About Veho
Veho's mission is to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers.
For too long, parcel delivery companies have focused solely on efficiencies and cost-management. Veho focuses on the end-customer. As the first technology company of its kind, Veho replaces the old delivery trucks with a platform of crowdsourced drivers and a network of hyper-local delivery stations. We partner with some of the most recognized consumer brands such as Warby Parker and Hello Fresh to provide an incredible experience with every delivery, and give customers control on how, when and where their package is delivered.
Customers LOVE us. Despite growing at a record-speed over the past two years, we maintain an incredibly high customer satisfaction rating of 4.9/5 stars, and an unprecedented on-time delivery rate of 99.9% - far above every other company in the country.
In short, we are building the logistics platform of the future.
Veho is backed by former top executives and board members at Uber, FedEx, UPS, eBay and Amazon, three former public company CEOs, early investors in Lyft and Instacart, as well as prominent venture capital firms General Catalyst, Tiger Global, and Softbank. We are a team of leaders who are passionate about building an incredible company that will change the face of this industry.
About The Role
The world-class live operations and support we provide to our community (end customers, driver-partners, clients, and warehouse teams), are at the heart of the Veho experience. This executive leadership role will lead a number of critical functions within Veho that directly impact our ability to deliver on our 99.9% on-time performance. You will achieve this through ensuring high-quality, emotionally intelligent, and hyper-efficient support, flawless execution, and continuous improvement in our internal operations, and building and motivating a team of leaders and frontline associates who empathize with problems that our community faces every day. This role requires a star leader who can understand Veho’s operations, adapt to our evolving business, and solve problems in a way that turns our community members into passionate evangelists.
You will be responsible for building and leading the Live Operations (Live Ops) strategy, including all frontline support for end customers, driver-partners, clients, and warehouse teams, all enabling functions that support the operations, marketplace integrity, and developing a loud voice of the community within the company that drives defect elimination prioritized by the largest community pain points.
Responsibilities Include
- Develop foundational tenets and a bold vision that drives passion, motivation, and purpose across the Live Ops organization.
- Create and maintain an operational and support philosophy that drives a relentless focus on defect elimination, provides helpful, intuitive, and smart self-help and automation services, and delivers an efficient and optimized human interaction with bar-raising quality, efficiency and cost.
- Determine the analytics and Key Performance Indicators (KPIs) used to evaluate Live Ops, and establish team goals and priorities.
- Own potential vendor procurement activities, due diligence, location selection, commercial terms and negotiation, incentive models, risk and compliance protocols, service delivery, and relationship management.
- Own the support tools and systems strategy, including training and knowledge management, workforce management, customer relationship management and contact routing, and quality assurance.
- Provide thought leadership, mentorship, and coaching to help develop and grow the next generation of leaders across Veho. Contribute to the growth, improvement, and innovation of Live Operations.
What You Bring
- Bachelor’s Degree in Business, Operations, or related field. A Master of Business Administration or graduate degree in a related field is a plus.
- 10+ years of business leadership experience, with progressively more senior leadership roles.
- Strong empathetic leadership skills, with demonstrated success in hiring, developing and promoting top talent, building a culture that prioritizes diversity, equity, and inclusion and having an unapologetic focus on employee health and wellness.
- 5+ years of experience in strategic planning and direct management of large-scale global contact center operations in a mixed internal/outsourced, virtual/physical, and hourly/salary environment.
- Strong analytical capabilities with a passion for leveraging data to help inform decisions.
- Extensive experience with a variety of support delivery models
- Comfortable working at a senior executive level and in a matrixed organization, with proven ability to influence and drive consensus across a complex stakeholder network.
- Exhibit excellent judgment and high standards for results.
- Deep strategic thinker, but can stay on top of tactical execution
- Passion for invention; expect and require innovation from the team(s).
- Strong experience directly managing operations with accountability for frontline teams and daily operational KPIs.
Location & Travel: Based anywhere in the United States. Minimal travel initially, increasing to 30% travel with both domestic and international components.
We feel passionate about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary as well as company stock options.
The starting salary for this role is $200,000. The actual salary is dependent upon many factors, such as: education, experience, and skills. The pay range is subject to the discretion of the Company.
#LI-Remote
Veho is a growth company that looks for team members to grow with it. Veho offers a generous ownership package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Veho employee shares one galvanizing mission: to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers. We are deeply value-driven (Ownership, Candor, Team Success, Human) and care tremendously about investing in people. We are committed to creating a diverse team and an environment that provides everyone with the opportunity to do the work of their lifetime. Veho is unable to provide sponsorship at this time. Applicants must be able to understand and effectively communicate orally and in writing with all parties regarding work matters, which are generally conducted in English. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
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