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Bird

Bird is a shared electric scooter company.

Operations Associate
Amsterdam, NL
Job Description / Skills Required

Bird is a global team guided by a shared vision: to make cities more livable through safe, sustainable electric mobility. From our first e-scooter ride in 2017 to the thousands of rides taking place every day, our passionate team and award winning custom vehicles have helped riders complete hundreds of millions of carbon-free trips in more than 250 cities around the world. And we're just getting started.

The role will oversee BPO sites’ operations covering multiple languages and countries. This role will ensure consistent delivery of key performance metrics related to production, quality (CSAT), and required service level agreements (SLAs). This is a highly cross-functional opportunity to work with city operations, product, systems and business analytics teams to strengthen standard operating procedures, ongoing training, schedules, and staffing.

Responsibilities

  • Analyze key business drivers, trends, and operational metrics to inform improvement strategy
  • Monitoring vendor performance across relevant KPIs and conduct deep-dive investigations to understand the “why” behind how metrics are performing:
    • Ensure BPO and contractor agent teams are executing operational strategies to assure compliance with SLAs across all supported lines of business 
    • Lead daily and weekly performance reviews and communication with BPO/Contractor teams 
    • Be a partner in driving excellent customer service by assisting with quality insights and calibrations where needed.
  • Leverage business tools such Zendesk and/or technical add-ons to identify and remove performance barriers - be an escalation point
  • Present analyses and lead discussion that aim for improvement internally and externally
  • Provide clear and documented insights on existing metrics and focus on continuous process improvement
  • Work with senior leadership to align staff schedules with defined strategies

Requirements

  • BA/BS in Business or other related major or equivalent relevant work experience required
  • 3+ years experience outsourcing strategy and implementation. Ideally experience in managing and coaching BPO and contractor agent teams
  • Experience with Zendesk and SQL
  • Excel modeling skills and PowerPoint presentation skills
  • Able to read into the insights and come with business proposals
  • Able to work across cultures effectively, valuing diversity within a virtual team
  • Able to work across cultures effectively, valuing diversity within a virtual team
  • Strong communication, organization and stakeholder management skills

Preferred Qualifications

  • Bilingual or Multilingual is a plus

Culture at Bird

We're an ambitious, smart and open-minded team that is passionate about our mission. Each day is unlike the last, as we’re constantly moving forward, challenging each other, and working together to create the future of micro-mobility.

Perks up

We want people to succeed at Bird, so we give our teams plenty of time off to relax and recharge. We also offer a WFH monthly stipend, a wellness allowance, and more. Plus, a new resource to help support personal and professional developments—all the goods needed to move on our mission together.

Bird is the world

Bird stands for a culture of inclusion. We celebrate different backgrounds, experiences, and perspectives —encouraging everyone to bring their authentic selves to work. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions. For these reasons and more Bird is a proud equal employment opportunity employer. We welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment. 

Sound like a place you’d like to work? Sweet. Let’s chat.