Vertical Operations Manager

Super.com

4d • Remote

About The Position

The Vertical Operations Manager is the face of Operations to their respective business lines and partners closely with the General Manager and associated Mission Aligned Teams (MATs). This role is accountable for defining operational product policy to support business performance and strategic needs and validating that it is happening. Supported by a Performance Analyst, this team ensures our users are receiving an experience that embodies our service level tenets by digging deep into our operations performance data and customer engagements. Accountable for customer experience KPIs, this role will collaborate closely with the cross-functional operations teams to troubleshoot performance variances and advocate for continuous improvement. We are searching for someone who possesses a perfect blend of investigative prowess, detail orientation, and ownership.

Requirements

• 3-8 years of relevant work experience in operations, consulting, or at a startup.
• Strong investigative and critical thinking experience.
• Excellent attention to detail and proven track record of process improvement.
• Strong methodical techniques with the experience to proactively identify gaps, inconsistencies, or areas of improvement.
• Strong communication and presentation experience.
• Propensity to work collaboratively with cross-functional teams.
• Strong organizational and time management skills.
• Knowledge of customer service practices and protocols, preferably in the Fintech/Travel/memberships sector.
• Bachelor's degree in Business, Economics, or related field.

Nice To Haves

• Knowledge of industry-specific trends, problems, and regulations.
• Experience in data assessment tools such as Excel, SQL, or data visualization tools.

Responsibilities

• Stakeholder Partnership: Work closely with the GM and MATs to determine operational policies that can support each businesses’ strategic growth objectives. Collaborate internally within Operations to achieve these outcomes and performance expectations.
• Strategic Recommendations: Develop and execute data-driven recommendations that improve our customer experience and balance cost efficiency, using a data—and technology-first approach.
• Evaluate Vertical operational performance, both near and long term, against KPIs to assess opportunities for improvement, both in cost efficiency and improved service levels.
• Collaborate with the Customer Success Team, Agent Enablement Team and cross-functional stakeholders to ensure alignment and completion against performance expectations.
• Data analytics: Pro-actively use data analytics to identify trends, patterns, and areas for improvement, to develop strategy while presenting insights to the team and management.

Benefits

• Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.
• Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
• Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things.
• Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan.
• Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits.
• Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.

What This Job Offers

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