Are you ready to help us make the future?As the EcommerceCustomer Operations leader, you will own the end-to-end delivery of strategicprograms that are critical to enabling HBTs ecommerce continued growth. Youwill manage a small group of highly skilled and experienced program managersfocused on delivering strategic programs across HBT and driving operationalexcellence in support of HBT continued growth, spanning strategic planning andoperational improvements across the business and serve as the component owner for the ecommerce platform.You will own and drive the execution of multiple large-scale, cross-functionalprograms with massive executive exposure and the need to deliver.The Titan Programleaders will manage and coordinate the operational aspects of ongoing Customer& Product Support projects. Lead coordinating efforts between projectmanagement and planning, project team, and line management. Review status ofprojects and budgets. Coordinate schedules, and review status reports. Assessproject issues, and develop resolutions to meet productivity, quality, andcustomers satisfaction goals and objectives. Establish mechanisms formonitoring project progress, and for intervention and problem solving withproject managers, line managers, and customers.Key responsibilities:Defines, executes and implements the digital customer touchpoint strategy for customer types, driving long-term profitability and increased levels of customer satisfaction through our online channels.Manages the program leaders driving the end-to-end digital customer experiences differentiated by customer type persona leveraging VOC insights and suggesting UX /CX changes as necessary.Executes roadmap that meets or exceeds annual operation plan (AOP) for KPI’s revenue, profitability, customer acquisition and transaction deflection.Drives the overall Titan project plan and continuously grooms use cases to meet sprint deadlines to ensure continuous improvement while remaining within budget.Prioritizes Titan capabilities to meet customer type needs and business requirementsSupport adoption of customer type across all channels by managing day to day operations goals are satisfiedWorks with GBE leaders to gain alignment on strategy, priorities, and execution providing regular updates to stakeholders within the leadership team.Embody and execute on our ‘think big’ guiding principle to drive continuous improvementYOU MUST HAVEBachelor’s degree or equivalent work experience6+ years of project and program management experience, with a successful track record executing highly visible and mission-critical projects and programs in the tech industry3 years of previous people leader experience who inspires and motivates their team to drive results and adopt new business strategiesPMP certification a plusWE VALUEProfessional leader who is skilled at managing competing priorities in a fast-paced environment Solid experience driving and releasing changes impacting internal processes, products, and customersCompletes regular status reports as required specific to milestone completion, general status reporting, findings, actions and recommendations presentations, and others as required.A polished presenterA positive team player with proven ability to motivate and lead their teamHigh energy and enthusiasm to drive large-scale transformations in a high growth companyWe are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Ecom Customer Operations Leader in Bucuresti
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