Service Operations Manager

Job Description

We are seeking an Service Operations Manager to oversee all operational aspects, ensuring efficiency, productivity, and outstanding quality. You will focus on continuous improvement, strategic direction, and leadership, cultivating a culture of excellence within the operations team. This role is pivotal in driving innovative strategies and operational performance improvements, ensuring service quality, and maintaining process adherence to achieve operational excellence.

WHAT YOU WILL OWN :

Provide day to day guidance to People Leaders in the sub-department(s) / team(s) on complex operational issues

Lead and manage in-house and BPO teams to achieve service delivery goals.

Define team standards and optimize resource allocation for exceptional service delivery and performance, enhancing efficiency and productivity.

Establish, monitor, and drive OKRs and KPIs to enhance service satisfaction across in-house and BPO teams.

Develop and execute strategic initiatives to optimize operations and improve service efficiency.

Lead continuous improvement efforts by analyzing data and feedback to identify opportunities for improving service effectiveness, increasing customer satisfaction, and boosting overall team performance.

Provide clear direction and guidance to implement strategies aligned with business goals.

Foster a culture that is aligned with foodora values.

Define bonus and penalty metrics for BPO partners aligned with OKRs and KPIs.

Build and sustain productive relationships with stakeholders to ensure alignment and garner support for operational goals.

Proactively notify management and stakeholders on operational updates, achievements, and challenges clearly and effectively.

Collaborate with cross-functional teams to integrate - customer, partner, and rider - centric initiatives across all business functions, proactively resolving issues and devising strategies to meet objectives.

Review data submission and utilize data analytics to monitor performance metrics, identify improvement areas, and inform strategic decisions.

Prepare comprehensive reports on operational performance, highlighting key metrics, trends, achievements, challenges and recommendations.

Stay informed on industry trends, emerging technologies, and competitive landscape to drive innovation.

Lead project strategies aimed at achieving operational targets and enhancing service delivery processes.

Monitor project timelines, budgets, and resource allocations to ensure successful implementation and project success.

Qualifications

Diploma, Degree, or professional qualification in any field preferred.

Must have at least 6 - 8 years of experience in contact center environment with at least 5 years of team management experience, preferably within e-commerce, quick commerce, or tech industries.

Excellent communication skills in English, both written and verbal, with the ability to effectively communicate with external and internal stakeholders.

Proficient in Google Suite or Microsoft tools.

Familiarity with operations tools and technologies, with the ability to implement and navigate them effectively.

Strong attention to detail and exceptional organizational abilities.

Excellent leadership and team management skills.

Thrives in a high paced, fast-moving environment and can make quick, assertive decisions.

Excellent communication and interpersonal skills.

Analytical mindset to solve complex problems and derive actionable insights from large datasets.

Track record of achieving performance objectives and driving operational improvement

Project management experience is advantageous.

Experience with budgeting and financial management.

Knowledge of COPC implementation.

Six Sigma Green Belt certification.

Basic knowledge of SQL.