• Managing relations and cross-functional tasks with Account Management, Sales, Finance & Customer Care departments.
• Listen attentively to the voice of Itruck’s community and provide feedback to the rest of the company.
• Lead a team of front-line support representatives to provide world-class support to our community of users.
• Handling escalations and negotiations with Factories and carriers.
• Lead the design and setup of all the processes and engagement rules revolving around Customer Care and all involved parties.
• Accountable for all operational elements of the whole shipments and ensure operational excellence with regards to customer & carriers experience, and channels / instruments efficiency.
• Build strong and deep relationships with the ride hailing business operations to streamline capabilities and leverage mutual benefits.
• Support the ongoing product evolution road map by providing input to features enhancements that would automate & streamline operations.
• Be a passionate advocate for all carries partners and answer any questions that come your way in a fast moving environment.
• Make strategic decisions to prioritize within functional area; guide and set goals for the overall team.
• The Operations team owns functional business strategies as well as local market strategies, and your team will be responsible for monitoring, correcting, and executing business processes.
• Review monthly Logistics reports and give feedback to all operations staff, Department Managers and other key staff as needed.
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