About you

You are a strong operational executor with management experience who is eager to help Convoy scale and can demonstrate the ability to excel in an intense, dynamic work environment as an early member of a growing team. In partnership with the other Convoy operations teams, the Weekend Operations Manager will create the framework to deliver exemplary service, enabled by a team of Operations Specialists and Sr. Specialists. You’ll play an integral role in developing sound operational processes and will bring the energy, grit, and work ethic necessary to get the job done!

Ideal candidates will be strong communicators and multi-taskers who are adaptable, resilient and eager to attack unfamiliar problems with curiosity and a bias for action. 

Responsibilities:

• Build a structure to enable the team to deliver against metrics required to serve Convoy customers.
• Exemplify a positive, energetic work environment, motivating team members to perform at their highest level
• Monitor weekend performance of individual Operations Specialists and Sr. Specialists
• Support hiring, onboarding, and training of Operations Specialists and Sr. Specialists
• Work cross-functionally to develop SOPs, train, and the weekend team up to speed on the process and product changes
• Identify and advocate for additional resources needed for the weekend team to succeed (training, SOPs, product work, etc.)
• Work with our product and engineering team to make improvements that increase efficiency and help us serve customers
• Triage and manage customer escalations; develop solutions through root cause analysis
• Develop a team schedule and manage timekeeping to ensure SLAs are met with high-quality service

Minimum Qualifications

• Deep knowledge of Convoy processes and procedures
• Senior Operations Specialist
• 6 months experience at Convoy
• Lead through influence; Demonstrated ability to manage programs/processes effectively
• Exceptional written and verbal communication skills
• Data-driven with a knack for process improvement. 
• Scrappy; willing to dive in and do what’s needed, regardless of whether it’s in the job description
• Excellent problem-solving skills with the ability to simultaneously manage multiple initiatives
• Self-motivated; Able to work independently and think creatively to deliver results

Preferred Skills and Experience

• Proficiency in SQL, Excel, and/or data visualization