Platform Operations Lead
On-siteAustin, Texas, United States
Job Summary
Monitor the day-to-day performance of the tolling rewards platform, including the customer-facing website and iOS/Android mobile application. Track platform health, customer experience, and operational metrics to identify trends, recurring issues, and opportunities for product improvements. Oversee Zendesk support desk performance, analyze ticket data to determine root causes, and develop recommendations to enhance customer experience and resolution times. Support marketing operations by managing the Iterable platform for customer acquisition, onboarding, and engagement campaigns, ensuring communications are accurate and aligned with objectives. Coordinate cross-functional activities across customer support, marketing, technology, and product teams to present findings and recommendations to leadership.
Required Qualifications
- Bachelor's degree in Business, Operations, Marketing, Communications, Technology, or a related field, or equivalent professional experience
- 5+ years of experience in one of the following: Project Management, Product Operations, Program Management, Business Operations, Customer Experience Operations
- Experience coordinating projects across multiple departments
- Experience analyzing operational metrics and KPI data
- Strong written and verbal communication skills
- Ability to manage multiple priorities simultaneously
- Strong organizational and problem-solving abilities
- Proficiency with Microsoft Office applications, including Excel and PowerPoint
Desired Qualifications
- Experience supporting customer-facing digital platforms
- Experience with customer support systems and ticketing platforms
- Experience using or administering marketing automation platforms such as Iterable
- Experience working with mobile applications and web-based products
- Familiarity with product management methodologies and continuous improvement practices
- Experience developing reports, dashboards, and executive-level presentations
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