Offer summary

Qualifications:

3+ years of experience in scaling support operations, Proficiency in support applications and tools like Salesforce and Google Suites, Direct experience in managing teams and contractors, Excellent written and verbal communication skills..

Key responsabilities:

Manage and train customer service operations for the Wing marketplace app

Triage customer issues and collaborate with internal teams and partners for resolution

Analyze data for support insights and implement changes to enhance customer satisfaction

Lead meetings focused on data quality and integrity.

Job description

About Wing:

Wing offers drone delivery as a safe, fast, and sustainable solution for last mile logistics. Consumer appetites for on-demand services are increasing, but current delivery methods are inefficient, costly, and contribute to road accidents and air pollution. Wing’s fleet of highly automated delivery drones can transport small packages directly from businesses to homes on-demand, in minutes. We design, build, and operate our aircraft, and offer drone delivery services on three continents. Our technology is designed to be easy to integrate into existing delivery and logistics networks, offering a scalable drone delivery solution for a broad range of businesses. Wing is a part of Google's parent company, Alphabet, and our mission is to create the preferred means of delivery for the planet. To do this, we must build a workforce that's representative of the global communities that we serve. If you're ready to do the greatest work of your life, come join us.

About the Role:

Wing is looking for a Partner Operations Associate to join our Regional Operations team. In this role, you will be responsible for the day-to-day customer support operations for our drone delivery service in the U.S. You will collaborate and liaise with our partners in order to scale the service to millions of people.

What You’ll Do:

Manage and train all customer service (CX) operations for the Wing marketplace app
Triage problems and issues from our customers and work to resolve them with our internal teams and partners
Develop customer service support logic and best practices to support our partners
Maintain and upkeep Wing’s product catalogs
Work with staffing vendors in order to meet teams goals and KPIs
Analyze data for support insights and trends and work cross-functionally to implement changes to drive customer satisfaction
Own the approval process for existing and future communication with external stakeholders
Hold and lead cadenced meetings with the team regarding data quality and integrity

What You’ll Need:

3+ years of scaling support operations
Experience using support applications and tools (e.g. Salesforce, Google Suites, etc.)
Direct experience in managing teams and contractors
Demonstrated success leading teams with execution and implementation
Direct experience supporting external relationships with Fortune 500 companies and stakeholders
Drive process improvement by identifying trends through data analysis and tracking metrics
Must have excellent written and verbal communication skills

The US base salary range for this full-time position is the salary range below + bonus + equity + benefits. Wing’s salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your location during the hiring process.

Salary Range

$100,000—$157,000 USD

At Wing, we don’t just accept differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by federal, state or local laws. We encourage individuals from all backgrounds to apply. If you think this position could be a fit but are unsure about applying, we would still love for you to do so!

If you have a need that requires accommodation during the interview process due to a disability or special need, please let us know by completing our Candidate Accommodations Request Form.

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