Application Operations Lead

Highway; Dallas (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

Highway, a leading freight tech provider in North America, seeks an Application Operations Lead, Identity Solutions in Dallas. This role will lead the Identity support team and oversee Tier 1 operations for Highway’s users, ensuring rapid, reliable service across time zones.

You will drive SLA performance, coordinate with Brokers on processes and business impacts, and mentor staff to scale with the company’s growth in a fast-paced, deadline-driven environment that protects brokers’ networks and

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or Business Administration highly preferred.
• Experience with a technical stack including but not limited to JIRA, Intercom, Salesforce, Asana, Google Workplace, Gong, Ring Central.
• Previous SaaS leadership and people management experience for a large global organization is highly preferred.
• Transportation and logistics experience is a plus.
• Expert in understanding how to problem solve, come up with a solution and respond in a highly deadline driven environment.
• Ability to thrive in a fast-paced, urgent environment, handling multiple high priority issues simultaneously.
• Experienced reviewing performance reporting, managing teams for optimum performance, identifying when teams need additional support.
• Comfortable handling a large work force working multiple time zones, across a 24/7 support operations team.

Responsibilities

• Lead the Identity support team as the point of contact for the Tier 1 Operations Team and escalate issues through the appropriate channels.
• Collaborate with Brokers on processes and business impacts.
• Oversee and ensure high levels of SLAs and customer service via email and phone, maintaining responsiveness and quality.
• Upskill, train and develop teams to scale with business growth and ensure coverage.
• Monitor customer support queues and guide the team in resolving cases.
• Conduct regular performance reviews, provide feedback and create development plans; escalate concerns when needed.

Education

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

Tools

JIRA

Intercom

Salesforce

Asana

Google Workspace

Gong

RingCentral

Job description

Application Operations Lead, Identity Solutions

FLSA Status: Exempt

Reports to: Operations Manager

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. The Application Operations Lead, Identity will lead a team and oversee multiple queues for Highway’s users.

Your role:

• Support the team by running point as the Lead for the Identity support team. This includes overseeing the Tier 1 Operations Team responding to Highway users, along with managing Application Operations Assistant Managers’ escalated issues.
• Work closely with Brokers, particularly on processes and business impacts.
• Work closely with Brokers, specifically on processes and business impacts.
• Oversee and ensure high levels of SLAs, customer service, overseeing inbounds via email and phone. Ensure Operations Team maintains superior responsiveness and quality.
• Upskill, train and develop teams to scale as the business grows to ensure coverage and maintain responsiveness.
• Monitor customer support queues and lead the team on resolving case queues.
• Conduct regular performance reviews, providing clear feedback and development plans, and proactively escalate to management concerns when an agent is falling behind or not meeting expectations

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or Business Administration highly preferred.
• Experience with a technical stack including but not limited to JIRA, Intercom, Salesforce, Asana, Google Workplace, Gong, Ring Central.
• Previous SaaS leadership and people management experience for a large global organization is highly preferred.
• Transportation and logistics experience is a plus.
• Expert in understanding how to problem solve, come up with a solution and respond in a highly deadline driven environment.
• Ability to thrive in a fast-paced, urgent environment, handling multiple high priority issues simultaneously.
• Experienced reviewing performance reporting, managing teams for optimum performance, identifying when teams need additional support.
• Comfortable handling a large work force working multiple time zones, across a 24/7 support operations team.