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Rider Operator Shift Supervisor

Ursus, Inc.

San Francisco, CA

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JOB DETAILS
SALARY
$37–$37 Per Hour
SKILLS
Administrative Skills, Analysis Skills, Communication Skills, Cross-Functional, Customer Experience, Customer Support/Service, Documentation, Driver's License, Emerging Technology, Identify Issues, Laptop PC, Maintain Compliance, Microsoft Excel, Microsoft Office, Mobile Devices, Multitasking, Onboarding, Operations Management, People Management, Presentation/Verbal Skills, Process Improvement, Quality System Requirements (QSR), Retail, Risk, Safety Compliance, Team Lead/Manager, Team Player, Test Program, Time Management, Training/Teaching, Writing Skills
LOCATION
San Francisco, CA
POSTED
28 days ago
JOB TITLE: Rider Operator Shift Supervisor
LOCATION: San Francisco, CA (Onsite; Wednesday Sunday, 9:30 AM 6:00 PM)
PAY RANGE: $37/hr.
DURATION: 12 Months

About the Role:
As the Concierge Shift Supervisor on Rider Operations team, you will be responsible for daily execution, coordination, and service execution of the Concierge program. Responsibilities include, but are not limited to: ensuring service readiness at Concierge locations, process review and enhancement, coordinating contractor training module completion, escalating concerning events to relevant stakeholders, sending the agency contractor feedback, cross-functional work communicating with other teams, identifying and escalating improvement areas, responding to anomaly situations and driving to the event in person, interfacing with first responders, and ensuring compliance with existing workflows and processes.

Responsibilities:
  • Supervise Concierge operations to ensure service standards are being followed to achieve the highest level of customer experience and safety at each location.
  • Monitor and troubleshoot issues that cause delays in vehicle or rider response, as well as impacts to public perception.
  • Under the Functional Manager s direction, execute the new-hire onboarding, training, and communication expectations of Concierge team members.
  • Serve as a Concierge point of contact for other teams during shift.
  • Complete all administrative tasks with regards to team coordination and schedule validation.
  • Ensure the Concierge locations are always ready on time for daily missions, and assist with issues that cause any delays in start time for the Concierge team.
  • Support the readiness of Concierge spare parts and contingency materials.
  • Execute Concierge training drills and proficiency checks to maintain high team performance.
  • Support the analysis, documentation, and reporting of Concierge execution data.
  • Manually drive non-CDL vehicles on public roads and in parking/staging areas as needed.
  • Act as backup Concierge crew in-field if there is a coverage gap.
  • Interface with the Fusion Center representing Concierge and Rider Operations.
  • Complete and review paperwork and documentation related to Concierge execution, incidents & other topics as required.
  • Give feedback for constant process and people improvement.
  • Ensure compliance with all health and safety policies in-depot and in-field.
  • Participate in meetings as necessary.
  • Visit multiple Concierge locations in a given geofence on a daily basis.
Qualifications:
  • 3+ years of people supervisory experience.
  • 3+ years of customer service experience.
  • Proven ability to quickly learn technical subjects and use the latest technology.
  • Demonstrated ability to work in high-pressure, ambiguous, and challenging environments.
  • Demonstrate professionalism and calm demeanor in stressful events.
  • Ability to use radio communications effectively.
  • Ability to use app-based technology and multiple tools (laptop, mobile device, etc.)
  • Ability to multitask effectively.
  • Team player who collaborates well cross-functionally.
  • Excellent written and verbal skills.
  • Willingness to work nights and weekends (until 2 am)
  • Must comply with the Controlled Substance and Alcohol Testing Program adopted, as required for public passenger service.
  • Clean driving record with zero points on record.
Preferred Qualifications:
  • Experience in a fast-paced, high-risk environment.
  • Experience managing cross-functional teams and workflows.
  • Operations management experience in high-volume retail or QSR industry.
  • Proficiency in MS Office/Google Suite, especially Excel or Sheets.
  • Possessing an Extreme Ownership and growth mindset.


BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

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About the Company

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Ursus, Inc.

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