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At Rapido Solutions Group we are committed to connecting hyper growth businesses with **the best global talent**, allowing customers to scale efficiently and effectively.
**Our objective** is to create opportunities for people to work at American companies from one of the best cities in Mexico, Guadalajara.
We combine in diversity, joy and passion to create a dynamic community that allow our customer to achieve their objectives in the best way.
At Rapido we strive for becoming the best place to work, and that's why we provide a young and vibrant work environment, wellbeing programs, social and environmental activities, and the chance to develop in one of the most important industries of the USA.
You'll be instrumental in scaling our operations from one offshore representative to a team of nine, driving performance, and ensuring the highest quality of load verification for our innovative dispatch product. This role is perfect for someone who excels at developing people, optimizing processes, and isn't afraid to dive in and get things done alongside their team, acting as a true player-coach.
**What will you be doing?**
- Lead and Develop a High-Performing Team: Develop a team of load verification specialists, fostering a culture of excellence and continuous improvement within the Rapido office.
- Drive Performance and Quality: Implement robust performance management strategies, including setting clear goals, conducting regular 1:1s, and providing constructive feedback to ensure team members consistently meet and exceed targets for accuracy and efficiency. Given the evolving nature of our KPIs, you'll also need to manage through change effectively, adapting performance strategies as metrics become clearer.
- Own Training & Onboarding: Leverage initial training materials to design, deliver, and continuously refine comprehensive training programs for new and existing team members. You'll also be responsible for modifying and managing Standard Operating Procedures (SOPs) to ensure clarity and consistency across the team.
- Operational Excellence: Oversee the day-to-day operations of the dispatch ops team, ensuring smooth workflows, adherence to processes, and timely completion of tasks.
- Be a Player-Coach: Roll up your sleeves and step in to handle load verification calls as needed, provide real-time support, troubleshoot issues, and demonstrate a hands-on approach to problem-solving. You should be willing and able to perform any job the team covers.
- Process Improvement: Collaborate with internal stakeholders to identify and implement improvements to current load verification processes and tooling, enhancing team efficiency and overall product quality.
- Reporting & Analysis: Monitor team performance data, generate reports, and provide insights to your manager on team productivity, challenges, and opportunities.
- Load Verification Core Work: Understand and be proficient in all aspects of load verification, including:
- Making outbound calls to brokers to verify load information on behalf of carriers.
- Engaging in clear and concise conversations with brokers to gather comprehensive information on available loads.
- Accurately taking notes and inputting data from calls into internal tools (Retool).
**Why do our employees choose us?**
- **Pay & Perks**: Competitive pay and law benefits from day 1 + above law benefits package: food vouchers, private medical insurance (major and minor expenses), life insurance and savings fund.
- **Great Environment**:Great community spirit; Diversity, Equity, Inclusion, and Belonging Program; Total Societal Impact Programs; continuous training and Team Building.
- **Work-Life Balance**: Wellness & Health programs, On-site Psychologist, Nutritionist, and Doctor.
- **+Plus**:amazing amenities like Ping-Pong table, videogames area, beer on Fridays,Sports teams, and more Monthly activities.
**Requirements**:
- Proven Leadership: 3+ years of experience leading and managing a team, preferably in an offshore environment, with a strong emphasis on performance management.
- Adaptability & Change Management: Demonstrated ability to manage teams through periods of change and ambiguity, particularly regarding evolving performance metrics.
- Training & Development Skills: Experience in designing, delivering, and adapting effective training programs, as well as the ability to modify and manage SOPs.
- Exceptional Communication: Outstanding communication, interpersonal, and phone skills, with the ability to clearly convey information, build rapport, and coach team members.
- Process-Oriented & Detail-Driven: Highly organized with a strong ability to develop and follow structured workflows, ensuring accuracy and consistency.
- Player-Coach Mentality: A proactive approach to identifying issues and implementing solutions, with a strong willingness to jump in and perform hands-on work when necessary.
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