2022-01-26 Google Operations Center
Customer Experience Duty Manager
Australia, Remote

About Wing: 

Wing is reshaping the future of delivery. We are an on-demand drone delivery service that can deliver food, medicine or other items within minutes. We’ve also developed an unmanned traffic management platform to safely route drones through the sky. Our service is faster, safer and produces far less pollution than traditional delivery. Originally created in 2012 within X, the Moonshot Factory, Wing is now an Alphabet company.

About the Role: 

Wing is looking for an enthusiastic, experienced and motivated Customer Experience (CX) Duty Manager to join our business operations team, based in Canberra, Australia. The ideal candidate will support and motivate our Operations Team in providing world class service to our unique customers within Australia. 

What You’ll Do: 

  • Directly overseeing the day to day functions of the CX Team
  • Leading by example and inspiring the CX Team to deliver outstanding service in every single customer interaction
  • Providing top class escalation support for sensitive customer issues
  • Being responsible for overseeing the collation of the daily and weekly operations reporting
  • Ensuring all system bugs and customer care issues are documented promptly and accurately
  • Supporting the implementation of internal system updates, identifying gaps and bugs before production
  • Providing support to the Operations Team on broader reaching CX issues and process implementation, including the facilitation of successful change management
  • Identifying optimisation and improvement opportunities within the existing operations
  • Ongoing management of the CX Department SOPs; reporting any recommended or necessary changes accordingly
  • Assisting in the completion and execution of departmental projects and goals
  • Encouraging creativity from the team and support collaborative efforts in implementing them
  • When required, providing direct operational support with the CX Team’s case load and the fulfillment of orders

What You’ll Need: 

  • 3+ years of experience in a customer support leadership role
  • A hands-on approach to management, with the ability to lead thoughtfully and passionately by example
  • Previous experience building effective service catalog workflows
  • Exceptional communication skills
  • Strong attention to detail 
  • Strong analytical skills
  • Comfortable with changing priorities and handling multiple projects across regions
  • Strong multi-tasking, planning and time management skills
  • Confident conflict resolution skills
  • Strong decision making skills in a fast paced, high pressure environment 
  • Passionate about delighting customers and delivering an experience that wows!
  • A full valid driver’s license

Bonus: 

  • Bachelor Degree or similar tertiary qualification in Management, Business, Operations, Customer Service or similar would be highly regarded
  • Experience in a startup environment with a “roll-up your sleeves and make-things-happen” attitude
  • Experience engaging with stakeholders across multiple departments
  • A keen interest in technology and innovation
  • Possess a current First Aid certificate
At Wing, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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