E-Commerce - Partner Operations Manager

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  • São Paulo - SP
  • Permanente
  • Período integral
  • Há 2 mêses
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 Partner Operations Manager to manage the BPO vendors and daily operational performance.Key Responsibilities:
- Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan;
- Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. - customer satisfaction, service level, handling time);
- Ensure SOP documentation/training material and all relevant frameworks are in place;
- Sharing performance report and raw data on a weekly basis to BPO for performance management;
- Taking note of action items and feedback on every meeting and assigning owner to each action item and following through the status of completion;
- Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers;
- Review all escalation from the in-house team and provide comprehensive feedback to the BPO team;
- Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators;
- Prompt communication and facilitate Train and Trainer on all SOP and product features update;
- Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting;
- Support ad-hoc projects and initiatives per business needs.Qualifications:Minimum Qualifications:
- Bachelor's degree or equivalent practical experience.
- 3+ years of experience in a in a customer service environment.
- Demonstrates effective, clear and professional written and oral communication.
- Proven experience building, managing and influencing relationships with internal stakeholders.
- Full professional proficiency in English and Portuguese is required for the role.Preferred Qualifications:
- Experience in global service launches, especially in new market kickoff.
- Experience in eCommerce or marketplace platforms.
- Skilled in problem-solving, issue resolution, multitasking, and meeting tight deadlines with strong attention to detail.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.

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