Director, Live Operations, Customer Experience

hace 3 semanas

Bogota, Colombia Rappi A tiempo completo

Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos

¿Quieres saber por qué Rappi?
- ️ VEMOS OPORTUNIDADES donde otros ven problemas;
- ️ VEMOS CERCANIA donde otros ven distancia;
- ️ VEMOS ADRENALINA donde otros ven presión.

Únete a un equipo donde todos somos capaces de TODO, donde todos tenemos las mismas oportunidades, sin importar género, raza, orientación sexual, religión, nacionalidad, edad, discapacidad, formación o experiência.

¿Te ha gustado lo que has leído hasta ahora? Descubre cómo entregarás magia junto con nosotros a través de tu misión Rappi

Revisa cómo impactarás nuestro ecosistema:
As the Director of Live Operations CX at Rappi, you will be responsible for leading the creation, scaling, supervision, and ensuring operational excellence in our agent customer support service for users, delivery partners, and allies in all 9 countries where we operate, including 8 Spanish Speaking countries and Brazil. Additionally, you will manage a hybrid model of subcontracted operations teams and internal staff, ensuring effectiveness and efficiency in service delivery.

You will lead a multifunctional management team tasked with ensuring an exceptional service experience, working closely with various stakeholders such as product teams, fulfillment, local operations, country managers, and CX strategy team. You will be responsible for ensuring the satisfaction of the Users, Couriers and Merchants as they interact with agent support. This will involve proposing and aligning the best tools, processes, and automation opportunities to enhance efficiency and satisfaction for both agents and end users.

Your role will encompass strategic and innovative management of partnering with different call center or BPO providers, as well as managing multiple verticals and lines of business. Additionally, you will have the versatility to work with various CRMs and lead a multichannel management operational model, especially focused on chats. Alongside your team, you will be the internal voice representing the needs and concerns of our end users and agents.

Como parte de Rappi, serás responsable de:
**Responsibilities**:
- Create, define, and lead Rappi's service standards and processes, translating them into measurable and actionable assessments to ensure quality and efficiency in agent support service- Ensure that support services are consistent, compliant, and aligned with Rappi's standards and end-user expectations- Define and manage quality control activities for the subcontracting and internal management model- Analyze issued and perceived quality results to carry out appropriate corrective procedures- Build, coordinate, and lead a strong collaboration model with subcontracting partners- Gather insights into factors driving low performance, whether at the agent, process, or customer experience (CX) level and drive improvements- Ensure that all initiatives, product decisions, and actions of different teams are aligned with the needs, expectations, and satisfaction of end users (Couriers, Users, Partners)- Clearly communicate organizational expectations and goals to your team, motivating them to meet them and fostering maximum performance. Cultivate a positive and collaborative work environment, actively promote teamwork, professional development, and employee engagement- Supervise, analyze, and manage various key metrics:
- DSAT (Customer Dissatisfaction) and CSAT, ensuring a positive and lasting experience in terms of quality-
- Monitor FCR (First Contact Resolution) and Resolution Rate-
- AHT (Average Handling Time), SLA (Service Level Agreement), and FRT (Customer Response Time) to optimize operational efficiency-
- Analyze metrics such as Cancellations, Compensations, and Contact Rate to identify areas for improvement and innovation opportunities in the businessThis role demands a unique combination of skills, including strong leadership, expertise in operations management, data analysis, and a clear customer orientation, all supported by a strategic vision and a growth-oriented approach. To achieve the goals, you are expected to have the ability to develop high-performing teams.

Bien y ahora, ¿Cuáles son los requisitos para que yo sea parte de este universo de neón?

**Requirements**:
- Fluency in English (mandatory), Spanish (mandatory), and Portuguese (an advantage)-
- 5+ years in managing customer service operational teams- 8+ years of people management experience- Strong strategic focus and customer orientation with a clear understanding of broader issues affecting relevant markets- Established track record of exceeding goals, KPI SLAs, and high levels of customer satisfaction- Capable of interpreting MI/BI and developing strategies and making recommendations- Change management experience and track record of successful implementation of new strategies wit

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