Operational Excellence Manager

hace 2 semanas


San Francisco, Heredia, Costa Rica Uber A tiempo completo

We are looking for an exceptional Operational Excellence Manager to join our Enablement Community Operations Org.

The successful candidate will be responsible for developing and implementing operational frameworks, processes, and governance definitions to drive our team's growth and maturity.

CURRENT PROJECTS:

  • Voice of the Customer Program
  • Policy & Customer Journey Frameworks
  • Operations Outage Frameworks
  • Experiments 101 - Help Center & IVR Foundations
  • New Product Launches
  • Agent Training Curricula

About this Opportunity:

This role offers a unique chance to apply your customer experience expertise to drive operational excellence and make a lasting impact within our organization.

Your Key Responsibilities:

  1. Establish the Operating Model (BOM) vision for our LATAM CommOps
  2. Collaborate with strategy teams to enhance our current diagnose and address missing pieces from the BOM
  3. Develop a methodology to define and measure OKRs for reporting progress on operational capabilities
  4. Partner with collaborators within the LATAM Support Org to identify current difficulties hindering agile and effective delivery
  5. Owning an existing portfolio of projects, ensuring deliverables, documentation, and strategy alignment, preparing Executive presentations and connecting
  6. Serving as the go-to person for PMs to support design, implementation, and follow-up on current projects, bringing previous experience as a customer experience specialist
  7. Partnering with Strategy and Analytics and Insights team to understand operational implications and customer behavior to define priorities

What We Require:

  • English business proficiency and Spanish or Portuguese
  • +5 years Proven Customer experience Program Management skills in complex organizations
  • Continuous Improvement Leadership: ability to lead and guide initiatives to gather, develop, and disseminate knowledge leading to enhance efficiency and interpersonal leverage
  • Deep understanding of operational metrics and link to business metrics
  • Effective at implementing organization-wide programs and initiatives through teamwork across functions, geographies, and organization levels
  • Demonstrated experience leading sophisticated programs/portfolio of solutions
  • Excellent written, verbal, and visual communication skills, and demonstrated ability to influence and gain consensus at senior levels, explaining complex concepts in simple terms
  • Relentlessly hard-working for internal downstream customers and external Community users

Bonus Points If:

  • MBA or graduate degree in related field preferred
  • PMP Certification - any project management certification
  • CX Certified or COPC Certified


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