Strategy & Operations Manager (Customer Experience)

hace 5 meses

City, México Revolut A tiempo completo

Office: Mexico CityAbout Revolut

People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we've helped 40+ million customers get more from their money. And we're not done yet.

As we continue our lightning-fast growth,‌ two things are essential to continuing our success: our people and our culture. We've been officially certified as a Great Place to Work in recognition of our outstanding employee experience So far, we have 10,000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

At Revolut, we do Ops differently. Our hyper-talented Operations experts don’t just keep things ticking over. They're given the most complex, hard-to-solve problems in the business. Then they create elegant, scalable solutions that keep pace with our ambitious growth plans. Without our Ops team, we’d be following the herd, not leading the pack — and that’s a place we never want to be

If you’re a superstar Ops Manager, keep reading

If being asked to solve the toughest problems our global FinTech has to offer excites you rather than scares you, keep reading

If you’re not afraid to roll up your sleeves and dive into the nitty-gritty of every area of a business with 40+ million customers, keep reading

Watch this video from our team members about what goes into being a Strategy & Operations Manager at Revolut. If you want to gain unparalleled experience at a leading fintech company, tap the link below to apply

What you’ll be doing
- Building mechanisms to listen to the customer and deliver best in class business offerings
- Optimising and scaling Customer Experience processes and working with the Global Teams on devising detailed playbooks, product integrations and air-tight execution of Revolut products
- Working closely with the global chat team to build out the support playbook
- Continuously benchmarking against new and existing training methodologies, tools, and processes to drive training capabilities
- Developing a process for improving user Customer Satisfaction (CSAT) without sacrificing quality parameters
- Demonstrating excellent business analytics to perform root-cause analysis activities
- Driving continuous support improvement through innovation, including working with product and engineering teams to develop better tool and scalable services
- Interacting frequently across different teams to discuss complex topics and issues to improve the customer experience
- Consulting with Product Owners to map out any upcoming changes that'll affect the quality of service provided to users on chat support/complaints handling

What you'll need
- 3+ years work experience in a fast paced, high-growth environment
- To be based in Mexico City or willing to relocate
- Experience managing customer facing teams in a fast-paced environment
- In-depth knowledge of the Mexico Financial services front-to-back product cycle, especially with onboarding and settlement
- Deep understanding of quality, programme design, implementation, delivery methods, and processes
- Ability to make a good business case and convince people to help you execute
- Experience working with cross-functional teams across multiple time zones
- Curiosity by nature and interest in making an impact
- Ability to break complex problems into smaller ones and enjoy working with data to facilitate your work using tools such as Excel
- Knowledge of Customer Journey, and the impact on the experience through Customer Support

Nice to have
- A STEM degree (Engineering / Physics / Mathematics / Chemistry / Economics / Finance)
- Data tools experience SQL / Python / R
- Start Up / Tech / Consulting Experience

**Benefits at Revolut**:

- No ping pong tables or bean bag chairs, just benefits you actually want

**Get what you need to succeed**:
- Financial benefits that show we value your work
- Medical insurance for you and your close ones
- Flexibility to work from home, the office or abroad
- A free Revolut Metal subscription loaded with perks
- Exciting events year-round so you can get to know your team- Check out all the benefits at Revolut- Discover our values
- We believe that any success at Revolut comes from two things: our people and our culture. Our culture is our DNA, it defines who we are, how we operate, and how we handle disagreements with each other. We operate, hire, develop, and promote brilliant people based on the values below.
Culture

Get It Done
- Revoluters always push through We stopped listening to excuses a long time ago - we care about results. We believe that grit, determinat

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