Job Responsibilities

Examining existing and future business processes and working with internal groups globally to drive/assist in continuous improvement; Standardizing processes according to best practices and market realities, and developing a continuous improvement culture to ensure lessons learned and go beyond; Recognizing and addressing organizational barriers to ensure the future success of new programs and projects; Analyzing current KPIs for CX, generating insights, and acting on key opportunities to ensure high customer satisfaction based on their feedback; Managing a high-performance team to achieve company targets with minimal effort; Coordinating focus groups and research to bring the customer’s voice inside the company; Leading strategic projects in the customer service area, and defining standards and playbooks; Continuously benchmarking products and services against other companies, identifying and prioritizing areas for improvement; Communicating findings to different business areas that need to be improved; Reporting to senior levels about results, learnings, questions, and other progress made by the team.

Job Requirements

Mandatory fluent English. 8y+ of relevant work experience in management consulting, operations, customer service, or business development (Preferred Internet & Consulting with Customer service background). 5 y+ leading teams or cross-functional projects. Deep experience with continuous improvement methodologies. Advanced communication skills (written and spoken). Experience creating and optimizing processes. Strong analytical and critical thinking skills. Ability to lead individuals in creating and executing the best solutions for the business, partners, and consumers. Advanced in Excel or other data management tools.

Required Languages

English