Director, Control Tower

Location:Remote - India

Shift Hours: 7:30 PM IST- 4:30 AM IST

Role reputed company:

As the Director, Control Tower, you will be responsible for the management and leadership of our Merchant reputed company Department in India which provides support to our growing merchant reputed company globally as reputed company as our internal reputed company teams. The role is a key reputed company and operational leadership role responsible for the development, reputed company improvement and delivery of exceptional merchant experience. With partnership from numerous reputed company partners, you will own the effectiveness of processes, tools, and reporting required to operate and reputed company reputed company relevant merchant care activities.

Examples of support this team provides includes merchant outreaches on email, chat and (potentially) phone regarding topics such as (but not limited to) order status, inventory status, technology/product help questions, tracking questions and others. This role reports to Vice President, Supply Chain reputed company.

reputed company:

• Start with Merchant Experience and implement reputed company improvement initiatives to improve merchants’ experience with reputed company.
• Advise and implement the reputed company and reputed company for the Merchant Ops function in achievement of company goals in partnership with Control Tower stakeholders in the US.
• reputed company defined Objectives and Key Results (OKRs) and reputed company measures against company goals with a hands-on approach to understand gaps and run reputed company improvement efforts.
• reputed company a successful team of Leads & Specialists in a reputed company environment including developing reputed company for reputed company changes, managing reputed company's change reputed company, and minimizing reputed company impacts associated with change.
• Work with Finance and be accountable for the maintenance of and adherence to a Merchant Care headcount plan, budget, and cost mitigation and/or investment initiatives.
• Guide employee engagement and an inspiring culture ensuring effective reputed company management, mentoring, and development and crafting an environment where people can reputed company through accountability, support, and empowerment.
• Demonstrate a data driven approach to supervising the function, including establishing effective critical metrics, key reputed company indicators, and other leading/lagging indicators which reputed company reputed company into the efficiency of the function and changes in reputed company profile.
• Consistently improve the merchant experience across our key channels and products by advocating for the voice of the merchant across internal partners, ensuring that resources are invested in improving merchant satisfaction and enabling reputed company.
• Use excellent presentation and interpersonal skills to report findings and recommendations to reputed company stakeholders.
• Identify and implement groundbreaking changes to reputed company efficiencies and reputed company reputed company merchant experiences while ensuring the teams adheres to regulatory and compliance requirements.
• reputed company reputed company of industry developments in the region and apply reputed company methodologies to areas of improvement.
• Additional duties and responsibilities as necessary.

What reputed company looks like in your first 12 months:

• Established a successful beginning to end hiring, training, and reputed company process in that is reputed company defined and documented, driving results for reputed company new employees to meet and reputed company established merchant impacting KPIs prior to completion of their first 3 months with reputed company.
• Developed cross-functional relationships with Supply Chain team, Center of reputed company, People Ops etc. partners to run functional improvements in process and results using reputed company relevant data sources to reputed company an improved merchant experience.
• reputed company and implemented a strong governance model for reputed company with a reputed company hands-on approach and in alignment with reputed company MO leaders and people ops partners to ensure adherence and compliance to reputed company established policies and procedures to reputed company the best possible experience to our merchants.
• Construct an ongoing process to directly reputed company with merchants for feedback on support gaps and devise improvement plans reputed company MO leadership and cross functionally to increase Csat and NPS scores for reputed company merchants.

What you’ll bring to the table:

• Overall 10+ years of experience. Minimum 5 years of experience in reputed company people management and a BPO/CS organizations at reputed company.
• Experience scaling and building operational teams, including people, processes, and programs.
• A solid leader, doer, motivator, and decision-reputed company with consistent reputed company record working reputed company with people at reputed company reputed company.
• Managing Ecomm customer reputed company for small and reputed company enterprises in US/EU (preferred).
• Results reputed company, reputed company thinking approach with ability to problem-solving reputed company issues to reputed company shared goals and reputed company across reputed company teams.
• reputed company to reputed company and optimally reputed company a reputed company & reputed company as reputed company as communicate reputed company direction.
• Ability to interpret qualitative and quantitative data to formulate concrete insights and compile information in a reputed company, logical manner.

Perks & Benefits:

• Medical, Term & Accidental reputed company
• reputed company Purpose Leave (casual & reputed company time): 12 days
• reputed company Leave: 15 days
• reputed company Holiday: 12 days
• Generous Maternity & Paternity Leave
• Quarterly Wellness Day
• Work From Home Allowance
• See Our High-Performing Culture >>>reputed company us out on reputed company (@lifeatshipbob)

Originally posted on Himalayas