Responsibilities
Governance and Experience is a global team aiming to build a safe and trustworthy platform for not only users, but also partners. 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 part of GNE organization is our Service Support Centre (SSC) delivers service to our partners. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users, we are looking for a Country Partner Support Lead.
Responsibilities
- Build and develop a team of customer service program managers, operations leaders, vendor managers and knowledge management specialists to ensure a seamless and timely customer service experience.
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- Develop service quality strategies for contact centers, ensuring cross-functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward.
- Focus on aligning company priorities with excellent day-to-day operations, design and lead growth initiatives for long-term success.
- Manage BPO suppliers to ensure a high performing team to provide world-class services to customers, sellers and creators.
- Lead a regional program team to boost contact center training, quality and knowledge management.
- Lead regional business analysis, identify opportunities based on dashboard, push operation improvements by strong collaboration with regional service delivery heads.
- Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews.
- Define and build organizational capabilities for extended planning, governance and operational efficiencies.
- Respond to critical internal escalations and ad-hoc issues with the most flexibility.
- Represent your team's performance in regular business reviews.
Qualifications
Minimum Qualifications
- Bachelor degree or equivalent practical experience.
- Proven experience in Customer Operations, workforce management and offshore/nearshore vendor management.
- Team Leadership: Demonstrated leadership skills with experience in leading and developing teams. This includes managing performance, coaching, and fostering a positive work environment.
- Proven experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
Preferred Qualifications
- Experience in commerce or marketplace platforms is a plus.
- Proven experience of working with multiple stakeholders across different markets.
- Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
- Self-motivated and able to thrive in ambiguity and in a matrix environment.
- Six Sigma training and or COPC (certification is a plus).