About the Job: The TeamCare supports our customers from all sides of the marketplace, and the operations team owns agent performance, continuous improvement, change, and transformation. Our focus is improving customer experience while delivering efficiencies in our frontline operations.
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In this role, you'll be involved in three key areas:
- Managing channel, queue, and agent performance across our teams servicing UAE, Qatar, and Kuwait Partners.
- Identifying trends in performance and conducting root cause analysis (e.g., agent productivity, quality, or partner experience).
- Helping define new metrics, targets, and best practices to drive improvements in customer experience (e.g., first touch resolution).
What You’ll Be Doing:
- Managing performance of our support queues across partner onboarding and lifecycle support for our Middle East-based partners.
- Identifying performance gaps for vendor partners, owning performance improvement strategies, and driving continuous improvement.
- Supporting teams to make Partner Operations a true differentiator at the company by implementing best-in-class customer experience practices.
- Relentlessly driving performance by surfacing issues across our operations and influencing stakeholders to address them.
- Owning deep dives and leading updates for the leadership team on specific issues (e.g., performance gaps / Middle East specific business reviews).
- Helping define targets, KPIs, and goals for the team while prioritizing own goals.
Requirements:
We are looking for someone who:
- Has 4+ years of experience as a Vendor Operations Performance Manager in a fast-moving and dynamic company - prior experience in managing a blended internal and external team is a distinct advantage.
- Is detail and action-oriented, with experience leading performance improvement projects (e.g., root cause analysis / backlog reduction strategies).
- Is comfortable leading updates and can communicate effectively with senior stakeholders and partners.
- Is knowledgeable of CRM systems (e.g., Salesforce) and has experience creating reports across systems.
- Takes personal accountability for the quality and accuracy of their work.
- Has a solid analytical background (e.g., Google Sheets pivot tables and INDEX MATCH); SQL skills are highly desirable but not essential.
Benefits and Diversity:
At the company, we know that people are the heart of the business, and we prioritize their welfare. We offer a wide range of competitive benefits across areas including health, family, finance, community, convenience, growth, time away, and relocation.
We believe a great workplace is one that represents the world we live in and celebrates diversity. We value individuals for who they are, without judgment based on gender, race, sexuality, religion, or other personal attributes. All you need is a passion for food and a desire to be part of one of the fastest-growing startups in an exciting space.
Language Requirements: (if applicable) Not specified.
