Field Operations Specialist - Seattle

SpotHero; Seattle (WA); On-site; USD 80,000 - 83,000; Full time

Benefits offered by this job

Medical premium coverage

Dental and Vision premiums covered (50

Life Insurance

401(k) with match

Flexible PTO

Uber Eats lunch stipend

Learning budget

Annual parking stipend

Mentorship Program

Wellness program

Job summary

SpotHero is seeking a Field Operations Specialist to ensure world class experiences for customers and operators. You will process feedback, analyze data, identify trends, and implement solutions while liaising between Customer Service and Revenue teams to optimize field operations.

You will drive growth by delivering a seamless customer experience and productive operator partnerships through process and product improvements, data-driven insights, and on-site assessments as needed.

Qualifications

• Bachelor’s degree preferred or equivalent with 1–3 years experience in customer facing positions or support/account management/operations experience
• A valid driver’s license and access to vehicle

Responsibilities

• With data, develop new ways to improve the customer and operator experience and reduce the need for customers to contact SpotHero
• Work with Revenue teams to show operators the value of investing in better parking experience
• Convert customer and partner feedback into actionable changes
• Drive process improvements by identifying inefficiencies and implementing workflow enhancements
• Drive product innovation by identifying technical solutions to improve operations
• Communicate solutions effectively to internal stakeholders and Operator partners
• Coordinate Operator communication with Growth Managers and Regional Managers to avoid issues
• Occasional on-site evaluation of access conditions (PARCS) and facility information to ensure customer satisfaction
• Support in-market initiatives for collecting strategic and competitive information
• Coordinate signage installation and ordering with contractors
• Serve as a market resource for Operator partners when Growth Managers are unavailable
• Maintain SIPP level and Star Rating through fulfilling responsibilities

Skills

Analytical

Communication

Customer-focused

Problem solving

Team oriented

Detail oriented

Independent

Emotional intelligence

Resourceful

Action oriented

Education

Bachelor’s degree preferred or equivalent

Job description

At SpotHero, we work as a team to empower people to get everywhere, easier! We’re rapidly growing with the mission of bringing the parking industry into the future through technology. Drivers across the nation use the SpotHero mobile app and website to reserve convenient, affordable parking in advance, on-the-go or through their connected cars, and parking companies rely on us to help them reach new customers while optimizing their business. We connect the dots with cutting-edge technology, delivering value to both sides of this exciting, evolving marketplace. We’ve been quite busy, take a peek at some of our recentannouncements .

Field Operations Specialist at SpotHero:

Ensure a world class experience for customers and operators alike by processing feedback, analyzing data, determining trends, and implementing solutions, including new processes. Serve as liaison between Customer Service and Revenue teams in order to optimize field operations. Work towards the goal of eliminating Operator driven issues through technology, process development and tracking. Drive growth on both sides of the marketplace by creating a seamless experience for SpotHero customers and a productive experience for our parking partners.

Key Responsibilities:

• With the use of data, develop new ways to improve the Customer and Operator experience, and reduce the need for Customers to contact SpotHero to resolve issues.
• Work with Revenue teams and develop narratives to be presented to Operator Partners that help them understand the value of investing in making the parking experience better for SpotHero customers.
• Process and analyze customer and partner feedback into actionable information to make productive changes that positively influence our customer and operator experience.
• Drive process improvement by identifying inefficiencies and implementing workflow enhancements to benefit the company.
• Drive product innovation by identifying technical solutions to improve operational inefficiencies.
• Effectively communicate solutions to internal stakeholders and Operator partners.
• Work with Revenue Growth Managers and Regional Managers and Sales Enablement to coordinate Operator communication to avoid foreseeable issues.
• Occasional on-site evaluation of access conditions (PARCS), facility conditions and user-facing information to ensure customer satisfaction.
• Occasional need to assist with “in-market” initiatives for collecting strategic and competitive information
• Occasional need to work with contractors to coordinate signage installation and ordering, as well as collecting strategic and competitive information
• Serve as a resource for given markets for Operator partners when Growth Managers are not available.
• Maintain an optimal SIPP level (supply issues per park) and Star Rating through fulfillment of all other responsibilities (including but not limited to recommending facility data updates based on customer feedback).
• Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained.

Qualifications:

• Bachelor’s degree preferred or equivalent with 1-3 years experience in customer/client facing positions or support/account management/operations experience
• Proven ability to problem solve in a fast-paced, constantly evolving environment
• A valid driver’s license and access to vehicle

Core Competencies:

• Action-Oriented - Maintains a sense of urgency to complete a task and seeks information rather than waiting for it.
• Analytical - Examines information methodically and in detail to solve problems or complete tasks.
• Communication - Communicates effectively and efficiently both verbally and in writing.
• Customer-Focused - Maintains committed to the SpotHero persona so marketplace brand is sustained.
• Detail Oriented - Pays attention to details and learns to understand causes and not just effects.
• Emotional Intelligence - Handles interpersonal relationships with astute awareness.
• Independent - Not relying on another’s authority.
• Problem-Solve - Assesses situations quickly and provides creative solutions for resolution.
• Resourceful - The ability to find quick and clever ways to overcome difficulties.
• Team Oriented - Works well within and across departments.

Tools:

• Seattle, WA
• Remote + onsite visits and travel (15-20% of time) required.

Seeking candidates in:

• Seattle, WA
• Remote + onsite visits and travel (15-20% of time) required.

What we are offering:

• Career game changer – A truly unique experience to work for a fast-growing company in a role with unlimited growth potential.
• We cover a generous portion of Medical Premiums, 50% of Dental and Vision Premiums, company-sponsored Life Insurance, STD, and AD&D coverage, a 401(k) with match and immediate vesting, and comprehensive leave policies to meet your needs in creating space for life.
• Flexible PTO policy and outstanding work/life balance – We value and support each individual team member.
• Uber Eats weekly lunch stipend for in-office days
• Udemy License and Personal Learning Budget – We support the professional and personal growth of our people by providing everyone with learning resources and development opportunities.
• Annual parking stipend – Duh. We help people park!
• The opportunity to collaborate with fun, innovative, and passionate people in a casual yet highly productive atmosphere.
• Our commitment to allyship has been a central driver of how we Respect Fellow Drivers. You’ll have the opportunity to be part of Employee Resource Groups, access allyship learning resources, and actively contribute to our ongoing effort of making SpotHero inclusive for all.
• Employee programs to grow and support our people such as Discovery Days for Product and Engineering, Gearing up for Aspiring Leaders, and Mentorship Program.
• Wellness program – a workplace that actively supports your physical and mental wellbeing through ongoing events, initiatives, resources, and thoughtful perks and benefits.

Depending on your skillset and experience, you can expect your base salary to be between $80,168 - $83,168 as well as a discretionary bonus and leading total rewards package.

At SpotHero, weRespect Fellow Driversby providing an inclusive interview experience for everyone, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. Please let our team know of your need when you apply or as you begin interviewing with our team.

SpotHero is an equal opportunity employer. We know that a diverse workforce is the strongest workforce, and are committed to building and supporting an inclusive environment for all.

Additionally, because we want toRemember to Signal, if you choose to provide us personal information in connection with a job application, please review our Applicant Privacy Notice which provides details about what information we collect and process about you in order to consider your candidacy.

PLEASE NOTE: This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.