Field Operations Specialist - San Francisco

SpotHero•San Francisco, CA

23h•Hybrid

About The Position

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 recent announcements. 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.

Requirements

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
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.
G Suite (including My Maps), CRM (Salesforce preferred), BI Tool (Looker preferred)

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.