What are the responsibilities and job description for the Operations Manager position at Highway?
About the Company:
Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.
Role Description
Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. The Operations Manager will report directly to the Operations Director and manage the entire Operations team at Highway.
Your role:
- Manage Highway’s 24x7 Operation Team of 100 across Guatemala, Colombia, the Philippines, Panama and the US. This includes the Tier 1 Operations Team responding to Highway users, along with Application Operations Assistant Managers’ escalated issues.
- Oversee and ensure high levels of customer service, overseeing inbounds via email and phone. Ensure Operations Team maintains superior responsiveness and quality.
- Upskill, train and develop teams to scale as the business grows to ensure coverage and maintain responsiveness.
- Monitor customer support queues and identify reasons for case volume.
- Manage Certificate of Insurance (COI) processing team to review quality and maintain efficiency.
Qualifications
- Proven experience managing customer service teams on a global level.
- Expert in understanding how to problem solve, come up with a solution and respond in a highly deadline driven environment.
- Oriented towards working in a fast-paced, urgent environment.
- Ability to multitask and handle multiple inbounds at once.
- Carrier operations experience is highly preferred.
- Experienced reviewing performance reporting, managing teams for optimum performance, identifying when teams need additional support.
- Comfortable working multiple time zones, across a 24/7 support operations team.
- Customer-centric with a high level of collaboration across teams and with leadership.
- Experience managing large teams of 100 agents.
- Intercom experience is highly preferred.
- SaaS experience is a plus.
- Transportation and logistics experience is a plus.
- Experienced in staffing and managing workforce schedules to manage volumes.
- Experienced in working with 3rd party employment agencies to manage the workforce.
