The TeamCare supports customers across the marketplace and the operations team manages agent performance, continuous improvement, change, and transformation. The focus is on enhancing customer experience while improving efficiencies in frontline operations. In this role, you will be involved in several key areas:
- Managing channel, queue, and agent performance for teams servicing UAE, Qatar, and Kuwait partners.
- Identifying trends in performance and conducting root cause analysis related to agent productivity, quality, or partner experience.
- Defining new metrics, targets, and best practices to improve customer experience, such as first touch resolution.
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What You’ll Be Doing:
- Overseeing support queues for partner onboarding and lifecycle support for Middle East-based partners.
- Identifying performance gaps for vendor partners and owning performance improvement strategies.
- Driving continuous improvement initiatives to make Partner Operations a differentiator at the company through best-in-class customer experience practices.
- Addressing operational issues and influencing stakeholders to resolve them through performance updates and deep dives for leadership.
- Establishing targets, KPIs, and goals for the team while prioritizing objectives.
Requirements:
We are looking for someone who:
- Has 4+ years of experience as a Vendor Operations Performance Manager in a fast-paced environment, with prior experience managing both internal and external teams preferred.
- Is detail and action-oriented, with experience leading performance improvement projects.
- Is comfortable communicating updates and engaging with senior stakeholders and partners.
- Possesses knowledge of CRM systems (e.g., Salesforce) and has experience creating reports across these systems.
- Takes personal accountability for the quality and accuracy of their work.
- Has a solid analytical background (e.g., proficient in Google Sheets with pivot tables and INDEX MATCH); SQL skills are highly desirable but not essential.
Benefits and Diversity:
At the company, we prioritize the welfare of our people. We offer a competitive range of benefits in health, family, finance, community, convenience, growth, time off, and relocation. We believe that a great workplace reflects the diversity of the world we live in. All we ask for is a passion for food and a desire to be part of an exciting, fast-growing startup.
