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Service Delivery Manager

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Motivate is looking to hire a creative and analytical Service Delivery Manager to improve the usability and efficiency of the BayWheels bikeshare system. They will manage all aspects of Motorized and Non-Motorized Rebalancing operations and Station Valet operations to maintain required levels of rideability and availability systemwide. The main responsibilities of the manager will be reporting and analyzing team performance, recruiting and training new team members, scheduling current staff, and management of team. They will be based out of all four Bay Area offices as needed and will report to the Director of Operations

 

About Motivate

Motivate is a best-in-class service operations and logistics company, delivering bike share services to 

some of the largest urban environments in the US. We operate in 8 markets across the U.S. including New York, San Francisco, Chicago and Washington D.C. and will serve over 1.5 million customers this year alone. Led by a group of urban visionaries and seasoned operations experts, 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 operate and maintain safe and dependable systems that help make cities great by connecting individuals to the people and places they love.

 

We’re offering an opportunity to work with the most passionate, creative and proven team in this emerging, dynamic industry that is transforming cities around the globe.

 

About the Role

 

  • Follow safe work practices to create and maintain a safe working environment.

  • Supervise daily operations to maximize customer experience; ensure all operations are executed per Motivate and city standards.

  • Maintain and uphold all Motivate policies and standards, including time and attendance, visual preparedness (uniforms), and standard operating procedures; recognize employees with exemplary performance and administer discipline to employees for non-compliance when necessary.

  • Support ongoing recruitment of hourly non-exempt staff, including application screening, interviews, open houses, and onboarding.

  • Oversee scheduling of employees, including master planning on a biweekly basis, as well as daily updates due to call-outs for employee illnesses, vacations, etc.

  • Analyze data and create reports, as requested.

  • Create playbooks and initiatives for a more rideable system.

  • Identify and improve the team’s performance and inspection metrics.

  • Conduct periodic staff evaluations and provide feedback.

  • Other duties as assigned.

 

 

About You

 

  • You have 5+ years of experience as a manager overseeing customer-facing hourly or non-exempt employees as a shift supervisor, team lead or other position with line management responsibility.

  • You have 2+ years managing a team of managers

  • You have prior experience using a scheduling system to schedule shifts for a team of 20+ employees.

  • You have a flexible schedule and understand that this role may require work in off hours and/or weekends. 

  • You have used the Motivate system and are comfortable utilizing the system and biking throughout the Bay Area

  • You have strong written and verbal communication skills, and are keen not to let things fall through the cracks.

  • You have strong organizational skills and are able to take the lead on projects while providing updates to key stakeholders

  • You have a strong sense of judgement and understand the importance of keeping information confidential 

  • You are proficient and experience in Google Apps for Business, Microsoft Word, Excel and Powerpoint. 

  • You are creative and thoughtful. You remain open to ideas and are always willing to try new things. 

  • You are excited and willing to work outdoors, year-round and in all weather conditions.

  • You can lift up to 75 pounds; stoop, bend and stand for long periods of time. 

 

Bonus Points

 

  • Experience with seasonal recruitment of customer-facing hourly / non-exempt employees.

  • Strong Microsoft Excel experience – you have no fear of V-lookups and love Pivot Tables.

  • Knowledge of Bay Area streets and geography (bonus points if you’re a pro at riding on DMV streets on a bike).

  • All-hands-on-deck attitude; you love the idea of making Motivate bikeshare work for hundreds of thousands of riders and visitors.

 



 

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