Operations Integrations Manager, Customer Experience Group WHILL

WHILL Inc. is a company focused on building a mobility platform for short-distance travel, aiming to provide innovative personal mobility solutions. They are seeking a Service Operations Integration Manager to support the adoption of their autonomous mobility service, acting as a liaison between WHILL and its partners to ensure successful integration and service utilization.

Responsibilities:

• Consult with and support clients in preparing, executing, and tracking the use of WHILL Autonomous Service. Develop a strong understanding of how clients operate their PRM assistance services and support the successful integration of WHILL into their daily operations. Provide training across different parts of the client organization. Work closely with the Business Development team to communicate effectively with current and prospective clients and set them up for success
• Improve and enhance service utilization through ongoing assessment of service performance. Develop a deep understanding of how services operate at each site through data tracking and client follow-up. Summarize and report performance in a clear and timely manner, both internally and externally as needed. Identify operational constraints and develop action plans to help clients improve service utilization
• Respond to and resolve challenges related to the service. Understand the operating environment and determine root causes of issues. Drive the identification and implementation of solutions for clients, both remotely and onsite. Maintain timely communication with clients. This role may also require some hardware and software maintenance, as well as service setup support
• Consolidate best practices and develop manuals as needed. As the business grows, ensure that internal and external SOPs and manuals are regularly updated, effective, and scalable. Establish and refine best practices for onboarding new clients

Requirements:

• 6+ years of work experience, ideally with operations background
• Bachelor's degree preferred
• Experience in aviation/airport and specifically in supervising wheelchair assistance operations at hub-airports is preferred
• Demonstrated ability to drive results in a fast-paced, dynamic environment
• Exceptional communication skills (written and verbal), and ability to work collaboratively
• Strong analytical and problem-solving skills
• Knowledge of any data analytics or visualization platforms (eg. Tableau, Power BI) is a plus
• Ability to lift 20 lbs. independently
• Ability to carry, push, and pull up to 20 pounds independently
• Ability to sit and/or stand for extended periods
• Ability to occasionally bend, kneel, crouch, or reach to perform routine or business-related tasks
• Active participation in virtual meetings is an essential function of this role
• Ability to communicate effectively in English, both verbally and in writing
• Ability to manage multiple tasks and shifting priorities with attention to detail and responsiveness
• Ability to work independently while also collaborating in a team environment
• Must be able to work in various environments, including office, remote, and field-based settings, depending on business needs
• Must have access to a reliable internet connection and maintain a professional, distraction-free remote work environment when working remotely
• Must be available during assigned projects/field-based work unless otherwise approved by management
• Must be able to travel by airplane both domestically or internationally without restrictions as needed
• Ability to operate a computer, phone, and standard office equipment for extended periods
• Proficiency or willingness to learn digital platforms for communication, documentation, and task management
• Regular, predictable attendance is required
• Timely responsiveness and presence during scheduled virtual meetings and operational check-ins are expected
• Occasional flexibility to assist with urgent department needs