Responsibilities
About the Team:
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners and creators. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure, and intuitive for our users.
As a Service Quality & Operations Program Manager, you will lead efforts to drive continuous improvement across our users, partners and creators. Your focus will be on resolving DSAT (Dissatisfaction) issues, improving 24-hour resolution rates, and enhancing RSAT (Resolution Satisfaction). You will ensure quality frameworks are in place, scalable processes are implemented, and operational excellence is achieved through collaboration with cross-regional stakeholders. This role requires a proactive approach to problem-solving, process optimization, and stakeholder engagement.
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Responsibilities:
- Own the creation and maintenance of SOPs to reflect best practices and compliance standards.
- Translate complex policies into clear, actionable procedures.
- Collaborate cross-functionally to gather insights and align SOPs with operational needs.
- Conduct audits and lead updates to ensure SOPs remain accurate and relevant.
- Support tech implementations with documentation and training at BPO sites.
- Conduct root cause analyses and recommend data-driven improvements.
- Coordinate across regions to ensure consistent application of quality frameworks.
- Research customers need to inform quality enhancements.
- Identify training needs and develop programs to improve product knowledge and service quality.
- Calibrate and certify internal and BPO trainers/SMEs to ensure consistency.
- Provide feedback on training effectiveness and suggest SOP improvements.
- Manage resolution programs by analyzing issues, identifying trends, and implementing preventive measures.
- Handle escalations and coordinate with relevant teams to ensure timely closure.
- Lead initiatives to reduce recurring complaints and improve resolution processes using agile methodologies.
- A high volume of travel is required to the local BPO site.
Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent practical experience required.
- +3 years of operations, program, or project management experience, ideally involving SOP development.
- Proven experience in developing SOPs, training programs, and quality frameworks.
- Proficiency in English and Portuguese is required for the role.
- Strong analytical skills with the ability to conduct root cause analysis and implement data-driven solutions.
Preferred Qualifications:
- Ability to work collaboratively across cross-functional teams and regions with strong leadership.
- Process-oriented mindset with attention to detail.
- Ability to navigate through change with a positive mindset and supporting the team to stay focused and deliver results, even when things move quickly.