Customer Operations Manager Jobs

Description

At Zoomo, our vision is to transition every urban mile to Light Electric Vehicles (LEVs). Zoomo offers the world’s leading platform for commercial use e-bikes. We operate across the USA, UK, Europe, Canada and Australia. In 4 years Zoomo has helped transition millions of urban miles to light electric vehicles, built a team of >300 world class engineers, operators, sales staff and vehicle repair technicians; developed and deployed the world's best last mile delivery electric bikes and fleet management software; and successfully sold these fleet solutions into the world's leading logistics businesses.

Zoomo vehicles are used by major players in the food, grocery and parcel delivery segments with partners including UberEats, Doordash, JustEat Takeaway, Deliveroo, Domino’s, Pizza Hut, Amazon, FedEx, Getir, Ocado, GoPuff and many more.

Expect to join a high-performing team where you are trusted to make a direct impact on our business, our customers and our planet.

The Role

As a Customer Operations Manager at Zoomo, you will be responsible for all operations of our Toronto business. You will manage and develop your store team, own local financial performance, and shape and implement company policies and procedures. You will act as the point of contact for the Canadian market and ensure the highest level of customer service for our riders. This is primarily an in-person role at our Zoomo store in downtown Toronto.

Key Responsibilities

• Develop and empower a store team of Technicians and Rider Advisors, including through active feedback and coaching
• Own core KPIs for store financial performance, operational efficiency, and customer experience
• Raise the global Zoomo standard for in-person customer experience
• Work with the global operations team to develop and implement innovative retail processes and practices that improve operations and profitability
• Maintain compliance with store policies and procedures, including H&S standards and data integrity.
• Collaborate with regional strategy, marketing, and partnerships teams to grow Canada into a global leader for Zoomo.

Requirements

Strong candidates will have the following qualifications:

• Exceptionally clear and concise written and verbal communicator
• Willing to try new strategies while keeping the focus on achieving results
• Thrive in rapidly changing, fast-paced, and ambiguous conditions
• Flexibility to work on weekends and public holidays
• Ownership mentality. No job is too big or too small
• Excited by a growth environment
• Passion for coaching and leading a team
• Proactive approach to getting things done and solving problems
• Comfort with multi-tasking under pressure
• 5+ years of experience in retail/operations management
• Track record of achieving sales targets and financial KPIs

If you're an enthusiastic leader and operator who is passionate about providing the best customer service experience and building a high-performing team, we want to hear from you. Join our team and be a part of the Zoomo legacy!

Benefits

We offer you the chance to be part of a team at the cutting edge of the world’s electrification journey, including:

• Global and country-specific benefits packages
• A competitive salary
• Working with a switched on team that strives to make the streets greener and serve the rider
• Monthly team outings & events
• Get to know our product by using one of our e-bikes
• Mental wellbeing support
• Annual learning and development allowance

Zoomers currently represent 45 nationalities and we celebrate diversity and inclusion with equal opportunities for all.