Field Operations Manager

Whizz; New York (NY); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Job summary

Whizz is seeking an hands-on operations leader to manage store managers and our remote customer support team across multiple locations. You will ensure stores run smoothly, stay clean, and deliver consistent customer service with regular visits to sites.

Responsibilities include staffing, opening/closing, compliance, and cross-team collaboration on subscriptions, payments, and escalations. Travel between locations is required.

Qualifications

• Experience managing multiple locations or frontline teams in retail, customer service, hospitality, or similar operations.
• Strong people management skills and a track record of maintaining standards and improving performance.
• Comfort with KPIs, spreadsheets, and operational systems to guide decisions.

Responsibilities

• Lead store managers and the remote customer support team, setting expectations, coaching employees, and holding teams accountable.
• Oversee daily store operations: staffing, opening/closing, customer flow, and adherence to company procedures.
• Inspect locations regularly and resolve issues with cleanliness, organization, maintenance, and equipment.
• Ensure store and remote support teams collaborate on subscriptions, returns, payments, and customer escalations.
• Track store performance, customer wait times, and service quality; address gaps and implement improvements.
• Coordinate with service, inventory, logistics, and IT teams to keep stores ready and resolve issues.
• Support hiring and training, and ensure new processes are adopted across locations.

Skills

People management

KPIs & analytics

Operational systems

Job description

Pay: Up to $100,000 per year, depending on experience Full-time | In person

About Whizz

About Whizz Whizz is an e-bike subscription company helping delivery workers across the US access reliable, affordable transportation.

About the Role

We're looking for a hands-on operations leader to manage store managers and our remote customer support team. You'll ensure locations run smoothly, stay clean and well-maintained, and deliver consistent customer service. This role requires regular store visits, strong people management, and ownership of store performance and operational standards.

• Lead store managers and the remote customer support team, setting expectations, coaching employees, and holding teams accountable.
• Oversee daily store operations, including staffing, opening and closing, customer flow, and compliance with company procedures.
• Inspect locations regularly and resolve issues with cleanliness, organization, maintenance, and equipment.
• Ensure store and remote support teams work together effectively on subscriptions, returns, payments, and customer escalations.
• Track store performance, customer wait times, and service quality; address gaps and follow through on improvements.
• Coordinate with service, inventory, logistics, and IT teams to keep stores ready and resolve operational issues.
• Support hiring and training, and ensure new processes are consistently adopted across locations.
• Experience managing multiple locations or frontline teams in retail, customer service, hospitality, or similar operations.
• Strong people management skills and a track record of maintaining standards and improving performance.
• Confidence using KPIs, spreadsheets, and operational systems to guide decisions.
• Clear communication, strong customer service judgment, and consistent follow-through.
• Willingness to work on-site and travel regularly between locations.
• E xperience managing remote customer support teams is a plus. Mechanical repair experience is not required.
• 401(k) - Health insurance - Paid time off