Lead Support Operations

hace 1 semana

Ciudad de México APLAZO, S.A. DE C.V. APL200511RL7 A tiempo completo

**Role’s Mission**This position sits within the Central Operations team, a team focused on building extraordinary and scalable experiences through data analysis, process improvement and product championing to make our users and merchants LOVE USThe role’s mission is to drive a positive customer experience by implementing effective support strategies both reactive and proactive, leading cross-functional initiatives, while maintaining high standards of operational excellence.We are looking for a sharp, highly motivated leader who is passionate about analyzing and solving complex problems while putting our customers first.**Key responsibilities**- Lead and develop a team of 10 operations managers / coordinators.- Define and execute the customer support strategy for the next 12 months including the definition of “Where we play”, “How we win”, OKRs and org structure all of this to maximize value for users and merchants.- Analyze data to identify problems / opportunities, pin down on root causes, design and implement scalable solutions. We are not just thinkers, we are doers- Project manage multiple initiatives by working and coordinating with cross-functional teams such as Credit, Fraud, Marketing, Growth and Product.- Actively participate in strategic conversations with other areas of the business that will define what we’ll do and how we do it.**Requirements**:- Must have- 8+ years of demonstrated work experience in a high paced environment in consulting and/or operations.- 3+ years of demonstrated working experience in managing teams.- Passion for seeking complex, challenging and ambiguous problems that warrant ambition and perseverance.- Strong problem solving skills rooted in data-driven insights that guide sound decision making.- Strong project management and stakeholder management capabilities.- Good communication skills that will allow you to clearly explain your work and to participate in constructive debate.- Nice to have- Proficiency in SQL.- Proficiency in Python, R or another programming language.- Background in Fintech.- Background in Support operations.- Languages- Spanish (full working proficiency)- English (full working proficiency)

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