Manager Customer & Rider Experience
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الوصف الوظيفي Summary: The job will be instrumental in shaping the customer experience for our end-users who are ordering the food and for the Riders on the platform. The work will be focused on: ● Supporting the teams to build solutions for a seamless experience to all our customers. ● Being a strategic partner to the regional and cultural teams by funneling insights on key issues & initiatives. ● Liaise with Delivery Hero teams on key initiatives and ensure regional alignment. Core Responsibilities: ● Support riders in optimizing the delivery experience (delivery zones definition, delivery time, Rider training, Rider app, Rider incentives, Rider payments, Rider fraud, etc.) ● Optimize Talabat’s customer’s experience (product, bugs and outages, promos, launches coordination, fraud, etc.) ● Provide guidelines to the support teams on the SOPs that will be adopted in line with the experience we aim to achieve for our customers ● Streamline the process for bugs, outages reporting and monitor quality. Provide guidance to support teams while pushing for fast resolution with the product and engineering teams ● Lead key projects in a matrix organization to push towards achievements of team’s KPIs ● Collect insights from the support teams and funnel them to the central and ops teams for actioning ● Build surveys with Delivery Hero, own reporting for NPS survey results, monitor SLAs and CSAT for support teams ● Build dashboards to track performance, forecasting, run deep dives, etc. ● Work as a strategic partner with different teams across the company on key initiatives to improve the experience on existing operations and new launches. المهارات An ideal candidate for this role would have: ● 5-6 years of total experience in consulting, finance and/or startup operations. ● Stakeholder management experience ● Strong Arabic skills (spoken, read and written) ● Strong analytical skills (forecasting, modeling, etc.) ● Strong Influencing skills ● Robust SQL experience ● Proven experience in process optimization ● Influencing skills - need to be able to push stakeholders to make changes with no ownership of their own KPIs تفاصيل الوظيفة https://www.bayt.com/ar/uae/jobs/manager-customer-rider-experience-4171241/ |
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