Vertical Operations Manager

About Super.com

We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.  

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About this team 

Our Vertical Operations team is the face of Operations to each vertical of business.  They are responsible for end to end vertical results; from establishing OKB policy to verifying performance.  The Vertical Ops team defines the service requirements and establishes SLAs for each business.  Our data-driven approach continuously improves operations through oversight and optimization.  Our team is devoted to upholding service quality while reducing costs and driving innovation.

About this role

The Vertical Operations Manager is the face of Operations to their respective business lines and partners closely with the General Manager and associated Mission Aligned Teams (MATs).  This role is accountable for defining operational product policy to support business performance and strategic needs and validating that it is happening.  Supported by a Performance Analyst, this team ensures our users are receiving an experience that embodies our service level tenets by digging deep into our operations performance data and customer engagements.  Accountable for customer experience KPIs, this role will collaborate closely with the cross-functional operations teams to troubleshoot performance variances and advocate for continuous improvement. We are searching for someone who possesses a perfect blend of investigative prowess, detail orientation, and ownership.

Responsibilities

• Stakeholder Partnership: Work closely with the GM and MATs to determine operational policies that can support each businesses’ strategic growth objectives.  Collaborate internally within Operations to achieve these outcomes and performance expectations.
• Strategic Recommendations: Develop and execute data-driven recommendations that improve our customer experience and balance cost efficiency, using a data—and technology-first approach.
• Evaluate Vertical operational performance, both near and long term, against KPIs to assess opportunities for improvement, both in cost efficiency and improved service levels.
• Collaborate with the Customer Success Team, Agent Enablement Team and cross-functional stakeholders to ensure alignment and completion against performance expectations.
• Data analytics: Pro-actively use data analytics to identify trends, patterns, and areas for improvement, to develop strategy while presenting insights to the team and management.

Preferred Experience

• 3-8 years of relevant work experience in operations, consulting, or at a startup.
• Strong investigative and critical thinking experience.
• Excellent attention to detail and proven track record of process improvement.
• Strong methodical techniques with the experience to proactively identify gaps, inconsistencies, or areas of improvement.
• Strong communication and presentation experience.
• Propensity to work collaboratively with cross-functional teams.
• Strong organizational and time management skills.
• Knowledge of customer service practices and protocols, preferably in the Fintech/Travel/memberships sector.
• Bachelor's degree in Business, Economics, or related field.

Nice to have

• Knowledge of the travel industry-specific trends and regulations.
• Experience in data assessment tools such as Excel, SQL, or data visualization tools.

We’ve got you covered

• Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets  
• We are remote first – you have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms 
• Other perks include: unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsite 
• We welcome new family additions with generous parental leave and a flexible return-to-work plan
• This is just scratching the surface– check our careers site for a more detailed overview of our perks & benefits

We’ve got you covered

Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets  

We are remote-first – you have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms Other perks include unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsite We welcome new family additions with generous parental leave and a flexible return-to-work plan. This is just scratching the surface– see our careers sitefor a more detailed overview of our perks & benefits

We Believe in Equal Opportunity 

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. 

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.