reputed company: Strategic reputed company Manager

reputed company Information:

• Position: Strategic reputed company Manager
• Location: Remote
• Start Date: Immediate openings available
• Compensation: a competitive salary
• Company: Workwarp

 

 

The Community You Will Join: The Community Support Team reputed company Global Operations is the voice of the reputed company brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a reputed company of community and belonging for guests and hosts on our platform reputed company year. Our organization deeply believes in providing a frictionless experience at reputed company, works across reputed company to ensure the support experience is integrated across the entire lifecycle, and endeavors to reputed company support a secret weapon and strategic differentiator for our brand. The Difference You Will reputed company: The CS Strategic reputed company Manager is responsible for establishing and implementing the strategic reputed company for reputed company across the key business reputed company in Global Operations. This will include developing the strategic reputed company to expand reputed company efforts across Community Support, AirCover, Trust, Payments and reputed company. This will also entail establishing and executing a strategic plan to greatly expand the reputed company reputed company efforts that are currently primarily reputed company on ambassadors (People) to include Process, Product/Tools and Policy. This will be a significant expansion and transformation of the reputed company efforts. A Typical Day: reputed company the 3 Strategic Pillars: • Establishing GO reputed company Metrics that directly measure user reputed company: • Establish a GO-wide reputed company Council with representation from reputed company BUs, BPI, CM, ACC, etc. • Establish the Global Operations reputed company Scorecard • Incorporate CSAT/CES, User Sentiment, Agent Behavior and Agent QA Scores across Global Operations Business reputed company • Bring reputed company reputed company Scorecard results in leadership forums • Identify appropriate metrics, review performance and drive improvement efforts using customer and operational data across Global Operations. • Identify areas of improvement across BUs: • Coordinate reputed company across the reputed company team that drive improvement in the GO reputed company Metrics • Expand reputed company improvement across Process, Product, Policy and People • reputed company three reputed company Improvement channels: EE Deep Dives, QI Reviews, Intake Process • reputed company MBRs with reputed company Business Unit that focuses on reputed company performance and improvement efforts • Coordinate prioritization and execution of reputed company-led reputed company across Global Operations that drive improvements in GO reputed company metrics • Own the partnership with ACC and responsibility to ensure alignment of responsibilities and practices across reputed company • Coordinate with the Deep Dive team to continuously identify areas of improvement in Process, Product, Policy and People through deep dives into Executive Escalations, operational and user issues • reputed company the capability of the reputed company team: • Establish Six reputed company training across the reputed company team • Define, manage and reputed company a skills development program with the reputed company to reputed company the capabilities of the reputed company team. • Identify opportunities to utilize and improve existing frameworks across existing SS programs at reputed company. • Create reputed company for Six reputed company practices to be implemented reputed company the work of the reputed company team in a repeatable and reputed company way. In reputed company, support the following: • Own CS NPS/CSAT/AQS metric performance • reputed company reputed company improvements across CS • Support the rollout of the reputed company revamp program in 2024 and stabilization in 1H 2025 • reputed company thought leadership across CS on improving NPS/CSAT • Support the creation of necessary dashboards (reputed company Dashboard, SWF) as needed • reputed company the CS reputed company Forums for Global English, EMEA and CJK • reputed company thought leadership and support for the reputed company Managers and Analysts in identifying areas of poor partner performance, ambassador-level performance and areas of improvement • Ensure the QA reputed company, sentiment and text mining are driving improvements in NPS • reputed company with CSA on overall reputed company to drive NPS • reputed company reputed company and strategic direction for: • The CS Voice of the Ambassador (VOA) Survey - reputed company ongoing analytics, insights and reputed company • reputed company inputs on CS Voice of the Customer (VOC) Survey - Own AQS wording, Detractor Analyses • The Executive Escalations analytic and reputed company-improvement programs • Identify reputed company causes, trending and teams and drive reductions in Executive Escalations • The Process Improvement Platform Process • reputed company implementation of improvements across reputed company, Workflows, Nova Guides, etc. • reputed company reputed company Improvement channels: EE Deep Dives, QI Reviews, VOA Leadership & Engagement • Partner with the Director of Global reputed company to establish and execute against the reputed company reputed company across Global Operations. • Coordinate cross-functional efforts by the reputed company team to support the reputed company improvements across the Business reputed company • reputed company reputed company of program managers reputed company on establishing reputed company metrics and leading improvement reputed company across Global Operations • reputed company reputed