Reporting into the Senior Global Operations Manager, you will be leading the Rider Support team, responsible for supporting our riders. Your goal is to run an engaged and motivated team while redefining what good support looks like.
We aim to offer the best rider support in the industry. Rider Support and Payments are central to our success, impacting rider retention and satisfaction.
Work full-time in the London Office, Monday - Friday, with a hybrid policy of 3 days in the office and 2 days at home.
Job Spec - Responsibilities
* Execute large-scale global projects to enhance rider support and payment processing.
* Collaborate with the Global Operations team and local markets on projects to improve execution, processes, and compliance.
* Manage the performance of the Rider Support team, identifying improvements and ensuring targets are met.
* Support initiatives with internal stakeholders to improve KPIs like CSAT, SLA, and AHT, and own performance strategies.
* Analyze operational issues and develop solutions.
* Oversee daily processes supporting riders.
* Prioritize personal and team workloads.
* Foster an environment of growth and continuous improvement.
* Lead and develop a large team, driving efficiency through cross-training and performance management.
* Communicate effectively with stakeholders, presenting data clearly.
* Act as a rider advocate, focusing on KPIs and rider experience.
* Impact key metrics such as Grade of Service, Average Handle Time, and TP per person.
* Implement cross-training, and improve sickness and absence policies.
Core competencies
* Experience managing large teams, keeping them motivated and engaged.
* Flexible and resourceful, able to remove barriers and adapt processes.
* Strategic thinker with the ability to execute quickly.
* Curious and proactive in seeking improvements.
* Excellent prioritization skills.
* Strong communication skills, capable of explaining complex processes clearly.
Requirements
* Proficiency in Google Sheets.
* Numerate, with an eye for detail and ability to identify data issues.
* Previous team lead experience in a contact center environment.
* Working proficiency in a second language (French or Italian).
Nice to have
* Experience with identity documents.
* Experience in high-growth companies, especially in customer support roles.
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