Customer Operations Manager

Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos¿Quieres saber por qué Rappi?- ️ VEMOS OPORTUNIDADES donde otros ven problemas;- ️ VEMOS CERCANIA donde otros ven distancia;- ️ VEMOS ADRENALINA donde otros ven presión.Únete a un equipo donde todos somos capaces de TODO, donde todos tenemos las mismas oportunidades, sin importar género, raza, orientación sexual, religión, nacionalidad, edad, discapacidad, formación o experiência.¿Te ha gustado lo que has leído hasta ahora? Descubre cómo entregarás magia junto con nosotros a través de tu misión RappiCheck out how it will impact our ecosystem:Lead the front line’s operation with the customers, making and giving the best experience EVER, always putting the customer first in all of our decisions in the daily operation, building, improving process and talking with the stakeholders to build the build and document all the process to achieve itComo parte de Rappi, serás responsable de:- Planning, execution and strategy of the entire front line operation, making decisions daily to improve the indicators.- Demand and staffing planning for the operation, ensuring the correct staffing to attend, you should follow the operation daily, making the inflow of complaints and capacity consistent and scalable- Create and improve new process to help the Personal Advisor to deliver the better service- Ensure the best On Boarding EVER, granting the less possible time and selfservice learning- You will be in charge of the front line operation, QA, demand planning and training, always Evaluating key performance indicators to identify progress toward customer service goals- Lead and motivate your team, exploiting the potential of each one to achieve KPIS- Ensure that printing capacity and supplies for card delivery are in line with placement goals- Generate 100% traceability of cards delivered by parcelAlways.- Seeking the best market practices in terms of training, delighting customers, and the best tools for operations.- Taking a builder role in the company, always being critical and auto critical and seeking how to do it better- Preparing and being part of meetings results with finance, growth, and CX- Being a real business partner- Developing the logistics team, reaching the impossible- Coordinating the monthly and weeklies reviews with logistic team- You will be the company's eyes and ears, listening and understanding the customers' needs in order to turn them into reality.- You thrive every day on doing things differently, continuing to innovate in the Customer Experience industry worldwide.- You are passionate about delivering unique and WOW experiences to customers.- You have an obsession with quality and excellence in customer service.- You will ensure the correct analysis and implementation of processes that improve operations and enhance the customer experience.- You will generate insights that allow the business to continue growing in Mexico.- Requirements:- Degree in industrial engineering or business administration (An MBA, Specialization or Master is a plus)- 4-6 years in Operations, improving customer experience process, collaboration with other areas and influencing them to achieve the goals. Experience in staffing planning is necessary.-- Minimum 1 year of experience managing (Being MANAGER) a Customer Experience/Service/Support/Success area, handling some metrics: CSAT, NPS, FCR, resolution time, productivity, and working with the UNE.-- Experience in startups or financial entities is desirable.-- Knowledge and experience managing relationships and issues with CONDUSEF and PROFECO, through the UNE.-- Experience managing high-performance teams focused on results.Bien y ahora, ¿Cuáles son los requisitos para que yo sea parte de este universo de neón?Software:- Deep understanding of google sheets (pivot tables) and SQLLanguages:- Spanish 100%- English 70%**Skills**:- Analytics skills- Think outside the boxTipo Empleador:RegularEmpleador:Tarjetas del FuturoPara más información consulta nuestra pagina weby revisa nuestras reseñas en GlassdoorTe esperamos con mucha ansiedad y brillo en los ojos para entregar magia juntos_#Rappi_