BrightDrop - Service Operations Center Analyst

Description

At BrightDrop, we are reshaping e-commerce by developing smarter, greener, and more efficient ways to deliver goods and services to your door, while delivering a brighter future for the cities where we live. We are building an ecosystem of all-electric, zero-emissions delivery solutions – from electric vehicles, to ePallets and software that leverages real-time data to drive intelligent optimizations for e-commerce. To deliver on our mission we are growing fast and building a team, based in Palo Alto, with offices in Atlanta and Detroit, that is customer-focused, agile and passionate about innovating for a more sustainable future.

From engineering to product management and operations, BrightDrop is looking for people who can combine a passion for technology and sustainability with high doses of curiosity and rigorous thinking to deliver a better future.

Backed by General Motors, BrightDrop is striving to improve the communities where we live and deliver a better future for generations to come. We hope you'll join us.

This is a unique opportunity to innovate and scale sustainable solutions to address the world's mobility challenges. We seek passionate and experienced individuals - come join us and let's innovate!

Successful candidates will have experience in customer onboarding, monitoring/managing of business metrics, and ID management. This role will be required to be comfortable in ambiguity, cross-functional work (internal and external teams), while displaying an “it's on me,” mentality to solve/synthesize complex problems.

You will join a high performing, innovative, and culturally aligned BrightDrop Service Operations & Support Team helping define and enable world class service for our fleet commercial customers with a focus on uptime and customer loyalty.

To learn more about how we're building smarter ways to deliver goods and services please go to https: // www. gobrightdrop.com/.

Job Description

Develop and manage business process flows reflecting how ID access routes through all BrightDrop/GM systems efficiently for all Service Operations and Support (SOS) processes

Gather and document ID needs of all systems from each SOS team

Work collaboratively with BrightDrop IT to identify and document system access needs for all SOS stakeholders

Partner with external customers on ID onboarding activities across all necessary BrightDrop/GM systems

Own and maintain Service Operations and Support customer master data

Escalation point of contact with issues involving customer ID's across several key applications

Provide business input and drive progress on required data visualization

Cross functional work and partnership to ensure the onboarding process is as efficient as possible

Managing internal Service Operations and Support Confluence page

Process design/maintenance for validation of key customer contacts

Develop and work with BrightDrop IT to automate reporting needs for the SOS Contact Center tracking various performance criteria across all systems (i.e., Salesforce, TalkDesk, SAP, etc.)

Manage ad hoc projects as needed

Additional Description

Required Qualifications

Minimum of 10 years experience in service operations and processes, IT and business processes, internal and external customer support

5+ years with hands-on relevant experience in operations center analytics Self-starter with an ability to thrive in ambiguity, start-up, and/or new organizations

Comfort in working with many types of applications and the ability to identify the “best one” for the job

Experience in establishing effective partnerships in a matrixed organization

Demonstrated experience using SAP

Work experience in Microsoft Office, Smartsheet, Google suite, Confluence, etc., among others

Experience managing multiple simultaneous projects with multiple types of organizations

Excellent written and verbal communication skills

Proven ability to effectively plan, organize and monitor projects and tasks to meet deadlines

Preferred Qualifications

Bachelor Degree, MBA or Master's degree in finance, business or other related field

Travel

This is a hybrid role, expectation is to be in office 3 days a week

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Total Rewards Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.