Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
Within GNE, our Service Support Center (SSC) delivers customer service to buyers, sellers, creators, and internal stakeholders. We are seeking a strategic and experienced Country Lead for Brazil to drive the launch and ongoing operations of our Brazilian market. This leadership role will oversee all partner support activities, including BPO management, in-house program teams, and regional service strategy execution.
Responsibilities:
- Build and develop a team of customer service program managers, operations leaders, vendor managers and knowledge management specialists to ensure a seamless and timely customer service experience.
- Develop service quality strategies for contact centers, ensuring cross-functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward.
- Focus on aligning company priorities with excellent day-to-day operations, design and lead growth initiatives for long-term success.
- Manage BPO suppliers to ensure a high performing team to provide world-class services to customers, sellers and creators.
- Lead a regional program team to boost contact center training, quality and knowledge management.
- Lead regional business analysis, identify opportunities based on dashboard, push operation improvements by strong collaboration with regional service delivery heads.
- Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews.
- Define and build organizational capabilities for extended planning, governance and operational efficiencies.
- Respond to critical internal escalations and ad-hoc issues with the most flexibility.
- Represent your team's performance in regular business reviews.
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