Platform Operations Lead

Ferrovial • Austin, TX

9d • Hybrid

About The Position

We are seeking a highly organized, curious, and customer-focused Platform Operations Lead to oversee the day-to-day operations of a growing tolling rewards platform that includes a customer website and iOS/Android app. This role is responsible for ensuring the rewards platform operates efficiently by monitoring customer feedback, evaluating operational KPIs, coordinating cross-functional communication, supporting customer acquisition and engagement activities, and tracking platform enhancements and defects. The ideal candidate thrives in a fast-paced environment, enjoys solving problems, and has the ability to work across multiple functions including operations, customer support, product management, technology, and marketing. This is not a software development role and not a marketing specialist role. Instead, this position serves as a key operational professional who helps ensure all aspects of the platform are performing effectively while continuously identifying opportunities to improve the customer experience.

Requirements

• Bachelor's degree in Business, Operations, Marketing, Communications, Technology, or a related field, or equivalent professional experience.
• 5+ years of experience in one of the following: Project Management, Product Operations, Program Management, Business Operations, Customer Experience Operations.
• Experience coordinating projects across multiple departments.
• Experience analyzing operational metrics and KPI data.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities simultaneously.
• Strong organizational and problem-solving abilities.
• Proficiency with Microsoft Office applications, including Excel and PowerPoint.

Nice To Haves

• Experience supporting customer-facing digital platforms.
• Experience with customer support systems and ticketing platforms.
• Experience using or administering marketing automation platforms such as Iterable.
• Experience working with mobile applications and web-based products.
• Familiarity with product management methodologies and continuous improvement practices.
• Experience developing reports, dashboards, and executive-level presentations.

Responsibilities

• Monitor the day-to-day performance of the tolling rewards platform, including the customer-facing website and iOS & Android mobile application.
• Track platform health, customer experience, and operational performance.
• Identify trends, recurring issues, and opportunities for product improvements.
• Coordinate with internal teams and external vendors regarding platform enhancements and issue resolution.
• Prepare weekly and monthly status reports on platform performance and operational metrics.
• Monitor Zendesk support desk performance and customer service trends.
• Review daily, weekly, and monthly customer support KPI’s.
• Analyze support ticket data to identify root causes, recurring customer concerns, and improvement opportunities.
• Develop recommendations to improve customer experience, operational efficiency, and issue resolution times.
• Act as a liaison between customer support and product teams to ensure customer feedback drives platform improvements.
• Monitor customer acquisition and retention activities established by the VP of Marketing.
• Manage and oversee operational use of the Iterable platform for the rewards platform.
• Support execution and monitoring of customer acquisition campaigns, customer onboarding communications, product update communications, and customer engagement campaigns.
• Analyze campaign performance and provide reporting on key metrics and trends.
• Ensure customer communications are accurate, timely, and aligned with rewards platform objectives.
• Track and classify customer-reported issues.
• Prioritize and communicate enhancements and defect trends to product management.
• Assist in documenting business requirements for system improvements.
• Recommend process improvements and product enhancements based on customer feedback and platform analytics.
• Help ensure product updates are effectively tested, communicated, and tracked.
• Coordinate activities across customer support, marketing, technology, operations, and executive leadership.
• Present findings and recommendations to leadership.
• Support special projects and strategic initiatives as needed.
• Ensure stakeholders have visibility into platform performance and customer experience trends.

Benefits

• Compelling benefits and employee wellbeing
• Productivity tools like Microsoft Copilot

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level