About the opportunity
The Operations & User Experience Manager will play a pivotal role in ensuring seamless and efficient operations while enhancing the user experience across all experience touchpoints. This role involves overseeing and taking ownership of operational KPIs, managing customer and partner relationships, and implementing initiatives to improve user experience and satisfaction. The ideal candidate will have a strong background in operations management and user experience, with a proven track record in the eCommerce or delivery industry.
Key Responsibilities
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Operations Management:
- Monitor and report on operational key performance indicators (KPIs) relating to vendors and customers, identifying areas for improvement and implementing corrective actions.
- Develop and implement strategies and processes to optimize performance, and user experience and satisfaction.
- Automate processes where possible to improve standardization, compliance, and manage overall expenses to talabat.
- Coordinate the implementation of interventions with cross-functional teams, including sales, product and tech, customer support, and logistics, to ensure alignment and collaboration on operational processes.
- Monitor and escalate product-related issues.
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Customer Experience (CX) Management:
- Map out and assess the customer journey across verticals and identify pain points.
- Develop policies that enhance the customer experience and monitor compliance.
- Develop and monitor processes to improve customer interactions, including customer support, compensation, experience surveys, etc.
- Manage the budget relating to customer compensation and implement processes to limit fraud and system abuse.
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Vendor Experience (VX) Management:
- Map out and assess the vendor journey across verticals and identify pain points.
- Be the main point of contact for the Sales team to support on matters relating to vendor experience (investigations, escalations, etc.).
- Develop high-quality, user-centric solutions that help automate and optimize vendor interactions.
- Implement interventions to limit vendor mistakes, protecting vendors from fraudulent customer behaviors and manage the budget relating to all vendor compensation.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, UX Design, or a related field. Master’s degree preferred.
- Minimum of 5 years of experience in operations management and user experience within the e-commerce or delivery industry.
- Strong understanding of UX principles, methodologies, and tools.
- Proven track record of managing complex projects in a fast-paced, dynamic environment, with cross-functional teams.
Skills
- Strategic thinking and problem-solving skills.
- Ability to analyze data and make informed decisions.
- Strong project management, organizational, and multitasking abilities.
- Customer-focused with a dedication to providing exceptional service.
- Attention to detail and commitment to quality.
