This is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be one of the pioneers shaping this transformation. 

As Operations Analyst, you’ll be responsible for providing technology and platform related support to passengers, drivers and transit agency employees to ensure timely resolution of issues and maintain superior end-user satisfaction. You will work with the Operations Manager, to collaboratively troubleshoot issues, analyze data, and identify opportunities to improve the microtransit service. You will become an expert on RideCo’s technology platform and data driven approach to transportation operations management. As a key customer support resource for passengers, drivers, and operations staff, you’ll have an important role in shaping the performance and success of our clients’ next-generation on-demand transportation services.

Your day-to-day responsibilities will include: 

• Configure and monitor the RideCo platform for day-to-day service operation 
• Analyze data and provide reports pertaining to the performance of operators
• Conduct quantitative analysis on the operation’s KPIs and present findings to inside and outside stakeholders
• Analyze and report on the performance of utility workers and maintenance staff including adherence to schedules, vehicle downtime, complaints regarding vehicle maintenance and upkeep and other related key performance indicators
• Collaborate with the product team, collect information regarding service issues for investigation and quick resolution, and to continuously seek data-driven solutions to improve the software platform and mobile apps
• Provide level 2 customer support via Zendesk (our support ticketing platform) to passengers and drivers regarding ride inquiries, general information requests, app navigation, routing, and payments
• Perform training sessions with driver/vehicle contractors, verify provided documentation, assist with account set up, and process background checks and driver abstract requests
• Track and manage smartphone assets, and maintain their working order
• Support scheduling and dispatching by assisting in the use of automated operator scheduling software
• Prepare weekly summary reports to management outlining statistics around incoming tickets, nature of issues, resolution and response times, and suggestions for review by the product team
• Assist with vehicle management, scheduling of vehicle maintenance with approved vendors
• Improve automation and tooling, continuously looking for ways to streamline and improve our current reporting, analysis, and support processes
• Assist Operations Manager in other day to day activities and tasks
• Continuously expand the collective knowledge base of the company through multi-disciplinary learning and knowledge sharing

Preferred qualifications:

• Bachelor’s degree with 2 years of experience in end-to-end data analysis (outline, data preparation, insights, and reporting)
• Proficient with Microsoft Excel, Word, and PowerPoint
• Comfortable spending at least 50% of the working day at a computer reviewing, investigating, and responding to customer support inquiries
• Strong oral and written communication skills, that enable you to effectively communicate with individuals of varying levels of written/spoken English, and handle conflict resolution while maintaining an empathetic and professional manner
• Avid smartphone and apps user, with ability to troubleshoot common smartphone /app issues
• Work effectively in a team or independent setting, collaborating with other team members for issue investigation/resolution
• Preference will be given to candidates with experience in the Transportation and Transit Industry
• Location: San Fernando, Pasadena, Torrence, Alhambra
• Willing to travel locally within Los Angeles County

Compensation:

• Base Salary: $70,000- $80,000

Who we are:

http://www.rideco.com

RideCo powers on-demand transit. Public transit agencies and fleet operators use RideCo's cloud-based software platform to provide on-demand shared rides in dynamically routed buses and vans. RideCo is growing rapidly, and it is the most adopted cloud-based on-demand transit software among the ten largest cities in the United States. Our marquee clients include Philadelphia’s SEPTA, Los Angeles Metro, San Antonio Metro, and Houston Metro. 

RideCo’s software powers a diverse range of use cases, including paratransit, residential/ suburban travel; first-mile-last-mile connections for transit hubs; and corporate employee transportation. The success of these services is supported by the industry's best customer service, including a 95% plus customer retention rate. We are investing to scale up and capture the growing demand for on-demand shared rides solutions.

RideCo is proud to be an equal-opportunity employer. We hire the best talent and strive to build a meritocratic culture. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require special accommodation to complete any portion of the application or interview process, please mention this in your application.