Operations Associate

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