Field Operations Specialist - San Francisco

SpotHero is a rapidly growing company with a mission to enhance the parking industry through technology. The Field Operations Specialist will ensure a world-class experience for customers and operators by processing feedback, analyzing data, and implementing solutions to optimize field operations.

Responsibilities

• With the use of data, develop new ways to improve the Customer and Operator experience, and reduce the need for Customers to contact SpotHero to resolve issues
• Work with Revenue teams and develop narratives to be presented to Operator Partners that help them understand the value of investing in making the parking experience better for SpotHero customers
• Process and analyze customer and partner feedback into actionable information to make productive changes that positively influence our customer and operator experience
• Drive process improvement by identifying inefficiencies and implementing workflow enhancements to benefit the company
• Drive product innovation by identifying technical solutions to improve operational inefficiencies
• Effectively communicate solutions to internal stakeholders and Operator partners
• Work with Revenue Growth Managers and Regional Managers and Sales Enablement to coordinate Operator communication to avoid foreseeable issues
• Occasional on-site evaluation of access conditions (PARCS), facility conditions and user-facing information to ensure customer satisfaction
• Occasional need to assist with “in-market” initiatives for collecting strategic and competitive information
• Occasional need to work with contractors to coordinate signage installation and ordering, as well as collecting strategic and competitive information
• Serve as a resource for given markets for Operator partners when Growth Managers are not available
• Maintain an optimal SIPP level (supply issues per park) and Star Rating through fulfillment of all other responsibilities (including but not limited to recommending facility data updates based on customer feedback)
• Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained

Skills

• Bachelor's degree preferred or equivalent with 1-3 years experience in customer/client facing positions or support/account management/operations experience
• Proven ability to problem solve in a fast-paced, constantly evolving environment
• A valid driver's license and access to vehicle

Benefits

• We cover a generous portion of Medical Premiums, 50% of Dental and Vision Premiums, company-sponsored Life Insurance, STD, and AD&D coverage, a 401(k) with match and immediate vesting, and comprehensive leave policies to meet your needs in creating space for life.
• Flexible PTO policy and outstanding work/life balance – We value and support each individual team member.
• Grubhub weekly lunch stipend for in-office days
• Udemy License and Personal Learning Budget – We support the professional and personal growth of our people by providing everyone with learning resources and development opportunities.
• Annual parking stipend – Duh. We help people park!
• The opportunity to collaborate with fun, innovative, and passionate people in a casual yet highly productive atmosphere.
• Our commitment to allyship has been a central driver of how we Respect Fellow Drivers. You’ll have the opportunity to be part of Employee Resource Groups, access allyship learning resources, and actively contribute to our ongoing effort of making SpotHero inclusive for all.
• Employee programs to grow and support our people such as Discovery Days for Product and Engineering, Gearing up for Aspiring Leaders, and Mentorship Program.
• Wellness program – a workplace that actively supports your physical and mental wellbeing through ongoing events, initiatives, resources, and thoughtful perks and benefits.

Company Overview