Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a proactive and detail-oriented Program Manager to lead customer experience initiatives and service quality programs in partnership with our Business Process Outsourcing (BPO) teams in Brazil. This role will focus on designing and implementing procedures that enhance customer satisfaction in Reclame Aqui, uphold brand standards, and efficiently manage complaints to drive continuous improvement. The ideal candidate will leverage service metrics and data-driven insights to ensure exceptional service delivery aligned with our brand promise.
Roles & Responsibilities
- Drive programs that enhance the end-to-end customer journey by collaborating closely with BPO partners to align service delivery with brand values and customer expectations.
- Define, monitor, and analyze key service metrics (e.g., NPS, CSAT, FCR, AHT) to evaluate BPO performance and identify opportunities for improvement. Use data insights to influence decision-making and optimize customer interactions in Reclame Aqui.
- Ensure all customer-facing procedures and communications adhere to company branding guidelines and quality standards. Partner with BPO teams to maintain consistency in tone, messaging, and service quality.
- Design and implement effective complaint management processes with BPO partners to ensure timely, empathetic, and satisfactory resolution of customer issues. Track complaint trends and collaborate on root cause analysis and corrective actions.
- Develop and document customer-centric operating procedures that support service excellence. Work with knowledge management training teams to equip BPO agents with the skills and knowledge required to deliver on brand promises and handle complaints effectively.
- Act as the key liaison between internal customer experience teams, legal, litigation, marketing, quality assurance, and BPO partners to ensure alignment on service goals and branding initiatives.
- Prepare regular reports on customer experience metrics, complaint resolution effectiveness, and service quality. Present findings and recommendations to senior leadership to drive continuous service enhancements.
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