Operations Integration Manager, Customer Experience Group WHILL

WHILL Inc.

With roots in both Silicon Valley and Japan, WHILL [https://whill.inc/us/] was established in 2012 with the goal of building a mobility platform for short-distance travel. The vision was simple and clear: provide people with access to innovative and well-designed personal mobility solutions that could be used comfortability whenever needed. With the launch of the WHILL Model A in 2014, the company redefined the perception of mobility devices through design and innovation. From personal mobility devices to fleet management and autonomous solutions, today WHILL is at the forefront of personal transportation.

Mission - Deliver Fun and Innovative Mobility for All 

The WHILL organization has 2 primary lines of business:

• Mobility Services –includes the autonomous, on-site fleet lease, and individual short-term rental services. 
• Mobility Sales –includes sale of new products through brick-and-mortar retail, online, and alternative product distribution channels. 

Job Title: Service Operations Integration Manager, Customer Experience Group, WHILL Autonomous Service North America 

Reports to: Director of Customer Experience Group 

Location: Remote work with a 40%-50% travel component

WHILL is transforming the passenger experience for travellers with reduced mobility through autonomous mobility solutions deployed across major international airports and healthcare systems worldwide. 

As WHILL continues to scale globally, we are seeking a Service Operations Integration Manager to support the successful adoption of our autonomous mobility service following new deployments in North America. This role will serve as the operational liaison between WHILL and our partners, ensuring smooth integration, strong adoption, and sustained device utilization. The Integration Manager will work closely with senior leaders, station leadership, frontline teams of our clients, to drive operational excellence, training, and change management. 

Responsibilities:  

1. Partner Integration: Consult with and support clients in preparing, executing, and tracking the use of WHILL Autonomous Service. Develop a strong understanding of how clients operate their PRM assistance services and support the successful integration of WHILL into their daily operations. Provide training across different parts of the client organization. Work closely with the Business Development team to communicate effectively with current and prospective clients and set them up for success. 

2. Data & Performance Management: Improve and enhance service utilization through ongoing assessment of service performance. Develop a deep understanding of how services operate at each site through data tracking and client follow-up. Summarize and report performance in a clear and timely manner, both internally and externally as needed. Identify operational constraints and develop action plans to help clients improve service utilization. 

3. Service Support: Respond to and resolve challenges related to the service. Understand the operating environment and determine root causes of issues. Drive the identification and implementation of solutions for clients, both remotely and onsite. Maintain timely communication with clients. This role may also require some hardware and software maintenance, as well as service setup support. 

4. Best Practices & Documentation: Consolidate best practices and develop manuals as needed. As the business grows, ensure that internal and external SOPs and manuals are regularly updated, effective, and scalable. Establish and refine best practices for onboarding new clients.

Qualifications: 

• 6+ years of work experience, ideally with operations background.  
• Bachelor’s degree preferred. 
• Experience in aviation/airport and specifically in supervising wheelchair assistance operations at hub-airports is preferred 
• Demonstrated ability to drive results in a fast-paced, dynamic environment 
• Exceptional communication skills (written and verbal), and ability to work collaboratively 
• Strong analytical and problem-solving skills. In addition to Microsoft excel, knowledge of any data analytics or visualization platforms (eg. Tableau, Power BI) is a plus.  

Essential Job Functions and Physical Requirements: 

Physical Requirements: 

• Ability to lift 20 lbs. independently 
• Ability to carry, push, and pull up to 20 pounds independently.
• Ability to sit and/or stand for extended periods.
• Ability to occasionally bend, kneel, crouch, or reach to perform routine or business-related tasks. 

Communication & Collaboration Requirements: 

• Active participation in virtual meetings is an essential function of this role. The employee must be able to consistently engage in scheduled video calls, presentations, and team discussions using various video conferencing platforms. 
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to manage multiple tasks and shifting priorities with attention to detail and responsiveness.
• Ability to work independently while also collaborating in a team environment.  

Remote/Hybrid/Field Based Work Requirements: 

• Must be able to work in various environments, including office, remote, and field-based settings, depending on business needs.  
• Must have access to a reliable internet connection and maintain a professional, distraction-free remote work environment when working remotely. 
• Must be available during assigned projects/field-based work unless otherwise approved by management. 

 Travel Requirements: 

• Must be able to travel by airplane both domestically or internationally without restrictions as needed. The person in this position will be expected to travel and stay at the service sites frequently in furtherance of performance of his/her job duties (40%-50% travel component) 

 Technology Use: 

• Ability to operate a computer, phone, and standard office equipment for extended periods.
• Proficiency or willingness to learn digital platforms for communication, documentation, and task management. 

Attendance and Time Commitment: 

• Regular, predictable attendance is required. 
• Timely responsiveness and presence during scheduled virtual meetings and operational check-ins are expected.
• Occasional flexibility to assist with urgent department needs 

Legal Employer Notice: 

While this role supports the WHILL brand and product ecosystem, the legal employer for this position is Scootaround Inc. 

E-Verify Participation: 

Scootaround Inc. participates in E-Verify to confirm the identity and employment eligibility of all new hires. Candidates must provide documentation to establish identity and legal authorization to work in the United States.  

Equal Opportunity Employer: 

Scootaround Inc. is an equal opportunity employer and prohibits discrimination or harassment based on race, color, religion, sex, national origin, age, disability, or any other protected status in accordance with applicable law.