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, Continuous Improvement 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
Life at Favor
Where you’ll work: This is a hybrid role, meaning you’ll work from home roughly three days per week and collaborate with other team members in person at our HQ in Austin, Texas for the remaining work days. No matter where you work best, we foster an inclusive and flexible environment to support our workforce.
Benefits: We offer premium health, vision, dental, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts!
Paid time off (PTO): We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.
Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.
Community: Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), quarterly company-wide events, weekly happy hours, and regular connection opportunities.
Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer.
In addition, as a candidate, if you require any accommodations throughout the recruitment process, simply let your recruiter know! Our talent acquisition team will work with you directly to ensure a smooth and delightful process.
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