Platform Operations Lead

About the role

We are seeking a highly organized, curious, and customer-focused Platform Operations Lead to oversee the day-to-day operations of a growing tolling rewards platform that includes a customer website and iOS/Android app.

Responsibilities

• Monitor the day-to-day performance of the tolling rewards platform, including customer-facing website and iOS & Android mobile application
• Track platform health, customer experience, and operational performance
• Identify trends, recurring issues, and opportunities for product improvements
• Coordinate with internal teams and external vendors regarding platform enhancements and issue resolution
• Prepare weekly and monthly status reports on platform performance and operational metrics
• Monitor Zendesk support desk performance and customer service trends
• Analyze support ticket data to identify root causes, recurring customer concerns, and improvement opportunities
• Develop recommendations to improve customer experience, operational efficiency, and issue resolution times
• Act as a liaison between customer support and product teams to ensure customer feedback drives platform improvements
• Monitor customer acquisition and retention activities established by the VP of Marketing
• Manage and oversee operational use of the Iterable platform for the rewards platform
• Support execution and monitoring of customer acquisition campaigns, customer onboarding communications, product update communications, and customer engagement campaigns
• Analyze campaign performance and provide reporting on key metrics and trends
• Track and classify customer-reported issues
• Prioritize and communicate enhancements and defect trends to product management
• Assist in documenting business requirements for system improvements
• Recommend process improvements and product enhancements based on customer feedback and platform analytics
• Help ensure product updates are effectively tested, communicated, and tracked
• Coordinate activities across customer support, marketing, technology, operations, and executive leadership
• Present findings and recommendations to leadership
• Support special projects and strategic initiatives as needed

Requirements

• Bachelor's degree in Business, Operations, Marketing, Communications, Technology, or a related field, or equivalent professional experience
• 5+ years of experience in one of the following: Project Management, Product Operations, Program Management, Business Operations, Customer Experience Operations
• Experience coordinating projects across multiple departments
• Experience analyzing operational metrics and KPI data
• Strong written and verbal communication skills
• Ability to manage multiple priorities simultaneously
• Strong organizational and problem-solving abilities
• Proficiency with Microsoft Office applications, including Excel and PowerPoint

Preferred Qualifications

• Experience supporting customer-facing digital platforms
• Experience with customer support systems and ticketing platforms
• Experience using or administering marketing automation platforms such as Iterable
• Experience working with mobile applications and web-based products
• Familiarity with product management methodologies and continuous improvement practices
• Experience developing reports, dashboards, and executive-level presentations

Skills

The successful candidate will be: naturally curious and eager to learn, creative in identifying solutions and improvement opportunities, comfortable working across multiple business functions, customer-focused and data-driven, highly organized and detail-oriented, a strong communicator who can effectively engage technical and non-technical audiences, self-motivated and able to work independently, adaptable in a fast-changing environment.

Benefits

Compelling benefits and employee wellbeing: enjoy a comprehensive benefits package that rewards your hard work and dedication and take advantage of initiatives designed to support your physical and psychological health. Productivity tools: utilize cutting-edge tools like Microsoft Copilot to enhance your productivity and efficiency.