Drive exceptional operations with our staffing partners. At the workflow level, ultimately responsible for ensuring key metrics goals and business objectives are met.
Draw operational insights and make strategic recommendations to drive improvements to deliver more effective and efficient operations.
Maintain updated documentation and training materials, and identify areas for improvement. Identify areas for customer and seller experience improvements, and cost and workflow process optimizations.
Work closely with cross-functional teams, including vendor management, sourcing, and strategy and operations. Ensure the smooth launch of new workflows with vendors.
Work closely with our scaled partner teams (vendors) to coordinate customer journey mapping and gather deep, actionable customer and operational insights.
Minimum qualifications:
Bachelor's degree or equivalent practical experience.
5 years of experience building relationships with stakeholders or clients.
5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams.
5 years of experience in vendor management/operations management.
Preferred qualifications:
MBA or Master's degree.
Experience in managing customer support operations across voice, chat, and email channels with a focus on process and system improvement.
Experience managing service-level agreements (SLAs), such as Quality, TAT, and handle time.
Experience working with or supporting advertising products like Google Ads (e.g., Search, Display, Shopping, Mobile), Google Analytics, with in-depth knowledge of various online advertising models.
Understanding of Machine Learning and Artificial Intelligence applications in support operations.
Ability to have independent judgment and decision making capability, especially in regards to executive and stakeholder engagement.
