Valet Operations Lead

2 weeks ago

Rockville, Maryland, United States Roda Full time

Company Overview:

Imagine a world where getting your car serviced was as easy as ordering your groceries. Welcome to Roda, where we are passionate about creating a magical customer experience, saving you time and money. Long gone are the days of waiting in service centers or taking shuttle buses to the metro. We come to you whether you are at home or in the office - giving you one less thing to worry about.

We are a small start-up team located in the greater DMV area. We are looking to hire a Valet Operations Lead to manage day-to-day logistics operations at Roda. The ideal candidate will have a "start-up" mentality, thrive in a fast-paced environment, have demonstrated dispatch, customer service, and or management experience, and get exhilarated when sharing great ideas.

The Role

We are looking for someone to build and manage our transportation logistics operation. Transporting consumer vehicles from home or office to our service centers and then back to the customer is the heart of our business. Roda's success depends on delivering a delightful customer experience at scale, efficiently. 

Responsibilities

Operation Oversight and Optimization

  • Ensure a delightful client valet experience, exceeding performance expectations and adhering to service level agreements
  • Direct and monitor daily assignments; schedules drivers and assigns vehicles to ensure daily coverage of all valet needs.
  • Monitor real-time operations, identifying and resolving issues promptly to maintain excellent service quality.
  • Monitor KPIs to measure quality and efficiency of logistics operation
  • Identify opportunities to improve quality and reduce cost.
  • Coordinate vehicle service and mechanical repairs of shuttles to ensure uninterrupted service delivery.

Team Management

  • Supervise and support a team of valet drivers, including recruitment, training, performance management, and coaching to ensure efficient daily operations.
  • Ensure adherence to company policies, and safety regulations.
  • Ensure appropriate staffing levels to effectively meet demand

Client communication

  • Provide great customer service by proactively communicating with clients, responding to requests and resolving any service concerns.

Experience

  • 2+ years' experience in logistics, quality and vendor management, transportation or last mile delivery
  • History of delivering delightful customer experiences
  • History of managing delivery or driver networks
  • Strong quantitative and analytical skills, with the ability to perform data analysis to craft tactical operational recommendations
  • Own transportation network planning and execution supporting growth and expansion strategy
  • Expertise in cost reduction and eliminating the root causes of defects.
  • Strong organizational and time-management skills.
  • Ability to work in a fast-paced environment, make quick decisions, and adapt to service changes.
  • Excellent communication and leadership skills.
  • Ability to work flexible hours, including early mornings, evenings, weekends, or holidays, as required.

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