Technical Operations Manager (Dallas, TX)

| Dallas-Fort Worth, TX
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Our Vision
FLYR Labs is focused on the relentless application of advanced and intuitive technologies that help transportation leaders unlock their ultimate potential. 

Starting with airlines, we provide the Cirrus Revenue Operating System™ that reshapes how travel and transportations businesses plan their commercial operation. We displace legacy data, forecasting, pricing, and reporting solutions with a single enterprise SaaS platform that leverages the latest advancements in deep learning, cloud computing, and user experience.

Our hyper-accurate contextual forecasts enable the most effective scheduling, marketing, and leadership decisions while directly managing the pricing for billions of dollars worth of product and revenue.

The Customer Operations Manager will lead a team composed of a Data Scientist, Data Analysts and a Data Engineering in leading customer operations functions for existing clients. The Manager will lead the team through activities including new feature training for clients, troubleshoot customer help desk tickets, collate product feedback, train customer models with new product features, monitor ongoing model performance, fix client-specific data mapping bugs, implement client data migrations and adjust data feeds based on schema changes. This is a customer facing role that will help FLYR maintain positive engagement with our customers and ensure peak product performance for our airline partners.

What will your destination look like at FLYR? (Responsbilities)

  • Hire, supervise and lead teams of data scientists, data engineers, and data analysts to complete complex customer data ingest and ETL, data validation, and ML model training projects in order to ensure our product is working effectively for our customers. 
  • Directly engage with our airline customers’ executives, subject matter experts and business leads.
  • Manage the day-to-day relationships with our airline customers after product acceptance to understand their data, systems, business processes with an eye towards continuous improvement. 
  • Manage both technical and relationship escalations from product acceptance phase, ensuring appropriate client communications and internal FLYR stakeholder involvement
  • Establish and enforce a process for Level two responses and resolutions that require customer-specific knowledge to troubleshoot.
  • Lead your team to collect, process, and clean data from customer data sources using SQL and Python.
  • Ensure ETL, data validation and data mapping results in trained ML models and accurate reporting. Your team will perform ad hoc analysis, insight requests and data extractions to resolve issues impacting business operations.
  • Define and roll out processes to standardize post-launch process management, incident management and resolution, model training, and performance evaluation and other work done by data scientists and analysts. 
  • Work with Product and Engineering leadership to define product capabilities to improve customer long term engagement based on close observation of customer product usage. 
  • You will balance technical and managerial tasks, including 1+1's, technical mentorship, and recruitment participation. You will provide mentorship and training to your reports, and promote success in their career path at FLYR.

What should you pack for this trip? (Requirements)

  • Qualified academic background preferably in analytics, statistics, mathematics, CS or related field 
  • Strong past experience working in business intelligence, analytics, data engineering, or a similar role
  • Extensive hands-on experience in business performance reporting, data analysis and data insights
  • Prior experience in managing data-driven teams 
  • Significant experience managing technical and analyst staff
  • Experience leading analyst teams providing data analysis for business operations stakeholders. 
  • Past experience hiring ETL engineers, data scientists, and data analysts
  • Experience managing client-facing projects is a plus
  • Strong project management. Ability to clearly communicate status, blockers, risks and dependencies to FLYR and customer stakeholders
  • Knowledge of SQL and confident in wrangling all types of data in SQL
  • Experience in BigQuery a plus.. Experienced in business process definition to map out repeatable processes
  • Experienced in resource planning and staffing plans
  • Can identify impediments to customer onboarding and propose improvements to processes
  • Experience partnering with product, data science, and engineering team to develop tools
  • Experience in Revenue Management/Inventory/Pricing preferred

In-flight Amenities: (Perks & Benefits)

  • Equity in Series C startup with high growth potential
  • Comprehensive healthcare plans (Choice of PPO & HMO available)
  • Generous PTO policy and flexible working arrangements
  • 401K with company match
  • Free Breakfast/Lunch (in office)
  • Uber Eats - $30/Monthly (Hybrid Employees)
  • 100% Paid Parental Leave for 12 Weeks
  • $300 Home office set-up stipend (one time)
  • Dog Friendly Offices

Our Commitment to Equality
At FLYR, we are proud to be an equal opportunity workplace and embrace a commitment to have our teams better reflect the world around us as we scale the business.

