Description:
We are currently hiring for an Operations Executive on behalf of a rapidly growing Ecommerce company at an exciting stage of exponential growth for the company after acquisition by a leading Business. This is a Customer Experience focused role, where you will be instrumental in analyzing and improving the way this business interacts with its customers. We are looking for someone with a strong command of CX Management and reporting, who's able to form new Operating procedures and execute them effectively.
Responsibilities:
Operations and Process Management
- Transforming operations to be highly customer experience centric through various initiatives.
- Define customer experience attributes across various touchpoints and measure and manage all relevant metrics in a highly coordinated manner.
- Conduct process mapping, identify bottlenecks and continuously monitor and implement improvements to all processes and workflows.
- Create, revise, simplify and optimize back-office operational tasks, processes, and SOP’s.
- Provide real-time problem-solving support and intervention to operational teams.
- Develop training programs focused on processes and SOPs for internal and external teams managing service delivery and customer experience.
- Prepare and deploy internal business knowledge management tools and platforms.
- Continuously maintain and keep up-to date all business process documentation.
- Conduct regular assessment and training activities for internal and external support teams.
- Identify and plan optimization for CRMs and other technology platforms to enable efficient back-office and customer support operations at scale.
- Prepare process and technology integration plans for various platforms to speed up information access and cross platform data sharing.
- Maintaining relationships with technology providers.
Customer Experience Planning
- Conducting customer support traffic forecasting, capacity and capability planning activities.
- Optimize contact center processes and operations to deliver the customer experience service levels and metrics while at the same time driving efficiency.
- Conduct training needs assessments and prepare and execute the training activities on a regular basis.
- Conduct regular QA activities to ensure that all teams adhere to and comply with the set processes and SOP’s.
- Manage the technology platforms being used for customer support.
- Maintaining relationships with external service providers.
Requirements
- Minimum bachelor’s degree in a Math, Engineering or Management related field (e.g. Marketing, Business, Economics, Finance) from a reputable university.
- You have a minimum of 3 years of experience in an operations role at a startup or an established e-commerce company.
- You have worked with large technology companies or in fast paced startup environments.
- You have experience in managing day-to-day e-commerce operations and you have managed customer experience and support functions.
- You have good analytical and quantitative skills and are comfortable with numbers, reports and analysis.
- Intermediate/advanced MS Excel and data manipulation skills. Knowledge of database tools such as Tableau is a plus.
- You are comfortable using various computer tools and online CRM’s and basic office communication tools.