SWAT Mobility – Solution Service & Customer Success Executive (Operations)

As part of our expansion plans, we are looking for a Solution Service & Customer Success Executive(Operations). Being a key player of a dynamic team, you play an important role in maintaining qualityproject health status across active regions, building on the rapport, enhancing relationships with bothcustomers and operators as well as creating or enhancing current processes in an effort to ensure highquality post deployment services across our existing projects.This position is part of a newly formed team seeking to bring value to our existing customers. Scope andresponsibilities will evolve. The ideal candidate can expect to grow and assume larger responsibilities aswe learn more about our customers.

Responsibilities

• Provides leadership in maintaining healthy projects status from key performance indicators,across all regions.
• Responsible for delivering excellent customer experience to clients as the main point of contactand go-to person for SWAT Mobility
• Data analytics and constantly looking for ways to improve Business As Usual (BAU) projects forcustomers
• Collaborate with the internal multidisciplinary global team based globally to oversee and supervise the planning and successful delivery of enhancements / changes.
• Capable of managing day-to-day operational aspects of the project including bus & logisticsoperations management
• Liaise with relevant stakeholders to provision corrective activities when project health is poor.
• Ensure SWAT Transportation services run smoothly and achieve the required KPIs, includingclosely tracking driver, vendor and transport operations
• Manage key stakeholder relationships with clients, participating companies, bus operators andother partners
• Manage operational finance and payments
• Passenger & customer service and support.
• Replying and analyzing passenger feedbacks
• Project related operations, training and testing related tasks as required
• Other ad-hoc duties as assigned on a day to day basis

Qualifications

• 1-2 years of customer facing experience for candidates with a Bachelor’s degree from arecognized university.
• 3-5 years of customer facing experience for candidates with a Polytechnic Diploma from arecognized institution.
• Fresh graduates are welcome to apply!
• Good communication skills, and strong stakeholder management abilities.
• Confident to liaisewith senior customer stakeholders right down to giving training to end users who might not betech-saavy
• Proficient in both English and a second language is preferred
• Proficiency or able to learn related software tools quickly (JIRA, Notion, Google Gsuite etc)
• Some experience of operations in the tech industry would be an advantage
• Some basic knowledge in SQL and intermediate knowledge on Microsoft Excel would be anadvantage
• We are a startup with a lean team. While we encourage work life balance as a company, you maybe expected to commit longer hours during times of need. However remember the team is always ready to support you

Other Information

Desired Skills:

• Good time and resource management - We are managing more than 20 projects as a teamacross 7 regions, 24/7. You need to be able to plan your activities and prioritise your timeeffectively
• Strong communication skills - confident to speak with senior internal and external stakeholders,clients, operators and passengers
• Independent – able to function independently in our new team
• Team player & effective communicator - Our team is lean. We need to work together closely, ableto pick up the slack to ensure the smooth running of operations to get the job done.
• Fast learner and technologically savvy - We are one of the few pioneers in Singapore in thedemand response transport field. Being able to pick up new tools and tech-concepts quickly is aplus
• Cool-headed, patient - Many things can happen in the day. You need able to maintain thehighest level professionalism during times of crisis and resolve issues calmly and objectively,even when under pressure Responsible and persistent - We are a team of problem solvers.
• Operating at a high level ofautonomy, you will be responsible for the outcome of your tasks. Little guidance is expected.However, when needed, the team is always behind you. All hands on deck!
• Passionate about customer success - Our customers are the lifeblood of our business!
• Passionate about learning and picking up new skills - Our company is evolving. The team needsto grow and adapt to these changes fast.
• Good critical thinking skills - Able to form a good judgement based on current facts. Able todecide when escalations are required, but also decisive to solve most issues independently
• Good analytical skills, high attention to detail - Show appreciation for understanding ourprocesses. We have a wealth of data available for you. Analysing these data will provide us withdeep insights to our projects and enable us to reach optimal business decisions.