Who we are: 

At SpotHero, we work as a team to empower people to get everywhere, easier! We’re rapidly growing with the mission of bringing the parking industry into the future through technology. Drivers across the nation use the SpotHero mobile app and website to reserve convenient, affordable parking in advance, on-the-go or through their connected cars, and parking companies rely on us to help them reach new customers while optimizing their business. We connect the dots with cutting-edge technology, delivering value to both sides of this exciting, evolving marketplace. We’ve been quite busy, take a peek at some of our recent announcements.

 

Field Operations Manager at SpotHero:

As a Field Operations Manager at SpotHero, you will be at the forefront of ensuring a world-class experience for both our valued customers and our operator partners. You will lead a dynamic team that serves as the critical first line of defense in resolving customer issues stemming from parking operator functions. This role demands a proactive, solutions-oriented leader who can seamlessly bridge the gap between our Customer Hero and Revenue departments, ultimately optimizing the on-site parking journey. Your primary goal will be to cultivate a frictionless experience that fosters customer loyalty and provides tangible value to our operator partners, encouraging their continued engagement with the SpotHero platform.

 

What You'll Do:

• Lead and Empower a High-Performing, Distributed Team: Recruit, train, mentor, and inspire a team of Field Operations Specialists to deliver exceptional support and issue resolution. Foster an inclusive, collaborative, and results-oriented team culture.
• Be the Voice of Resolution: Oversee the efficient and effective resolution of customer issues arising from operator-related processes, ensuring timely and satisfactory outcomes.
• Champion the Customer Experience: Deeply understand the customer journey on-site and identify key pain points related to operator performance. Drive initiatives to proactively mitigate these issues.
• Bridge Internal Collaboration: Act as a liaison between the Customer Hero and Revenue teams, ensuring seamless communication and alignment on strategies to optimize the on-site experience and drive customer retention and satisfaction.
• Drive Process Improvement: Analyze trends in customer issues to identify areas for improvement in processes, communication, and technology. Work with the team to implement data-driven solutions to enhance efficiency and prevent future issues.
• Optimize On-Site Experience: Collaborate with internal teams to develop and implement strategies that enhance the overall on-site parking experience, making it seamless and positive for SpotHero users.
• Measure and Report on Key Metrics: Track and analyze key performance indicators related to issue resolution and customer satisfaction. Provide regular reports and insights to leadership.
• Be a Problem-Solving Hero: Tackle complex and escalated issues with a resourceful and decisive approach, ensuring positive outcomes for both customers and operators.
• Stay Ahead of the Curve: Maintain a strong understanding of SpotHero's product, policies, and operational procedures, as well as competitive market information and industry best practices.

 

What You Bring:

• • Bachelor's degree or at least 5 years of relevant experience in an operations, customer service, or a related role, preferably within a technology-driven environment.  
  • At least 1 year of proven experience in leading and developing high-performing teams.  A plus for experience working with distributed teams.
  • Exceptional problem-solving and conflict resolution skills with a customer-centric approach.
  • Strong communication, interpersonal, and negotiation skills with the ability to build rapport with both internal and external stakeholders.
  • Excellent analytical skills with the ability to interpret data, identify trends, and drive data-informed decisions.
  • A proactive and results-oriented mindset with a passion for continuous improvement.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Experience working with CRM and support ticketing systems.
  • A driver's license and access to a vehicle
  • Familiarity with the parking industry is a plus.

 

Tools: G Suite (including My Maps), CRM (Salesforce preferred), BI Tool (Looker preferred)

 

Seeking candidates in: 

• Chicago, IL - 2x per week in office 
• Travel to client sites and conferences will be required on a quarterly basis.

 

What we are offering:

• Career game changer – A truly unique experience to work for a fast-growing startup in a role with unlimited growth potential.
• Excellent benefits - we cover a generous portion of Medical Premiums, 50% of Dental and Vision Premiums, company-sponsored Life Insurance, a 401 (k), and generous parental leave. 
• Flexible PTO policy and outstanding work/life balance – We value and support each individual team member.
• Udemy and Personal Learning Budget - We support the professional and personal growth of our people by providing everyone with learning resources and development opportunities. 
• Annual parking stipend – Duh. We help people park!
• The opportunity to collaborate with fun, innovative, and passionate people in a casual yet highly productive atmosphere.
• Our commitment to allyship has been a central driver of how we Respect Fellow Drivers. You’ll have the opportunity to be part of Employee Resource Groups, access allyship learning resources, and actively contribute to our ongoing effort of making SpotHero inclusive for all.
• A workplace recognized as CityLights award winner by 1871, 2025 Best Places To Work by BuiltIn, and recipients of the Best Company Culture, Best Company for Women, and Best Company for Diversity awards from Comparably! 

 

Compensation in Illinois:

• Depending on your skillset and experience, you can expect your base salary to be between $72,000 - $90,000 as well as a discretionary bonus and leading total rewards package including stock options.

 

At SpotHero, we Respect Fellow Drivers by providing an inclusive interview experience for everyone, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. Please let our team know of your need when you apply or as you begin interviewing with our team.

SpotHero is an equal opportunity employer. We know that a diverse workforce is the strongest workforce, and are committed to building and supporting an inclusive environment for all.

Additionally, because we want to Remember to Signal, if you choose to provide us personal information in connection with a job application, please review our Applicant Privacy Notice which provides details about what information we collect and process about you in order to consider your candidacy.

PLEASE NOTE: This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.