Manager, Support Systems & Data

Manager, Support Systems & Data

About Veho

Veho is a technology-driven shipping company that enables personalized next-day package delivery, extending partner brand value. Veho brand partners have seen a 20% increase in customer repurchase, 40% increase in customer lifetime value, and 8% rise in net promoter score.  

Veho gives package recipients greater insight and control, letting them know when they will receive their package, when drivers are en route, and enables real-time rescheduling, address changes, and personal delivery instructions. Veho's technology matches demand for package delivery with a network of qualified crowdsourced driver partners, ensuring every package is delivered on time and correctly.

The concept for Veho started as a school project while co-founder Itamar Zur attended Harvard Business School. Zur constantly experienced issues receiving packages - from getting the dreaded “we missed you” note, to stolen packages. He set out to fix the problem so many customers and brands face.

Today, Veho’s robust technology platform provides customers and e-commerce brands with an unparalleled shipping experience, an industry record 99.9% average on-time performance for next-day delivery and an average 4.9-star customer rating. With teammates in 30 U.S. states, Veho locally warehouses and enables last mile deliveries in 15 U.S. cities and will be in 50 markets by the end of 2022.  

About the Role:

Veho is growing, and as a result, we’re looking to continue the growth of our Support Operations team - the team that impacts how we do what we do as a Support organization. Specifically, we’re looking for a leader to help us manage our internal tech stack and our data strategy. Managing a small, but mighty team of tool experts and a data analyst, this team would work hand in hand to operationalize our tool and data efficiencies.  

Tech Stack: The Support function currently houses 4 separate teams, and all of which have their unique needs in managing the relevant tools to help ensure that each sub-function, and overall function of Support, can function in the most efficient, optimum capacity. Owning our tech stack strategy will mean working closely with functional leaders to understand what tools are needed, and subsequently exploring, evaluating, testing, and implementing organization-wide. Included in the management of our tech stack strategy is designing and overseeing the relevant processes to handle tool request changes at scale, validating those requests, and working closely with other Support team members to execute changes and measure impacts. 

Data: Like any organization, the Support team in its entirety runs on data. This person will manage the strategy behind how we leverage our internal data across the entire function, as well as work closely with functional leaders in the organization to bring data to life to help tell compelling stories. Additionally, they’ll work closely with the Support Leadership to use data to help design our Voice of the Customer program to help provide insights to other business units.


What You'll Do:

    • Build and manage a team of tool administrators and a data analyst to help operationalize Support initiatives.
    • Build and standardize a process for requesting/accepting tool change requests.
    • Be the primary stakeholder by leading the charge in all exploration of new tools, including working with other stakeholders in making changes that impact tool functionality. 
    • Work closely with the CX Data Analyst to define our data strategy within Support inclusive of data mining, reporting, and cadences to help keep all informed.
    • Think and help design our data strategy including data mining, analyzing, creating stories to highlight what the data is informing, and disseminating to relevant functions both internal and external.
    • Being a resource to guide the CX Analyst where to focus as it concerns data collection and any data initiatives related to Support and/or its operations.
    • Work alongside the CX Analyst and Support leadership to help build a Voice of the Customer Program.

Required Qualifications:

    • 3+ years experience overseeing functional team tech stacks and their related strategy 
    • Experience project managing and working collaboratively with other business units
    • Top-tier analytical ability--Excel/Google Sheets, ability to write SQL queries, some python is a nice to have
    • Strong problem solving and synthesis ability.

Preferred Qualifications:

    • Post-graduate degree in Math, Statistics, Finance, Economics, or any other related field.
    • Strong administrative knowledge of Zendesk and Twilio Flex.
    • PMP certification

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