We are looking for a proactive, detail-oriented, and customer-focused Operations Executive to support and streamline our Monthly Parking vertical at Way.com. This role is critical in ensuring real-time escalation handling, vendor coordination, customer retention, and continuous improvement of our parking lot inventory through audits and optimizations.
Key Responsibilities:
🔹 Escalation Management
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Handle Monthly 911 Live Escalations via phone, email, and internal tools.
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Track all escalations and ensure timely resolution by collaborating with cross-functional teams.
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Coordinate with vendors and customer service to resolve escalations, disputes, and service interruptions.
🔹 Customer Retention & Communication
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Execute Abandoned Cart through personalized email, SMS, and call campaigns with regular follow-ups.
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Conduct churned customer outreach calls to understand feedback and win back users.
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Collect data on customer persona for monthly parking vertical.
🔹 Parking Lot Operations & Quality Control
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Perform regular Lot Audits: pricing accuracy, instructional clarity, and bookability.
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Review and initiate Lot Moves and Blackouts based on availability or vendor instructions.
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Monitor and report bugs or booking failures that impact lot visibility or revenue.
🔹 Vendor Relations & Coordination
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Manage the Monthly City Parking Vendor form fill process for active customers.
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Follow up with vendors on open escalations, blackout requests, and deactivation submissions.
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Handle vendor queries and ensure their concerns are acknowledged and addressed promptly.
🔹 Dispute Handling
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Investigate and resolve dispute cases related to parking access, Damage, or service delivery issues.
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Collaborate with internal teams to process refunds or adjustments where needed.
🔹 Content & SEO Support
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Draft monthly reviews for parking lots with accurate descriptions and Points of Interest (POIs) to support SEO and improve customer conversion.