Field Operations Specialist - Boston

SpotHero•Boston, MA

2d•Hybrid

About The Position

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

Nice To Haves

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.