissuesandtoensuretheaccurateoperationoftheapplication.
• OtherdutiesincludetroubleshootingtechnicalproblemsandprovidingindividualsolutionsforusersofHighway'sapplication.
• Demonstrateresponsivenessinrespondingtointernalandexternalcommunicationwiththeabilitytomanagemultipleprioritiesatonetime.
• WorkcohesivelywithothermembersoftheHighwayTeaminanefforttoserveourcustomerswell.
• Thisroledoesrequiresomeremoteand"on-call"afterhours,weekendsandholidays.

Qualifications

• Bachelor'sdegreeinComputerScience,InformationTechnologyorBusinessAdministrationhighlypreferred.
• PriorexperienceworkinginanApplicationOperationsteamforasoftwarecompanypreferred.
• Technicalaptitudeandanalyticalproblemsolvingskills.
• Transportationandlogisticsbackgroundisaplus.
• FamiliaritywithtoolssuchasActiveAdminforRubyonRails.
• ExperiencewithSQLand/orMicrosoftExcelispreferred.
• Excellentcommunicationskillsandthrivesinafastpacedandurgentenvironment.
• Highlyorganizedwithaproventrackrecordofmanagingmultipleprioritieswithinadeadlinedrivenatmosphere-demonstratinghighcriticalthinkingskillsandabilitytomakebusinessdecisionsunderpressure.
• Mustbecomfortabledirectingthesupportteaminregardstohowtohandleescalationsthatariseandfixesthatmayberequiredinthecompany'sapplication.