Operations

VP, Operations

Full Time - Austin, TX

Favor is seeking an action oriented, decisive, and data driven VP of Operations who will be responsible for high-priority, strategic projects related to continuous improvement of Favor’s capacity, quality, and productivity processes. This role will report to our COO & President and lead multiple teams tasked with (1) balancing supply with demand (2) onboarding and supporting our runners and customers on the ground in our regions (3)  improving quality and service outcomes through exception management processes (4) improving runner productivity (5) maintaining trust & safety of the platform and (6) ensuring high-quality last-mile delivery for white-label delivery customers.

Responsibilities:

  • Lead S&OP, Marketplace Balance, Market Operations, Trust and Safety, and Quality Operations functions
  • Plan and drive cross-functional initiatives aimed at delivering best-in-industry service for runners, customers, and merchants
  • Develop and own a collaborative Marketing and Operations forecasting and planning process (S&OP) to effectively match supply and demand forecasting with mid to long term capacity 
  • Own the budget and strategy for runner pay, including base pay, dynamic pay, and earnings incentives
  • Own and optimize runner onboarding, education, and quality 
  • Partner with Support to deliver high-touch remediation to customers, runners, and merchants
  • Partner with Product to prioritize the implementation and rollout of features designed to improve capacity, quality, and productivity and to support product rollouts operationally, in the field
  • Create an inspiring and empowered work environment for team members to thrive by defining clear career paths and identifying individual growth opportunities
  • Partner with the Talent Acquisition and People teams to recruit, retain, and develop Operations team members

Skills & Qualifications:

  • Bachelor's degree in industrial engineering, operations research, business, or quantitative discipline; MBA/MS in related field preferred
  • Familiarity with Six Sigma and lean principles and methodologies
  • 10+ years in operations, 5+ years experience in a leadership position
  • Marketplace and/or gig economy experience preferred; support/call center experience a plus
  • Demonstrated track record of creating strategic relationships across the business while driving alignment on high-priority, high-visibility initiatives
  • Excellent leadership, communication, interpersonal, and customer service skills.
  • Strong strategic planning, organizational, and execution skills
At Favor, we believe that to Run Texas, we need to represent Texas. By putting Community First, we honor the diversity of our backgrounds and experiences through sharing our unique voices. Our community grows when we challenge ourselves to learn and see the world from another’s view. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer.   
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