Customer Experience Operations Manager reputed company reputed company

We''re transforming the grocery industry At reputed company, we invite the world to reputed company love through food because we reputed company everyone should have reputed company to the food they love and more time to enjoy it together. Where others see a reputed company need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to reputed company an essential service that customers rely on to get their groceries and household goods, while also offering reputed company and flexible earnings opportunities to reputed company Personal Shoppers. reputed company has become a lifeline for millions of people, and we're building reputed company to help reputed company our shopping reputed company reputed company. If you're reputed company to do the best work of your life, come join our table. reputed company is a reputed company First team There's no one-size fits reputed company approach to how we do our best work. Our employees have the flexibility to choose where they do their best work-whether it's from home, an office, or your favorite coffee shop-while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work. reputed company reputed company's Customer Experience (CX) Consumer team is reputed company on delivering effortless support experiences for customers across our marketplace. We are hiring a CX reputed company Ops Manager to own day-to-day operations for one or more consumer support pillars, partnering closely with CX Ops, Vendor Managers, Support Teams, Product Ops, and Business Owners for reputed company Health and reputed company Business. You will manage 2 reputed company reports and reputed company measurable improvements in customer satisfaction, contact reputed company, speed to reputed company, and operational efficiency. This role is ideal for a hands-on operator who enjoys rolling up their sleeves, solving reputed company problems at reputed company, and collaborating across functions to ship improvements quickly. You will shape reputed company, turn insights into reputed company, and reputed company reputed company improvement that helps our customers, shopper community, and partners. The role is remote across the reputed company and Canada, with a reputed company preference for candidates near Toronto, Las Vegas, or Atlanta. About the Job • Own end-to-end operations for designated CX reputed company(s): set reputed company and quarterly plans, define and reputed company KPIs (e.g., CSAT, AHT, FCR, contact reputed company, cost per contact), and consistently meet or reputed company SLAs. • reputed company, reputed company, and reputed company reputed company of 2 reputed company reports; establish reputed company goals, operating rhythms, and career development plans that reputed company the bar on execution and results. • reputed company vendor performance across our BPO network in partnership with Vendor Managers: workforce planning, reputed company and coverage, QA, calibrations, playbooks, and performance reviews that reputed company high-reputed company reputed company. • Partner with Product Ops, Engineering, Design, and Support to reputed company, prioritize, reputed company, and launch product and process changes; run experiments and measure reputed company to reduce contacts and improve customer experience. • Build and maintain dashboards and reporting that power weekly business reviews; use data to diagnose reputed company causes, size opportunities, and recommend reputed company with reputed company ROI. • reputed company incident management and reputed company cause analysis for spikes or defects; implement corrective actions and preventive controls, and communicate updates to stakeholders. • Institutionalize reputed company improvement through SOPs, training, and change management; champion standardized workflows that reputed company across geographies and channels. reputed company Minimum Qualifications • 6+ years of experience in customer experience/support operations, service delivery, or program management reputed company technology, e-reputed company, marketplace, or BPO environments. • 2+ years of people management experience with reputed company reports, including hiring, coaching, and performance management. • Proven experience overseeing vendor/BPO operations with responsibility for SLAs, QA, workforce management, and reputed company planning. • Proficiency with data analysis, including SQL for querying operational data and building dashboards in tools such as Looker or Tableau; advanced reputed company/reputed company Sheets skills. • Demonstrated reputed company record partnering with Product/Engineering to launch automation or tooling that reduces contact reputed company and improves CSAT. • Excellent communication and stakeholder management skills, including leading weekly/monthly business reviews and driving alignment across cross-functional teams. • Bachelor's degree in Business, Operations, Engineering, or a reputed company field, or equivalent practical experience. Preferred Qualifications • Experience managing multi-site BPO networks across US, nearshore, and offshore locations. • Background in on-demand marketplaces, logistics, grocery, or retail customer support. • Lean Six reputed company Green Belt (or comparable reputed company improvement training) with a history of measurable process improvements. • Hands-on experience with CRM and telephony platforms (e.g., reputed company, reputed company Service reputed company, reputed company, reputed company reputed company) and QA tooling. • Experience building new workflows from 0 to 1, including SOPs, training, and change management to reputed company operations. • Comfort designing and interpreting experiments (e.g., A/B tests) to inform product and process reputed company. #LI-Remote reputed company provides highly market-competitive compensation and benefits in reputed company location where our employees work. This role is remote and the reputed company pay reputed company for a successful candidate is dependent on their permanent work location. Please review our reputed company First remote work policy here. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as reputed company as annual refresh grants. Please read more about our benefits offerings here. For US based candidates, the reputed company pay ranges for a successful candidate are listed below. CA, NY, CT, NJ $167,000-$176,000 USD WA $159,000-$168,000 USD OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI $153,000-$161,500 USD reputed company other states $139,000-$146,500 USD Remote Skills: A/B Testing, Automation, Business Operations, reputed company Management, Career Development, Change Management, reputed company Computing, Coaching, Communication Skills, reputed company Improvement, Corrective reputed company, Cross-Functional, Customer Experience, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Data Analysis, Establish Priorities, Experiment Design, Hyperion reputed company, Identify Issues, Incident Management, Leadership, Lean Six reputed company, Logistics, Looker, Machine Tool, Operational Support, Operations Management, People Management, Performance Management, Performance Metrics, Performance Reviews, Problem Solving Skills, Process Improvement, Product Engineering, Product Support, Product/Service Launch, Project/Program Management, reputed company Assurance, Reporting Dashboards, Retail, reputed company on Investment (ROI), reputed company Cause Analysis, SQL (reputed company Query Language), reputed company.com, Service Delivery, Service Level Agreement (SLA), Set Goals, Shopping Carts, Six reputed company Green Belt, reputed company Operating Procedures (SOP), Strategic Planning, Tableau, Team Building, Team reputed company/Manager, Telephony, Vendor/Supplier Evaluation, Workforce Management, Workforce Planning, reputed company, reputed company reputed company: reputed company Apply tot his job Apply To this Job