Operations Specialist II

$72,200 - $108,300/Yr

Honda - Torrance, CA

Full-time - Mid Level

Hybrid - Torrance, CA

Transportation Equipment Manufacturing

About the position

As an Operations Specialist II at Honda, you will be part of the New Business Venture team, focusing on support ticket management. Your role involves creating process improvements based on ticket trends and customer feedback, making escalation decisions, and conducting trend analysis. You will collaborate with various departments to ensure that support trends are effectively communicated, aligning the product with user needs. The ideal candidate will have a background in call center support, experience in analyzing support requests, and strong communication skills, all while thriving in a fast-paced environment.

Responsibilities

• Reviewing and responding to all support tickets and Expert applications, building out workflows, response SLAs, ticket tags, and macros for efficiency.
• Analyzing support ticket trends, creating reports based on findings, and developing a read-out cadence to inform teams of user trends and issues.
• Creating and adhering to response time SLAs, and building out the support ticket handling portion of the Ops playbook.
• Ensuring timely meetings of operational targets and delivering high-quality service to customers.
• Collaborating with departments such as marketing, product, and tech to support overall growth strategy.

Requirements

• 4+ years of relevant work experience
• Experience working within a digital/app marketplace
• Experience with independent contractor/1099 workforce
• 2+ years in a lead role of a customer support team
• Strong knowledge of CRM software such as HubSpot, Salesforce, etc.
• Bachelor's degree in Business, Operations or equivalent work experience

Nice-to-haves

• Team player with strong analytics and time management skills
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Self-confident, motivated, and willing to learn in a fast-paced entrepreneurial environment
• Strong knowledge of MS Office suite and CRM systems such as Salesforce or HubSpot

Benefits

• Competitive Base Salary: $72,200 - $108,300
• Annual Bonus
• Overtime
• Industry leading Benefit Plans (Medical, Dental, Vision, Rx)
• Paid time off, including vacation, paid holidays, sick time, personal days
• 401K Plan with company match + additional contribution
• Lifestyle Bonus
• Relocation assistance
• Advancement opportunities
• Career mobility
• Education reimbursement for continued learning
• Training and Development programs
• Wellbeing program
• Community service and engagement programs
• Product programs
• Free drinks onsite