Director of Customer Operations at Metropolis

| Greater LA Area
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The company 

Metropolis is an AI and computer vision start-up building the technological and real estate infrastructure to facilitate the future of mobility. 

Your opportunity 

This is your opportunity to join early and build something remarkable at the intersection of technology, mobility, and real estate. We are reimagining the parking experience today but developing an ecosystem to support all forms of mobility tomorrow; and if you have a passion for transforming the urban landscape to more intelligently facilitate EV charging, last mile transport, autonomous vehicles, and even electric vertical take-off and landing (eVTOL), please consider joining us. 

Our team

The Company is led by an experienced executive team with diverse backgrounds, including a successful LA-based tech founder, senior professionals from BlackRock, Uber and Getaround, and a technical leader from eHarmony and DogVacay.

Director of Customer Operations

The Director of Customer Operations is responsible for providing our customers remarkable support. From individual visitors to large enterprises, the Director of Customer Operations owns every touchpoint we use to support our customers: email, phone, in-app support, and more. They will build tech systems that integrate seamlessly with our native applications and create processes to optimize for the best customer experience balanced with operational efficiency and efficacy. They are human centric individuals who understand that at the other end of the line or email is someone dealing with an issue, and who develop their teams to be collaborative, responsible, proactive and responsive with our customers and each other.

Responsibilities

  • Create a human centric culture of team members who are proud of where they work and how they help people everyday
  • Design customer support systems to allow customers to get the answers they need as quickly and painlessly as possible
  • Contribute to product development based on robust data-centric analysis of customer tickets and feedback
  • Work collaboratively and cross functionally with the product, markets, launch, and central ops teams to resolve customer issues, identify systemic challenges, and design innovative solutions using technology
  • Track and improve SLAs related to responsiveness as well as efficacy of support operations
  • Own the company’s customer NPS

Requirements

  • B.A/B.S or equivalent required; MBA preferred
  • 7+ years of business experience - operations, consulting, banking, entrepreneurship and/or mobility
  • At least 3 years of team management experience
  • Experience designing and implementing features in a CRM; Freshdesk preferred
  • Entrepreneurial mindset. Must be a self-starter who thrives on ambiguity and the opportunity to bring structure where needed
  • Advanced analytical foundation and business judgment. Fluent in leveraging data to drive decision making and comfortable rolling up your sleeves to uncover business insights 
  • Strong interpersonal skills. Success in this role depends on developing trusting relationships with the team, external stakeholders, and partners
  • Natural communicator and presenter. An excellent listener, capable of synthesizing disparate inputs into a clean, coherent, and compelling narrative
  • Passion for mobility, cities, or real estate is a plus!

Benefits:

  • Attractive compensation and generous benefits package (100% Medical, 50% Vision and 50% Dental)
  • Company 401(k) match up to 6% of salary
  • Paid company snacks and after-hour meals
  • Unlimited Paid Time Off (PTO)
  • Gym reimbursement program
  • 529 savings plan
  • Commuter benefits
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • TypescriptLanguages
    • BashLanguages
    • ReactLibraries
    • React NativeLibraries
    • styled-componentsLibraries
    • EffectorLibraries
    • StorybookLibraries
    • lernaLibraries
    • PlayFrameworks
    • SparkFrameworks
    • AirflowFrameworks
    • AWSFrameworks
    • MySQLDatabases
    • RedisDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • JupyterAnalytics
    • TableauAnalytics
    • SketchDesign
    • FigmaDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement

Location

Venice, CA

An Insider's view of Metropolis

What's the biggest problem your team is solving?

Building a network of technology-enabled real estate. We use machine vision, IoT, apps, and distributed computing to blur the boundary of the physical and digital world. Every day is a challenge and a ton of fun.

Bryant

Director of Product

What makes someone successful on your team?

The engineers that are successful on our team know how to focus on not only the technical implementation but also have the ability to deliver results that match the product vision and business needs. Ultimately the more the individual contributes to team success the more they will achieve individual success.

Jamie

Principal Engineer

What is your vision for the company?

If you believe that at some point there will be a critical mass of vehicles on the road that are autonomous, there needs to be tech-enabled infrastructure for that ecosystem to function. We want to transform what has always been a narrowly defined parking business into a mobility company that powers every component of the mobility ecosystem.

Courtney

Co-Founder & Head of Partnerships

What’s the vibe like in the office?

Our offices are pretty cool -- we have a relaxation room with turf and couches, great snacks and coffee, a monthly “happy hour” where we go to new places like rooftop restaurants and VR arcades to have fun and connect.

Caroline

Executive Assistant

What are Metropolis Perks + Benefits

Metropolis Benefits Overview

At Metropolis, we're all about working hard and playing hard, providing unlimited opportunities for growth, paid company snacks, after-hour meals, Unlimited Paid Time Off (PTO) for regular full-time exempt employees, Health and Financial Benefits, Wellness perks, plus regular company outings and dinners.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Metropolis hosts monthly team outings.
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
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