Care & Service Operations Lead
Core
Drive operational precision, vendor governance, and service quality across the customer and Captain support ecosystem for a multi-vendor mobility platform.
Role type
Senior IC Care & Service Operations Lead
Builds
Customer and Captain support workflows, vendor QA frameworks, and operational SOPs
Domain
Mobility / Ride-hailing / Customer Operations
Deliverable
dashboards & analysis
Required skills
SQL/Trino data querying, vendor governance, SLA/CSAT management, SOP creation, root-cause analysis, stakeholder management
Preferred skills
Experience in high-volume mobility or tech environments, UAT for workflow automations
Technologies
SQL, Trino, Google Workspace, MS Office Suite
Responsibilities
Query raw system data to investigate SLA breaches and operational anomalies; Own vendor accountability across BPO partners via audits and calibration; Monitor daily SLA performance and mitigate breaches; Partner with Product/Tech to scope and launch workflow automations; Build performance decks and translate complaint trends into agent coaching.
Seniority
Senior, hands-on IC
