Operations Manager

Hivemapper is building the world's freshest map using street-level imagery contributed by a community of everyday drivers, large fleets, and everyone in between. We have over 70,000 contributors around the world, and have now mapped over 18M unique kilometers, or more than 30% of the world's roads.

Our customers include commercial fleets, enterprise technology, mapping, autonomous vehicle robotaxis, rideshares, car manufacturers, and real estate.

We are looking for a full-time Network Community Manager. This position is about troubleshooting user tickets regarding our app and dashcam, collaborating with our engineers on testing such products, and providing general customer support to our network of users and supporters. 

Responsibilities

• Own: From identifying and tracking process improvements for the contributor onboarding experience to building and maintaining systems of institutional knowledge, you will take ownership of different Network Operation objectives to ensure the Network Operations are running as smoothly, efficiently, and effectively as possible
• Support: From providing the best onboarding experience to solving the hardest problems impacting the contributor experience, you will take lead in ensuring we maintain and improve the Hivemapper community of contributors
• Analyze: Quantify everything you do. Utilize data-driven decision making to understand business trends and craft your recommendations across the Hivemapper team
• Strategize: Develop business cases, implementation plans, and growth strategies for new market launches
• Collaborate: Work with internal and external stakeholders to improve the Network Contributor onboarding experience, communicate thoughtfully with our contributors to ensure they are up-to-date with new product releases, and support contributors every way possible to ensure they have the best possible experience

You should apply if

• You have at least 5+ years of professional work experience in operations, strategy, analytics, tech, business operations or related fields
• You have strong Excel/Google Sheets experience
• You have experience with quantitative data analysis, and building strategies and solutions based on data
• You have exceptional oral and written communication skills that show energy and empathy
• You are organized, process-driven, and capable of working with the rest of the Hivemapper team to continue to iterate the onboarding experience for our contributors
• You take ownership of solving contributor issues and are organized, practical, and systematic in your work
• You have effective time management and self-accountability skills
• You have a positive, roll-up-your-sleeves mindset. You possess humility and grit — no task is too big or too small

Bonus if you have

• Proficiency in SQL and have used Mode Analytics 
• Experience managing a community on Discord
• Experience using Zendesk for support tickets  
• Experience working with rideshare drivers, delivery drivers, fleets, etc. 
• Experience working with maps or mapping

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Note to Recruitment Agencies: Hivemapper does not accept unsolicited agency resumes. Furthermore, Hivemapper does not pay placement fees for candidates submitted by any agency other than its approved partners.