About Wing:
Wing offers drone delivery as a safe, fast, and sustainable solution for last mile logistics. Consumer appetites for on-demand services are increasing, but current delivery methods are inefficient, costly, and contribute to road accidents and air pollution. Wing’s fleet of highly automated delivery drones can transport small packages directly from businesses to homes on-demand, in minutes. We design, build, and operate our aircraft, and offer drone delivery services on three continents. Our technology is designed to be easy to integrate into existing delivery and logistics networks, offering a scalable drone delivery solution for a broad range of businesses. Wing is a part of Google's parent company, Alphabet, and our mission is to create the preferred means of delivery for the planet. If you're ready to do the greatest work of your life, come join us.
About the Role:
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
The US base salary range for this full-time position is the salary range below + bonus + equity + benefits. Wing’s salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your location during the hiring process.
Salary Range
$100,000—$157,000 USD
Wing is an equal opportunity employer and it is Wing's policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. Employment at Wing is based solely on a person's merit and qualifications directly related to professional competence. Wing does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.
If you have a need that requires accommodation during the interview process due to a disability or special need, please let us know by completing our Candidate Accommodations Request Form.
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