We’ve signed up to an ambitious journey. Join us!

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

The Role

Join our Business Operations function as the engine that drives strategic alignment and knowledge-led growth. Reporting to the Head of Business Operations, you will architect frameworks and programs that enables retention of our customers.

This role is uniquely focused towards knowledge and insights; you won't just manage processes, you will transform data into a system that unlocks customer value. You will be the voice of the customer within operations. etention and growth are at the heart of every process you build. You will act as the bridge between global operations and local markets, ensuring that every customer journey is powered by the systems & automations needed to scale our impact globally.

How to make an impact

Customer Success & Engagement

• Monitor & predict customer health indicators to proactively identify at-risk accounts and reduce churn.

• Build scalable customer engagement touchpoints alongside the digital journeys.

• Translate customer feedback and usage data into retention and upsell playbooks.

Operations & Digital Journeys

• Identify and develop digital customer journeys, encouraging adoption and growth.

• Continuously evaluate our customer journeys to identify emerging trends and new business opportunities.

• Define, track, and analyze key operational metrics to identify trends and areas for improvement.

Strategy & Process

• Develop and implement strategies that align with business objectives and support sustainable growth.

• Optimize sales-related processes and improve data integrity to ensure customers have the necessary onboarding and product adoption.

• Lead critical operational projects from conception to completion, ensuring they meet intended objectives and drive best practices.

Collaboration & Change Management

• Foster the adoption of new processes and systems through effective change management and stakeholder influence.

• Serve as a key operational partner to Sales, Marketing, Product, and Customer Care to ensure seamless execution of company-wide initiatives.

Your background

• Customer-Centric Mindset: Experience in Customer Success, Account Management, or a customer-facing ops role with a strong understanding of SaaS customer lifecycles (adoption, retention, and expansion).

• Strategic Operations Experience: Proven track record in Business Operations, Strategy, or a similar role within a fast-paced SaaS or technology environment.

• Analytical Expertise: Proficiency in analyzing complex datasets and presenting findings through data visualization and actionable reporting.

• Process Design: Experience building operational frameworks, playbooks, or automated "customer journeys" that drive measurable outcomes.

• Influential Communication: Ability to build consensus among diverse stakeholders and influence teams without direct authority.

• Methodological Approach: Familiarity with process improvement and change management to drive the adoption of new systems and insights.

• Digitally Adept: Comfortable with new tools and systems to iterate, improve, and implement new digital automations supporting our customers.

Qualifications

• Professional Experience: Experience in Business Operations, Customer Success Operations, or Consulting, ideally within a high-growth B2B SaaS environment.

• Technical Proficiency: Hands-on experience with CRM systems (e.g., Salesforce, HubSpot) and Customer Success platform. You should be comfortable navigating these tools to build automated workflows and health-scoring models.

• Data Literacy: Advanced skills in data analysis and visualization tools (e.g., Tableau, Looker, or PowerBI). You must be able to translate raw usage data into actionable insights

• Project Management: Experience managing end-to-end operational projects and change management initiatives across multiple regions or local markets.

• Language Skills: Proficiency in English is required; additional languages relevant to our local markets are an advantage, but not required for regional enablement.