Customer Operations Supervisor

Founded in 2017, Phantom Auto is the only company capable of remotely monitoring, guiding, and driving vehicles from thousands of miles away. Our technology is like Zoom for the physical world, and our customers are bestowing that same remote work privilege on their employees that formerly had to be physically inside vehicles to operate them. We are an energetic and passionate team on a mission to build the future of remote operation.

At Phantom, every day is a unique adventure as we work with the world’s leading automation companies. Because we work with global customers, we have the unique opportunity to work with many incredible vehicles and use cases.

As an early Phamily member, you will be instrumental in defining the foundations of our product and culture.

If you are determined to take on the world’s most complex challenges and help build an industry-defining company, this is the opportunity for you.

As the Customer Operations Supervisor , you will work directly with clients to maximize the performance of their newly adopted technology and processes. You’ll collaborate with and influence a broad range of stakeholders across operations, engineering, support, and other organizations. In this role, you will help develop and implement mechanisms and processes to enable our customers to scale, build subject matter expertise, and innovate to address the needs of our clients. You are also expected to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. You will report directly to the Director of Customer Success.

Responsibilities:

• Maintains good customer relations, includes prompt response to customer requests and frequent customer/supplier contact
• Develops and implements operations tactics that improve execution and provide additional value to customers in a cost-effective manner
• Responsible for the effective management of resources, costs, and customer satisfaction for operational delivery
• Coordinate day-to-day 24x7 shift operations with a high level of accountability as a leader, while meeting targets and creating operational efficiencies
• Create delivery and resource projections, issue escalations, standard work documents, process flows, and post mortem learnings
• Serve as a mentor to remote operations drivers/specialists as you work together to roll out new initiatives and certify success of those programs
• Oversees Remote operators and specialists in all aspects of their assigned duties
• Ensure the team successfully meets operational targets by managing the driver onboarding and support processes appropriately
• Collect on the ground feedback and raise opportunities and concerns to drive continuous improvement and innovation
• Work with the QA, Product, CIE and Customer Success teams as SME, liaison and resource
• Oversee customer fleet management, including fleet positioning and staffing to accommodate events, seasonality and the changes to demand patterns
• Develop and implement analytics to evaluate inefficiencies, identify trends, provide KPI reports and use that data to be proactive and drive change
• Help rapidly grow and scale in a dynamic, start-up environment
• Performs other duties and responsibilities as requested or required
• This is an in-office position in the Louisville, CO area
  

Requirements:

• Minimum of 3 years in an operations or supervisory or similar role; experience in 3rd Party Logistics, Distribution, Retail or Manufacturing preferred
• BA/BS degree in Business Administration, Operations Management, Logistics or relevant field
• Demonstrated successful cross-team collaboration with Engineering, Project Management, Support, and Deployment functions
• Experience in communicating with stakeholders within customer organizations
• Excellent interpersonal skills, along with exceptional written and verbal communication ability
• Exceptional organizational skills with the ability to manage and prioritize multiple, concurrent projects
• Proficiency in a ticketing system, Google Suite and the ability to learn new software
• Multi shift management and support flexibility
  

Preferred :

• Experience with Lean, Six Sigma, or other continuous improvement methodologies
• Experience with robotic, autonomous or remotely operated hardware and software
• Experience in analytical tools including Power BI, Tableau, etc.
• Experience in a startup environment, creating new processes and working with international partners
• Strong problem-solving and analytical skills
  

The pay for this position has a salary range up to $75,000. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. Also, certain positions are eligible for additional forms of compensation such as bonuses and options.

Benefits:

• Be part of an early start-up that's backed by industry-leading venture capitalists
• Competitive compensation package with early-stage equity at a high-growth startup
• Exceptional benefits: Employer-provided Medical, Dental, and Vision Insurance (99% of medical covered by Phantom Auto)
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Short-term / long-term disability and life insurance
• Unlimited PTO
• 401K Retirement Plan
• Paid Holidays
• Healthy Work / Life Balance
• Company-sponsored events
• Pet-friendly workplace
• Free weekday lunches
• Employee Referral Program
• Cool colleagues
• Incredible career growth potential
  

A Final Note

You do not need to match every listed expectation to apply for this position. Here at Phantom Auto, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.