Senior Customer Care Operations Manager (UK & US)

YOUR MISSION (IF YOU ACCEPT IT): 🥇

• Drive amazing customer satisfaction for our customers through the effective performance management of our business process outsourcing partners (BPO) that support the US and UK markets.
• Lead data analysis, insights, and reporting on key metrics to drive and improve business performance and help develop strategic roadmaps that drive results.
• Deliver department performance reports to the executive committee and General Managers (on BPO performance & agent quality, productivity & cost per contacts) and be accountable for US and UK Customer Care KPIs: customer satisfaction and agents efficiency.
• Identify, implement, and optimize key projects to improve those KPIs; work with teams across departments to ensure project success.
• Provide reporting based on root cause analysis and identify clear action plans to ensure quality improvements that drive higher efficiency.
• Build strong relationships with the other BPO managers to share best practices and work on global care projects.
• Build strong relationships with the training team and agent quality teams.

YOU ARE IN THE RIGHT PLACE IF: ⭐

• You are perfectly fluent in English. French is a plus
• You have experience working with BPO partners, or on Customer service related topics.
• You have 6+ years of experience with a proven track record of operational project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects).
• You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impacts.
• You have experience in best-in-class customer service organizations.
• You work collaboratively on a team while exhibiting a strong sense of ownership.
• You have a strong knowledge of the e-commerce industry and have high customer experience expectations.
• You have preferably worked in a start-up hyper growth environment.
• You are solution oriented, focused on quick results and lean approach