Head of Operations

3 weeks ago


Québec, Canada Apollo Scooters Full time

**Who are we?**

Apollo Scooters is a North American manufacturer and distributor of electric scooters with a mission to improve lives through innovative transportation solutions. We do this by making getting places cheaper, more environmentally friendly, and enjoyable. We are a small, dynamic team with big ambitions that managed to become a market leader within just 12 months. We are absolutely obsessed with our products and customers and are only getting started. If you are looking for a company at the cutting-edge of innovation, an industry on the verge of a breakout, a work-hard/play-hard environment, and hands-on learning, you’ve found the right place

**A Day in the Life**:
We are looking for a Head of Operations who can handle the entire customer lifecycle and be the link between the customer and Apollo. The role will oversee two core servicing offerings, Customer Experience and Repair Servicing. The average day in this role will include:

- Ensuring teams are aware of what’s going on and have all the tools required to service customers as effectively as possible
- Identify knowledge gaps and close them
- Monitor team performance and develop CX talent
- Collaborate cross-functionally with the aim of improving our service offerings
- Repair reporting (collaborate with product team)
- Bridge gap between customers and repairs
- Manage inventory, warehouse, repair centres
- Expand repair service offering

**Core responsibilities**:

- Own and report on team KPIs
- Forecast headcount to increase/decrease CX team size (leverage variable staffing model to ensure we’re always operating with adequate capacity)
- Support the launch of new products (2 new products scheduled for 2023)
- Contribute to internal and external documentation to enable knowledge sharing
- Manage customer experience team leads and repair centre managers
- Expand Repair Servicing Network to increase coverage by launching new Apollo Repair Centres and securing partnerships with Certified Partner Shops
- Collaborate with software team to expand internal dashboard
- Launch a maintenance management system (CMMS), working closely with RnD Team
- Support Supply Chain Team with the launch and day-to-day management of NetSuite implementation
- Collaborate with BizOps to ensure the successful management of Apollo Care products (Shipping Protection, Extended Warranty, Theft Service, and Preventative Maintenance)
- Develop customer experience and repair team talent, focusing on career progression, development, and coaching
- Advocate for our customers and share feedback across the organization

**Who are you?**
- You have 6-10 years of operations experience in a hardware + software or e-commerce business with a demonstrated ability to lead and develop a customer service team
- Have a Bachelor's degree or equivalent experience
- Exceptional attention to detail
- Very strong interpersonal and customer service skills
- Strong data skills with the ability to forecast headcount, track key metrics, and make data-informed decisions
- Organized and can manage multiple tasks at the same time
- Cool under pressure

**Preferred Skills**:

- Experience using chat support as primary channel
- Knowledge of Gorgias, Zendesk, or other ticketing software
- Experience with a CMMS
- Knowledge of ERP (NetSuite or equivalent)
- Data visualization or analytics (PowerBI, Tableau, etc.)
- Bilingual (fluent in English and French) an asset but not required

**Perks of the job**:

- Competitive salary
- Personal electric scooter for use in the summer
- Metro pass for winter season
- Company laptop or WFH stipend
- Dog-friendly office
- Coffee & snacks
- Monthly team activities and events
- Flexible work model

Apollo Scooters is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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