Global Customer Service Manager
hace 5 meses
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 a Manager on our Live Support Operations team, you will oversee the day-to-day operations and long-term success of your Support teams. We're looking for someone with people management experience, who is solution focused, and has a natural capacity to effectively manage groups of people to achieve collective goals. Our best Managers are team first, manage change and have experience guiding and motivating people at all levels across a variety of responsibilities.
As area leader, you will play an active and participatory role in alignment meetings with the entire Customer Experience team. In this role, you will collaborate closely with the Product, Technology, Strategy, and Data teams to ensure alignment and joint success.
Como parte de Rappi, serás responsable de:
As a Live Operations Manager, you will:
- Lead, coach and develop a team of 5+ people leaders- Strategize by designing, building and executing process improvement projects to drive operational efficiencies and improve the customer experience- Partner cross-functionally with Support and business stakeholders to build a best-in-class operation- Oversee the performance metrics (Conversion, Escalation Rate, AHT, QA, Retention, NPS) of your team and operate at the lowest level of detail to understand and influence outcomes- You will identify drivers of underperformance and root causes of bad experiences and internally represent the voice of the customer to drive continuous improvements in collaboration with the Product, Technology and strategy teams
**Requirements**:
- You have 5+ years of experience in project management, operations, technology or retail, ideally in a fast pace environment- You have 1+ years of people management experience leading people leaders (managing leaders with direct reports)- You want to lead the outcome and positively shape our most important metrics. You have experience leading projects, hitting goals, and succeeding in a team environment (1+ years of consulting, start-up and project management experience)- You're persistent in achieving goals and will do what is needed to ensure things are successful- You can easily operate in an ever-evolving and changing work environment- You can translate high-level goals into applicable plans using technical knowledge and data (must be comfortable navigating and summarizing large datasets in Excel to surface insights)- You´re fluent in English and Spanish, Portuguese is an advantage- Knowledge of the delivery and fulfillment industry is a plus, but not a requirement.- Solid understanding of budgeting and reporting procedures.- Strong communication and stakeholder management skills (Director and VP level interactions)
Bien y ahora, ¿Cuáles son los requisitos para que yo sea parte de este universo de neón?
Tipo Empleador:
Regular
Empleador:
Rappi Technology Colombia
Para más información consulta nuestra pagina web
y revisa nuestras reseñas en Glassdoor
Te esperamos con mucha ansiedad y brillo en los ojos para entregar magia juntos
_#Rappi_
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