Manager, Workforce Experience

Remote, USA /
Market Operations /
Full-time
/ Remote
Bellhop is one of the fastest-growing companies in the $30B moving market and is on a crusade to transform the industry into a space that's more trustworthy, reliable, and fun. We do this by combining our first-to-industry tech-enabled logistics management platform with an outstanding crew of movers and drivers to deliver a more enjoyable experience. We have a heart for delivering outstanding customer service in a space that's known for letting you down - and we do that one high five move at a time.  

...This is where you come in... 

We are looking for a detail-oriented and collaborative Manager of Workforce Experience to join our Market Operations team. Our Moving Pros (workforce) are the cornerstone of our business. They are the ones delivering the customer experience within each of our markets on a daily basis. As a rapidly growing business, we are always introducing new Pros to our platform. 

In this role, you’ll engage and communicate with our workforce as they progress through the role progressions from being an applicant on our platform all the way to our Elite ranked Pros leading countless 5-star customer experiences. It’s critical that we set our Pros up for success and have a close pulse on their effectiveness and overall sentiment.  

An ideal candidate is an experienced leader with significant contributions in cross-collaborative project management, excellent written and verbal communication, and has a willingness to understand the ins-and-outs of moving.

What you will own:

    • Ensure every Pro on our platform knows what they are doing - Moving is hard work, but it also requires skill and knowledge.  Develop the processes and programming that will help our Pros deliver the professional service that customers crave and deserve.
    • Develop Pro experience - It will be your job to thoughtfully own and define what makes our platform best-in-class. You can look forward to defining Pro milestones, celebrating achievements, and creatively engaging the workforce in ways that align with Bellhop’s core values. 
    • Communicate with the workforce - ‘We got you’ is a tagline that means a lot to us here at Bellhop. It’s your responsibility to ensure our Pros feel welcomed, supported, and heard. You are responsible for deciding how we talk to Pros and what methods we should use. Partner with the Market Operations team to bring those one-off communications and larger campaigns to life.
    • Develop a survey strategy - You have a pulse on Pro sentiment and you’ve identified what’s going well and what needs improvement. From questions to cadence, you proudly own feedback and naturally have a bias towards action. 
    • Own vendor management - You enjoy collaborating with external vendors when it comes to Pro Swag. You own regular meetings and communicate details to internal stakeholders accordingly.

A candidate we're excited about:

    • Strong communicator - You can communicate clearly and concisely, through both written and verbal channels. You can adapt your communication towards diverse audiences ranging from our workforce to internal leadership. 
    • Project and stakeholder management capability - The processes you design and the resulting decisions have a company-wide impact and will require a broad buy-in.  You’re adept at driving teams towards consensus, working with others, and accomplishing things through influence.
    • Self-driven and highly adaptable - Bellhop is still at a very early stage, and we’re still honing our model.  You’re both in the driver’s seat as well as happily along for the ride - ready and willing to re-rack priorities as we learn more about our business.
    • Data-driven - You have an ability to leverage data and work a spreadsheet in order to gain useful insights, iterate, and optimize to Pro experience in an informed way. 
    • You have a bachelor’s degree and 4+ years of relevant experience; people management experience is preferred but not required.
OUR VALUES:
 
While each member of our team has a specific, clearly defined role, we’re all connected by a strong set of values that’s been developed to build long-term relationships, foster advancement, and guide the decisions we make. We want each individual at our company to grow as we grow. And so we invest in their professional development and support them as they learn new skills and take on bigger challenges.
 
To bring out the best in our people, each day we encourage and celebrate:
 
Innovator’s Mind. We're driven to identify opportunities and create solutions to better serve our customers. We learn from mistakes quickly.
Servant’s Heart. We're devoted to caring for others by putting them first and treating them as we'd like to be treated. We approach life with optimism, energy, and lightheartedness. We always give more than we take.
Winning Drive. We're committed to getting things done the right way even if it's the hard way. We relentlessly raise the bar in our efforts.
 
WHY WORK AT BELLHOP?
 
Because every day you will be able to see the positive impact you have on people’s lives. Moving is considered one of the most stressful experiences people go through, and we have found a way to make it easier and more comfortable.

Because you will collaborate with exceptionally talented people. Our tech-enabled approach means you will work with teams of top-shelf engineers, product managers, operations strategists, customer-care specialists, and growth experts. You will also be joining us at a time when you’ll have a huge opportunity to chart the course for our continued growth.

Because our culture sets us apart. We have ambitious goals and make sure everyone feels encouraged to own their portion of the business, experiment with new ideas, and take the proper actions to achieve success.

Because we take good care of each other. We provide competitive compensation packages that include a significant equity incentive as well as health coverage and accommodations to achieve a sustainable work-life balance.

Benefits to Enjoy Include:
401(k) matching
Dental, Medical, & Vision insurance
Disability insurance
Employee assistance program
Employee discount
Flexible schedule
Flexible spending account
Health insurance
Health savings account
Life insurance
Unlimited Paid time off
Parental leave
Professional development assistance
Referral program
Relocation assistance
 
Bellhop believes if we want to build a company that works for everyone—we must include everyone, which is why we're proud to be an equal opportunity employer that complies with all applicable federal, state, and local fair employment practices laws. Bellhop strictly prohibits and does not tolerate harassment or discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender, gender identity, age, physical or mental disability, citizenship, sexual orientation, past, current or prospective service in the uniformed services.