Service Operations Manager

Position: Service Operations Manager

Location: New York

Company Overview

Whizz is an innovative e-bike/e-moped subscription service catering to delivery drivers in the US. We partner with leading companies like DoorDash and Grubhub, offering affordable $169/month rental subscriptions to independent delivery workers. In just three years, Whizz has grown rapidly, managing a fleet of 4,000 e-bikes across the US, achieving a remarkable 100% year-over-year growth rate. Our mission is to serve an underserved audience of gig workers, aiming to manage the largest electric two-wheeler fleet in the US. Our dynamic team of 150 people is expanding quickly.

About role:

We are looking for a hands-on, results-oriented Service Operations Manager to oversee daily operations in our service department. The focus of this role is on leading a team of mechanics, maintaining high repair quality standards, and ensuring all bikes are serviced efficiently and on time. You’ll be responsible for organizing workflow, managing inventory, and tracking KPIs to keep performance on target. This role requires a proactive leader who can balance technical expertise with strong people management and problem-solving skills.

Responsibilities:

• Define and implement best practices for bike builds and complex repairs across service teams.
• To oversee and assign workload efficiently, ensuring 24/7 operations and maintaining a seamless flow.
• To manage all aspects of repair workflow: intake, job prioritization, service parts management, timely completion, and quality checks.
• To conduct performance evaluations for each mechanic, being the first point of contact for service-related issues among the team.
• To manage general store tasks, including opening/closing, participating in marketing events, and attending ongoing staff meetings to improve department and company operations.
• To conduct inventory management, ensuring stock levels are maintained, and perform monthly inventory audits of tools and equipment.
• To maximize rider-facing operational performance by providing help desk resources and technical advice to all service staff.

Requirements

• Proven track record in managing technical teams, repair centers, or fleet maintenance operations.
• Strong analytical skills and proven problem-solving abilities with attention to detail.
• Excellent communication skills with the ability to interact effectively with riders and team members.
• Mechanical experience with electric bicycles or bicycle mechanics is a must have to be considered for this position.

Benefits

• Health Insurance
• Commute reimbursement after probation period
• 401 (K)
• Competitive salary
• KPI bonuses