Operational Excellence Project Specialist
3 semanas atrás
The Customer Experience Program Specialist will be responsible for executing and monitoring our Eaters and Couriers experience and support strategy in LATAM.
They will analyze, create, recommend, and manage operational and strategic initiatives across a variety of programs and support modalities in the region.
The role will also be responsible for executing continuous improvement actions as well as providing insights for strategic decisions.
As a Project Specialist, you will have a meaningful role in understanding opportunities in the Customer Experience within the Marketplace team connecting and developing an E2E mindset while connecting to business metrics.
Key Responsibilities:
- Design, implement, and maintain support processes and policies and identify areas of continuous improvement.
- Manage all escalated continuous process improvement requests for your respective support queue, corresponding and liaising with relevant stakeholders as needed.
- Implement initiatives for programs across products and projects coming from the Ops teams.
- Understand earners' needs across value, lifecycle, behavioral, and geographical segments and define frameworks for how to serve them.
- Collaborate with all programs and specific functions to implement support model changes to operate in a differentiated way across segments.
- Drive segmented differentiation through support treatments such as prioritization, agent profiles, channel availability, and policy flexibility.
- Track and control CommOps regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, Defect rate, etc.
Your Profile:
- Immediate availability to live in Mexico City or Brazil.
- Conversational English level (C1).
- 2+ years of experience in project management and/or continuous improvement processes.
- Data analysis and advanced Excel / Google Sheets proficiency.
- Ability to prioritize and action upon tasks according to their relevance.
- Stakeholder management skills.
- Experience in encouraging results in areas that aren't in your immediate responsibility.
- Excellent communication skills.
- Customer obsession and a genuine passion for our users.
- Problem-solving attitude and a self-starter approach.
- Operational ownership and team collaboration skills.
We Offer:
A competitive salary of $100,000 - $120,000 per year, depending on your location and experience.
Benefits include health insurance, retirement plan, and paid time off.
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