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Global Operations Manager
hace 2 meses
About Importante Empresa
Importante Empresa is a leading global company that is revolutionizing the way people shop and manage their finances. We are a team of innovators, entrepreneurs, and problem-solvers who are passionate about creating a seamless and enjoyable experience for our customers.
About the Role
We are seeking a highly skilled and experienced Global Operations Manager, Customer Operations to join our team. As a key member of our operations team, you will be responsible for driving efficiency and customer satisfaction across our organization.
Responsibilities
- Coordinate the delivery of quality and customer satisfaction for the UKI region by working closely with the internal Vendor Account/Governance management team, Operations, and Klarna's partners.
- Lead weekly business reviews (WBRs) with vendors, challenging delivery of KPIs and SLAs where performance has fallen short of Importante Empresa standards.
- Agree and review action plans to enable successful delivery.
- Identify trends and improvement opportunities, and drive contact resolution/CSAT and quality metrics for UKI.
- Drive service quality standards across Importante Empresa's vendor network and partner with internal teams to optimize delivery operations.
- Contribute through partnership and collaboration leveraging resources to optimize training, quality, and performance management.
- Support customer service with operational compliance, incident management, and mitigation.
What You'll Need
- Proven experience in operations management, customer experience, or a related field.
- Excellent communication and interpersonal skills.
- Ability to analyze complex data and drive business decisions.
- Strong problem-solving and analytical skills.
- Experience working with cross-functional teams.