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Creating a World-Class Customer Experience
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An Insider's view of FLYR Labs

What’s the vibe like in the office?

We just announced our Return to Work hybrid work plan. Our crew is excited and motivated to come back into the office twice a week to connect and collaborate with their immediate and extended teams, in addition to celebrations and socializing. The vibe in the office is humming and busy. It's great to see smiling faces in our workspace!

Betsy Campbell Barth

VP of People, Workplace, and Talent

What's the biggest problem your team is solving?

Realizing our goal of building The Revenue Operating System® is a complex, long-term endeavor, and tough to do alone. There are many top-notch teams around the world that align well with our dream of disrupting the status quo for airlines and adjoining industries, so we’re constantly on the hunt for those who will truly thrive in the FLYR family.

Andrew Jing

Vice President, M&A and Investment Research

What makes someone successful on your team?

Answer here

Poland Engineer

Engineer

What is your vision for the company?

Creativity rises to the surface by means of a blank canvas and an environment that challenges us to do things differently. Whether for a singular task, or when solving for a bigger problem, our management teams must enable, provide transparency, and give lots of ownership to our teams.

Alex Mans

Founder and CEO

What's the biggest problem your team is solving?

The company is mindful and supportive of people taking time for themselve. As long as we get our work done, we have a lot of flexibility in how we manage our time day to day. Leadership is respectful of our time, even when we're in different time zones, and we are always encouraged to unplug on our weekends or after hours.

James Sheppard

Human Resources Generalist

What are FLYR Labs Perks + Benefits

FLYR Labs Benefits Overview

FLYR offers a generous PTO and benefits package, including medical/dental/vision insurance and maternity/paternity leave. Crew members have the option to work in person or remote, with flexible schedules available. We also offer virtual mental health services, new hire referral programs, a home office/technology stipend for new hires, and credit toward free meals each week.

Culture
Daily sync
Open door policy
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Ginger App
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
FLYR offers up to 60 days of paid leave for both mothers and fathers before employees need to tap into their paid-time off accrual.
Flexible Work Schedule
With crew members all over the world, flexibility is the name of the game. FLYR is confident in our ability to hire great crew members who are able to work well on their own terms.
Remote Work Program
FLYR has offices in San Francisco, Santa Monica, Dallas, Krakow, and Amsterdam, allowing crew members to come into the office closest to them or to work remotely from home when convenient.
Vacation & Time Off Benefits
Generous PTO
FLYR's vacation policy includes three weeks of paid time off for all employees.
Paid Holidays
Paid Sick Days
FLYR's PTO policy allows you to take your time off whenever and however you need it.
Perks & Discounts
Casual Dress
FLYR's casual dress code means you're comfortable to do your best work.
Stocked Kitchen
FLYR supplies each office with soft drinks, water, coffee, and tea, as well as snacks of all kinds.
Some Meals Provided
FLYR offers US-based employees a $20 UberEats voucher each week to use at their discretion. In addition, when coming to the office, expect to have food delivered for lunch.
Parking
FLYR has on-site parking at each office location.
Pet Friendly
FLYR's offices are pet-friendly -- we even have a Slack channel dedicated to our furry crew members. We also offer pet insurance to help keep our fluffy roommates healthy.
Home Office Stipend for Remote Employees
FLYR offers each new hire a one-time, $300 work-from-home stipend to help offset the cost of any home office purchases.
Professional Development Benefits
Job Training & Conferences
FLYR offers a wide range or internal training and is excited to help employees access external training on a case-by-case basis.
Cross functional training encouraged
Promote from within

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