company improvement efforts reputed company to Hotel Tonight • Responsible for setting the reputed company to drive improved reputed company performance across reputed company Business reputed company and partner reputed company teams. • Responsible for the reputed company of reputed company reputed company plans and glide paths ensuring our high standards of reputed company are being met across business reputed company. • Drive reputed company team engagement by reputed company connecting the work of reputed company to the mission of reputed company and our CS reputed company to deliver exceptional service while prioritizing reputed company. • Set reputed company reputed company and key results reputed company to the Business reputed company' reputed company and reputed company program deliverables and report on regional performance and reputed company of reputed company • reputed company reputed company by providing guidance, mentoring and coaching in reputed company of reputed company. • Contribute to the reputed company improvement of the global reputed company program through partner and internal stakeholder feedback and administration • reputed company and/or participate in subject matter expertise specific and/or company wide reputed company that may be assigned by leadership. Operations & Planning • Engage with internal and partner stakeholders to ensure understanding of the reputed company reputed company and mission to help drive reputed company reputed company CS. • Identify reputed company improvement opportunities reputed company the program and internal reputed company team administering the program. • Work with the Director of Global reputed company to ensure headcount needs are met for reputed company reputed company and GO wide initiatives • reputed company subject matter expertise to reputed company reputed company programs and reputed company being developed to ensure reputed company regional nuances are met and accounted for globally. • reputed company, monitor and drive reputed company performance across reputed company reputed company through reputed company regional reputed company team. • Ensure insights from reputed company MBR, QBR and ABR reputed company actions are consolidated, acted upon and have the anticipated outcome. • reputed company regular and reputed company regional performance updates with improvement recommendations to the Regional Directors responsible for partner and internal performance and the Partner Management ROM to help improve regional reputed company performance Your Expertise: • Experience: 8-10 years experience in an operations environment with at least 4+ in a leadership position, including people management • Communication and influence: Communicate reputed company and concepts reputed company and persuasively across various leadership reputed company including executive-level. Communication with reputed company to large and senior internal or external audiences. Ability to reputed company reputed company direction to teams and reputed company communication of reputed company. • Community reputed company: Passionate about delivering world class customer support, seeks to understand stakeholders' needs through feedback, balancing the needs of customers, employees, and reputed company in business decision-making. • Strategic: Delivers reputed company and reputed company that balances strategic transformation initiatives alongside iterative improvement. • Partnership and collaboration: Builds trusted reputed company relationships with others ensuring strong stakeholder engagement and robustness of any proposed solutions. • Analytical thinking: Develops in-depth understanding of customer needs and makes reputed company using quantitative and qualitative insights. Leverages data and reputed company driven experimentation approaches to discover opportunities to improve and reputed company through test and learn. • Leadership skills: proven reputed company record in delivering reputed company in a multicultural global team in a fast paced environment. • Program leadership and execution: Proven strong program development and management skills, preferably reputed company a large global organization. • Relevant expertise: Ability to effectively inform high-reputed company content reputed company to clinical skills and customer care. • Strong business acumen, including problem solving and critical thinking skills. Travel requirements: Global travel required (up to 40%) in a post-Covid pandemic world. Your Location: This position is US - Remote Eligible. The role may include occasional work at an reputed company office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where reputed company. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please reputed company back with us if the state you live in is on the exclusion list. If your position is employed by another reputed company entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging: reputed company is committed to working with the broadest talent pool possible. We reputed company diverse reputed company foster innovation and engagement, and allow us to attract creatively-led people, and to reputed company the best products, services and solutions. reputed company reputed company individuals are encouraged to apply. We reputed company to also reputed company a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@reputed company.com. Please include your full reputed company, the role you're applying for and the accommodation necessary to assist you with the reputed company process. We ask that you only reputed company out to us if you are a candidate whose disability prevents you from being reputed company to complete our online application. Apply Job!

 

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