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Vice President, Support

| Santa Monica
Bird is a last-mile electric vehicle sharing company dedicated to bringing safe, low-cost, environmentally-friendly transportation solutions to communities across the world. We provide a fleet of electric, shared scooters that can be accessed via smartphone. Bird is headquartered in Venice, California and is rapidly expanding across the country and the world.
The VP of Support will build a team, strategy, and culture to lead support in a global, hyper growth environment. This person should be comfortable operating with extremely high standards while also supporting a business that is scaling globally with high innovation and support demand. A high degree of commitment and passion for customer success are an important expectation of the role.

What You’ll Do:

  • Build and coordinate a global multi channel, multi language Support team
  • Lead, manage and motivate technical support delivery or operations teams led by managers, senior managers and/or Directors
  • Participate in the selection, performance management, development, mentoring and coaching of these roles
  • Prepare functional budgets, forecasts, and tracking reports including explanation of variances
  • Lead and execute department-wide, enterprise-wide and/or global projects and initiatives
  • Coordinate with Product and Engineering on contact resolution and product enhancements
  • Manage the goals, processes, and business KPIs regarding the performance of the organization in order to optimize the customer experience and meet operational business objectives
  • Oversee the strategy, development and management of offsite and/or offshore support delivery or operations teams to provide 24x7 coverage
  • Interface with field operations, product management, executive leaders etc. to build and maintain effective working relationships between support and other functions
  • Foster a culture aimed at accountability, employee engagement, continuous improvement and empowerment to fully utilize all tools and talent to meet the needs of the customers and the business objectives of the organization
  • Provide thought leadership and encourage open communication channels in line with company values

What You’ll Need:

  • 10+ years of management experience in a highly technical, global support environment
  • Understanding of the software development lifecycle
  • Experience managing multi language, multi channel lines of support
  • Proven decision making skills that demonstrate the ability to access and understand the broad impact of decisions made
  • Experience scaling either hardware or software start-ups
  • Demonstrated experience driving solutions through Product and Engineering
  • Ability to multi-task in a fast-paced environment and resolve problems quickly and efficiently
  • Proven negotiation skills at the executive level
  • Experience working in a matrixed organization (e.g. regional vs. global structure)

Bird Rides Inc. is an equal employment opportunity employer, and we welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status or genetics. We are dedicated to providing an inclusive, open, and diverse work environment.

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Location

Santa Monica, CA

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