Are you passionate about customer happiness and running a lean data driven operations? Do you love to encourage, train and develop your team? Is critical thinking and problem solving what gets you out of bed in the morning? If so, Motivate, the largest operator of bike share in North America, is seeking a passionate Customer Service professional just like you.

About Motivate

Motivate is North America’s leading bike share firm, operating systems in 8 cities including New York, San Francisco, Chicago, and Washington D.C. Since being acquired in 2014 by a group of investors, including the CEOs of The Related Companies and Equinox, it has successfully undertaken multi-year, major expansions in both New York, the San Francisco Bay Area, and Chicago, and launched Nike’s BIKETOWN in Portland. After integrating with 8D Technologies in early 2017, Motivate has also been building its in-house product portfolio, beginning with the Motivate bike. We have been working closely with vendors—themselves some of the leading names in bike share—to co-develop products including new docking mechanisms, eBikes and Smart Bikes.

Led by a group of seasoned urban visionaries, creative leaders and technology innovators, our mission is to revolutionize the landscape of our cities. In an effort to completely transform the urban experience, Motivate is leading the way in making cities more accessible, healthier and sustainable. We create safe and dependable systems that help make cities great by connecting individuals to the people and places they love.

About the Role

The Customer Service Director will lead all aspects of customer service for the 30m+ rides that Motivate delivers each year. The role leads a team of 60 customer service agents and managers across two service locations, one in NYC and one in Columbus Ohio and will report to the Chief Customer Officer. As a young and rapidly growing business, we are looking for a leader who is encouraging, engaging and efficient, someone who can multi task and quickly adapts to the changing demands of the bike share industry. This role is fast paced and constantly growing as it will iterate to accomplish new targets as they arise.

Responsibilities

• Lead all aspects of customer service across voice and digital channels
• Lead workforce planning, recruiting and training
• Run quality assurance program and drive innovation on how to serve bike share customers better
• Run P&L and identify and execute improvement opportunities
• Lead updating policies and ensure standard operating procedures are created and disseminated to all staff
• Collaborate with operations, marketing and legal teams on cross cutting issues
• Conduct analysis to make operational recommendations. Pilot operational initiatives. Report and assess effectiveness of these initiatives.

Required Skills and Experience

• 5 years experience in a management role.
• Undergraduate / graduate degree in business, communications, marketing, science, engineering, or related field.
• High proficiency with data analysis tools such as Tableau, Domo, Excel, and/or Access
• Excellent communication skills, including oral communication and visual presentation creation
• Organized thinker, with the ability to self-direct and to adapt to changing deadlines
• Comfortable in a high-pressure, high-visibility, start-up environment.
• Real passion for bike share

Preferred Skills and Experience

• Experience with existing Motivate platforms/tools including TalkDesk, ZenDesk and Twilio
• Experience leading multiple locations
• Experience with union workforce.

Motivate, LLC is an equal opportunity employer and a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.