Operations Shift Supervisor

Client: Autonomous Vehicle/Tech

Title:Rider Operator Shift Supervisor

Job Location: San Francisco, CA

Duration: ~11 Months

The Pay rate is commensurate with experience and is an estimated range provided by WorkGenius.

Rider Operator Shift Supervisor

Base Pay Rate: $37.00
Shift: 1st Shift, Wednesday–Sunday, 9:30 AM – 6:00 PM
Location: San Francisco, CA (fully onsite)

About the Role:

As the Concierge Shift Supervisor on our Client’s Rider Operations team, you will be responsible for daily execution, coordination, and service execution of the Concierge program. Responsibilities include, but are not limited to: ensuring service readiness at Concierge locations, process review and enhancement, coordinating contractor training module completion, escalating concerning events to relevant stakeholders, sending the agency contractor feedback, cross-functional work communicating with other teams, identifying and escalating improvement areas, responding to anomaly situations and driving to the event in person, interfacing with first responders, and ensuring compliance with existing workflows and processes.

Responsibilities

• Supervise Concierge operations to ensure service standards are being followed to achieve the highest level of customer experience and safety at each location.
• Monitor and troubleshoot issues that cause delays in vehicle or rider response, as well as impacts to public perception.
• Under the Functional Manager’s direction, execute the new-hire onboarding, training, and communication expectations of Concierge team members.
• Serve as a Concierge point of contact for our Client's other teams during shift.
• Complete all administrative tasks with regards to team coordination and schedule validation.
• Ensure the Concierge locations are always ready on time for daily missions, and assist with issues that cause any delays in start time for the Concierge team.
• Support the readiness of Concierge spare parts and contingency materials.
• Execute Concierge training drills and proficiency checks to maintain high team performance.
• Support the analysis, documentation, and reporting of Concierge execution data.
• Manually drive non-CDL vehicles on public roads and in parking/staging areas as needed.
• Act as backup Concierge crew in-field if there is a coverage gap.
• Interface with the Fusion Center representing Concierge and Rider Operations.
• Complete and review paperwork and documentation related to Concierge execution, incidents & other topics as required.
• Give feedback for constant process and people improvement.
• Ensure compliance with all health and safety policies in-depot and in-field.
• Participate in meetings as necessary.
• Visit multiple Concierge locations in a given geofence on a daily basis.

Qualifications

• 3 years of people supervisory experience.
• 3 years of customer service experience.
• Proven ability to quickly learn technical subjects and use the latest technology.
• Demonstrated ability to work in high-pressure, ambiguous, and challenging environments.
• Demonstrate professionalism and calm demeanor in stressful events.
• Ability to use radio communications effectively.
• Ability to use app based technology and multiple tools (laptop, mobile device, etc.)
• Ability to multi-task effectively.
• Team player that collaborates well cross-functionally.
• Excellent written and verbal skills.
• Willingness to work nights and weekends (until 2am)
• Must comply with the Controlled Substance and Alcohol Testing Program adopted by our Client, as required for public passenger service.
• Clean driving record with zero points on record.

Preferred Qualifications

• Experience in a fast-paced, high-risk environment.
• Experience managing cross functional teams and workflows.
• Operations management experience in high volume retail or QSR industry.
• Proficiency in MS Office/Google Suite, especially Excel or Sheets.
• Possessing an “Extreme Ownership” and growth mindset.