Rider Operator Shift Supervisor

Our Client, an AV Manufacturing company, is looking for a Rider Operator Shift Supervisor for their San Francisco, CA location.
 
Responsibilities:

• Supervise Concierge operations to ensure service standards are being followed to achieve the highest level of customer experience and safety at each location.
• Monitor and troubleshoot issues that cause delays in vehicle or rider response, as well as impacts to public perception.
• Under the Functional Manager’s direction, execute the new-hire onboarding, training, and communication expectations of Concierge team members.
• Serve as a Concierge point of contact for other client teams during shift.
• Complete all administrative tasks with regards to team coordination and schedule validation.
• Ensure the Concierge locations are always ready on time for daily missions, and assist with issues that cause any delays in start time for the Concierge team.
• Support the readiness of Concierge spare parts and contingency materials.
• Execute Concierge training drills and proficiency checks to maintain high team performance
• Support the analysis, documentation, and reporting of Concierge execution data.
• Manually drive non-CDL vehicles on public roads and in parking/staging areas as needed.
• Act as backup Concierge crew in-field if there is a coverage gap. 
• Interface with the Fusion Center representing Concierge and Rider Operations..
• Complete and review paperwork and documentation related to Concierge execution, incidents & other topics as required.
• Give feedback for constant process and people improvement.
• Ensure compliance with all health and safety policies in-depot and in-field.
• Participate in meetings as necessary.
• Visit multiple Concierge locations in a given geofence on a daily basis.

• 3+ years of people supervisory experience.
• 3+ years of customer service experience.
• Proven ability to quickly learn technical subjects and use the latest technology.
• Demonstrated ability to work in high-pressure, ambiguous, and challenging environments.
• Demonstrate professionalism and calm demeanor in stressful events.
• Ability to use radio communications effectively.
• Ability to use app based technology and multiple tools (laptop, mobile device, etc.)
• Ability to multi-task effectively.
• Team player that collaborates well cross-functionally.
• Excellent written and verbal skills.
• Must comply with the Controlled Substance and Alcohol Testing Program adopted by client, as required for public passenger service.
• Experience in a fast-paced, high-risk environment.
• Experience managing cross functional teams and workflows.
• Operations management experience in high volume retail or QSR industry
• Proficiency in MS Office/Google Suite, especially Excel or Sheets
• Possessing an “Extreme Ownership” and growth mindset.

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

 
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.