Vertical Operations Manager
Job Summary
Job Description
The Vertical Operations Manager at Super.com is responsible for the operational performance of specific business lines. This role involves close collaboration with General Managers and Mission Aligned Teams (MATs) to define operational policies that support strategic growth. Key responsibilities include developing data-driven recommendations to improve customer experience and cost efficiency, evaluating performance against KPIs, collaborating with cross-functional teams, and using data analytics to identify areas for improvement. The ideal candidate will possess strong investigative and critical thinking skills, excellent attention to detail, and experience in process improvement. They will also have experience working collaboratively with cross-functional teams and strong communication and presentation skills. The role requires a deep understanding of customer service practices, preferably in Fintech/Travel/memberships.
Must have:
- Stakeholder partnership
- Strategic recommendations
- Data analytics
- Process improvement
- Cross-functional collaboration
- Excellent communication
Good to have:
- Fintech/Travel/memberships experience
Perks:
- Competitive salary
- Equity options
- Great benefits
- Wellness budgets
- Development budgets
- Unlimited PTO
- Recharge days
- Travel discounts
- Weekly UberEats credit
- Annual company offsite
- Generous parental leave
8 skills required
Job Details
About Super.com
We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.
We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.
About this team
Our Vertical Operations team is the face of Operations to each vertical of business. They are responsible for end to end vertical results; from establishing OKB policy to verifying performance. The Vertical Ops team defines the service requirements and establishes SLAs for each business. Our data-driven approach continuously improves operations through oversight and optimization. Our team is devoted to upholding service quality while reducing costs and driving innovation.
About this role
The Vertical Operations Manager is the face of Operations to their respective business lines and partners closely with the General Manager and associated Mission Aligned Teams (MATs). This role is accountable for defining operational product policy to support business performance and strategic needs and validating that it is happening. Supported by a Performance Analyst, this team ensures our users are receiving an experience that embodies our service level tenets by digging deep into our operations performance data and customer engagements. Accountable for customer experience KPIs, this role will collaborate closely with the cross-functional operations teams to troubleshoot performance variances and advocate for continuous improvement. We are searching for someone who possesses a perfect blend of investigative prowess, detail orientation, and ownership.
Responsibilities
- Stakeholder Partnership: Work closely with the GM and MATs to determine operational policies that can support each businesses’ strategic growth objectives. Collaborate internally within Operations to achieve these outcomes and performance expectations.
- Strategic Recommendations: Develop and execute data-driven recommendations that improve our customer experience and balance cost efficiency, using a data—and technology-first approach.
- Evaluate Vertical operational performance, both near and long term, against KPIs to assess opportunities for improvement, both in cost efficiency and improved service levels.
- Collaborate with the Customer Success Team, Agent Enablement Team and cross-functional stakeholders to ensure alignment and completion against performance expectations.
- Data analytics: Pro-actively use data analytics to identify trends, patterns, and areas for improvement, to develop strategy while presenting insights to the team and management.
Preferred Experience
- 3-8 years of relevant work experience in operations, consulting, or at a startup.
- Strong investigative and critical thinking experience.
- Excellent attention to detail and proven track record of process improvement.
- Strong methodical techniques with the experience to proactively identify gaps, inconsistencies, or areas of improvement.
- Strong communication and presentation experience.
- Propensity to work collaboratively with cross-functional teams.
- Strong organizational and time management skills.
- Knowledge of customer service practices and protocols, preferably in the Fintech/Travel/memberships sector.
- Bachelor's degree in Business, Economics, or related field.
We’ve got you covered
Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets
We are remote-first – you have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms Other perks include unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsite We welcome new family additions with generous parental leave and a flexible return-to-work plan. This is just scratching the surface– see our careers sitefor a more detailed overview of our perks & benefits
We Believe in Equal Opportunity
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.
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