Job Details

Position Summary

As the Concierge Shift Supervisor on the Rider Operations team, you will be responsible for the daily execution, coordination, and oversight of Concierge program operations. Responsibilities include ensuring service readiness at Concierge locations, reviewing and enhancing processes, coordinating contractor training completion, escalating critical events to stakeholders, providing contractor feedback, collaborating cross-functionally with internal teams, identifying operational improvement opportunities, responding to anomalies, supporting field operations, interfacing with first responders, and ensuring compliance with established workflows and procedures.

Responsibilities

• Supervise Concierge operations to ensure service standards are met and deliver the highest levels of customer experience and safety.
• Monitor and troubleshoot issues that cause delays in vehicle or rider response and mitigate impacts to public perception.
• Execute new-hire onboarding, training, and communication initiatives for Concierge team members under the direction of management.
• Serve as the primary point of contact for Concierge operations during assigned shifts.
• Complete administrative tasks related to team coordination and schedule validation.
• Ensure Concierge locations are operationally ready and on time for daily missions, addressing any issues that may impact readiness.
• Support inventory readiness of spare parts and contingency materials.
• Conduct training drills and proficiency assessments to maintain high team performance standards.
• Assist with analysis, documentation, and reporting of Concierge operational data.
• Operate non-CDL vehicles on public roads and within parking or staging areas as needed.
• Provide in-field coverage when operational gaps arise.
• Coordinate with operational command centers and internal stakeholders during shift operations.
• Complete and review documentation related to operational activities, incidents, and other required reporting.
• Provide feedback to improve processes, procedures, and team performance.
• Ensure compliance with all health, safety, and operational policies both in-field and at operational sites.
• Participate in meetings and operational reviews as required.
• Travel between multiple Concierge locations within an assigned service area on a daily basis.

Qualifications

• 3+ years of supervisory or team leadership experience.
• 3+ years of customer service experience.
• Proven ability to quickly learn technical concepts and utilize new technologies.
• Demonstrated success working in fast-paced, high-pressure, and ambiguous environments.
• Professional demeanor with the ability to remain calm during stressful situations.
• Strong radio communication skills.
• Proficiency using mobile applications, laptops, and other technology tools.
• Strong multitasking and organizational abilities.
• Collaborative team player with the ability to work effectively across functions.
• Excellent written and verbal communication skills.
• Availability to work evenings, nights, weekends, and shifts that may extend until 2:00 AM.
• Ability to comply with all applicable drug and alcohol testing requirements.
• Clean driving record with no major violations.

Preferred Qualifications

• Experience working in fast-paced, high-risk, or operationally complex environments.
• Experience managing cross-functional teams and workflows.
• Operations management experience in high-volume retail, hospitality, transportation, logistics, or quick-service restaurant environments.
• Proficiency with Microsoft Office and/or Google Workspace, particularly Excel or Google Sheets.

To learn more about the workplace culture and the position, please apply!