Operations Controller

Confidential; Las Vegas (NV); On-site; USD 60,000 - 80,000; Full time

Job summary

Confidential is seeking an Operations Controller for its 24/7 Operations Center in Las Vegas. You will assist drivers and passengers during breakdowns or collisions, using live vehicle data and remote commands, while coordinating with emergency response and customer support teams.

Responsibilities include handling escalated cases, providing calm guidance, logging incidents, and ensuring accurate case records.

Qualifications

• Live in commuting distance to Las Vegas, NV office.
• 1+ year in a live, high-pressure role combining technology and customer contact.
• Strong spoken communication and de-escalation skills.
• Comfortable with multi-screen tools and fast decisions on incomplete information.
• Able to work rotating 24/7 shifts and pass a background check.

Responsibilities

• Take escalated breakdown and incident cases and use remote diagnostics to resolve them.
• Speak with drivers and passengers live during breakdowns or collisions, giving clear instructions and reassurance.
• Triage incidents and vehicle emergencies, assess urgency and log incidents.
• Escalate collisions and safety events to the emergency response team and coordinate with customer support.
• Keep case records accurate and complete for every interaction.

Skills

Technical aptitude

De-escalation

Empathy

Communication

Decision making

Tools

Multi-screen tools

Job description

Operations Controller, 24/7 Operations Center. A large auto manufacturer is hiring Operations Controllers for its 24/7 operations center. You help drivers and passengers when their vehicle is stuck or disabled, using live vehicle data, remote diagnostics and remote commands. You speak with occupants in real time during stressful moments, including collisions, and work closely with the emergency response and customer support teams.

WHAT YOU WILL DO

• Take escalated breakdown and incident cases and use remote diagnostics to resolve them
• Speak with drivers and passengers live during breakdowns or collisions, giving clear instructions and reassurance
• Triage incidents and vehicle emergencies, assess urgency and log incidents
• Escalate collisions and safety events to the emergency response team and coordinate with customer support
• Keep case records accurate and complete for every interaction

WHAT YOU BRING

• Technical aptitude, attention to detail and decisiveness when information is incomplete
• Composure during emotionally charged incidents, including collisions
• Empathy and de-escalation with panicked or frustrated callers
• Rapid interpretation of several information sources and immediate safety judgment
• Clear communication with other operational teams

MINIMUM REQUIREMENTS

• Live in commuting distance to our Las Vegas, NV office.
• 1+ year in a live, high-pressure role combining technology and customer contact
• Strong spoken communication and de-escalation skills
• Comfortable with multi-screen tools and fast decisions on incomplete information
• Able to work rotating 24/7 shifts and pass a background check