Platform Operations Lead
Ferrovial
- # Platform Operations LeadApplylocations: Austin, TXtime type: Full timeposted on: Posted Todaytime left to apply: End Date: November 8, 2026 (30+ days left to apply)job requisition id: JR18585# **Join Ferrovial: Where Innovation Meets Opportunity**Are you ready to elevate your career with a global leader in infrastructure solving complex problems and generating a positive outcome on people’s lives? At **Ferrovial**, we are not just a company; we are a community of innovators and trailblazers. Listed on three major stock markets: Nasdaq (US), Euronext Amsterdam (Netherlands) and IBEX 35 (Spain), we are also member of the Dow Jones Sustainability Index and FTSE4Good. We operate in more than 15 countries and have a workforce of over 24,000 professionals worldwide.Ferrovial’s activity is carried out through our business units, including Highways, Airports, Construction, and Energy.**Why Ferrovial?*** **Global presence, local impact**: Be part of a company that is shaping the future of infrastructure worldwide, with challenging roles and projects that make a real difference.* **Collaborative excellence**: Work alongside talented professionals in a collaborative environment where your ideas and contributions are valued.* **Inclusive Culture:**Thrive in an innovative and respectful workplace that values every voice, celebrates what makes us unique and turns differences into innovation.* **Career growth**: Benefit from global and cross-business unit mobility, with development processes designed to ensure your professional growth.* **Compelling benefits and employee wellbeing**: Enjoy a comprehensive benefits package that rewards your hard work and dedication and take advantage of initiatives designed to support your physical and psychological health.* **Productivity tools**: Utilize cutting-edge tools like Microsoft Copilot to enhance your productivity and efficiency.# **Job Description:****Position Summary**We are seeking a highly organized, curious, and customer-focused **Platform Operations Lead** to oversee the day-to-day operations of a growing tolling rewards platform that includes a customer website and iOS/Android app.This role is responsible for ensuring the rewards platform operates efficiently by monitoring customer feedback, evaluating operational KPIs, coordinating cross-functional communication, supporting customer acquisition and engagement activities, and tracking platform enhancements and defects. The ideal candidate thrives in a fast-paced environment, enjoys solving problems, and has the ability to work across multiple functions including operations, customer support, product management, technology, and marketing.This is not a software development role and not a marketing specialist role. Instead, this position serves as a key operational professional who helps ensure all aspects of the platform are performing effectively while continuously identifying opportunities to improve the customer experience.**Key Responsibilities****Platform Operations*** Monitor the day-to-day performance of the tolling rewards platform, including:* Customer-facing website* iOS & Android mobile application* Track platform health, customer experience, and operational performance.* Identify trends, recurring issues, and opportunities for product improvements.* Coordinate with internal teams and external vendors regarding platform enhancements and issue resolution.* Prepare weekly and monthly status reports on platform performance and operational metrics.**Customer Support Oversight*** Monitor Zendesk support desk performance and customer service trends.* Review daily, weekly, and monthly customer support KPI’s.* Analyze support ticket data to identify root causes, recurring customer concerns, and improvement opportunities.* Develop recommendations to improve customer experience, operational efficiency, and issue resolution times.* Act as a liaison between customer support and product teams to ensure customer feedback drives platform improvements.**Marketing Operations Support*** Monitor customer acquisition and retention activities established by the VP of Marketing.* Manage and oversee operational use of the Iterable platform for the rewards platform.* Support execution and monitoring of:* Customer acquisition campaigns* Customer onboarding communications* Product update communications* Customer engagement campaigns* Analyze campaign performance and provide reporting on key metrics and trends.* Ensure customer communications are accurate, timely, and aligned with rewards platform objectives.**Product Improvement & Issue Management*** Track and classify customer-reported issues.* Prioritize and communicate enhancements and defect trends to product management.* Assist in documenting business requirements for system improvements.* Recommend process improvements and product enhancements based on customer feedback and platform analytics.* Help ensure product updates are effectively tested, communicated, and tracked.**Reporting & Cross-Functional Coordination*** Coordinate activities across customer support, marketing, technology, operations, and executive leadership.* Present findings and recommendations to leadership.* Support special projects and strategic initiatives as needed.* Ensure stakeholders have visibility into platform performance and customer experience trends.**Required Qualifications*** Bachelor's degree in Business, Operations, Marketing, Communications, Technology, or a related field, or equivalent professional experience.* 5+ years of experience in one of the following:* Project Management* Product Operations* Program Management* Business Operations* Customer Experience Operations* Experience coordinating projects across multiple departments.* Experience analyzing operational metrics and KPI data.* Strong written and verbal communication skills.* Ability to manage multiple priorities simultaneously.* Strong organizational and problem-solving abilities.* Proficiency with Microsoft Office applications, including Excel and PowerPoint.**Preferred Qualifications*** Experience supporting customer-facing digital platforms.* Experience with customer support systems and ticketing platforms.* Experience using or administering marketing automation platforms such as Iterable.* Experience working with mobile applications and web-based products.* Familiarity with product management methodologies and continuous improvement practices.* Experience developing reports, dashboards, and executive-level presentations.**Desired Personal Characteristics**The successful candidate will be:* Naturally curious and eager to learn.* Creative in identifying solutions and improvement opportunities.* Comfortable working across multiple business functions.* Customer-focused and data-driven.* Highly organized and detail oriented.* A strong communicator who can effectively engage technical and non-technical audiences.* Self-motivated and able to work independently.* Adaptable in a fast-changing environment.**What Success Looks Like**In this role, success will be measured by:* Improved customer support KPI’s and customer satisfaction trends.* Effective tracking and resolution of platform issues.* Clear and actionable operational reporting.* Successful execution and monitoring of customer communication campaigns.* Increased visibility into platform performance and customer experience.* Strong collaboration across operations, support, marketing, product and technology teams.* Continuous identification and implementation of platform improvements.**Seize the challenge. Move the world together!** Innovative, creative, respectful, and diverse are some of the ways we describe ourselves. We are motivated by challenges, and we collaborate across our business units to move the world together. Your journey to a fulfilling career starts here!
- J-18808-Ljbffr Ferrovial
Vacancy posted 4 days ago
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