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Director, Live Operations, Customer Experience

Rappi

Rappi

Customer Service, Operations
Multiple locations
Posted on Tuesday, April 16, 2024

Hey, it's time for you to join us showing the world we are the company that is changing paradigms, where we revolutionize the hours, minutes and seconds!

Do you want to know why Rappi?

⭐️ WE SEE OPPORTUNITIES where others see problems

⭐️ WE SEE CLOSE where others see distance

⭐️ WE SEE ADRENALINE where others see pressure.

Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender, race, sexual orientation, religion, nationality, age, disability, training or experience.

Did you like what you have read so far? Find out how you will deliver magic together with us through your Rappi mission 🧡

Check out how it will impact our ecosystem:

As the Director of Live Operations CX at Rappi, you will be responsible for leading the creation, scaling, supervision, and ensuring operational excellence in our agent customer support service for users, delivery partners, and allies in all 9 countries where we operate, including 8 Spanish Speaking countries and Brazil. Additionally, you will manage a hybrid model of subcontracted operations teams and internal staff, ensuring effectiveness and efficiency in service delivery.
You will lead a multifunctional management team tasked with ensuring an exceptional service experience, working closely with various stakeholders such as product teams, fulfillment, local operations, country managers, and CX strategy team. You will be responsible for ensuring the satisfaction of the Users, Couriers and Merchants as they interact with agent support. This will involve proposing and aligning the best tools, processes, and automation opportunities to enhance efficiency and satisfaction for both agents and end users.
Your role will encompass strategic and innovative management of partnering with different call center or BPO providers, as well as managing multiple verticals and lines of business. Additionally, you will have the versatility to work with various CRMs and lead a multichannel management operational model, especially focused on chats. Alongside your team, you will be the internal voice representing the needs and concerns of our end users and agents.

As part of Rappi, you will be responsible for:

Responsibilities:

  • Create, define, and lead Rappi's service standards and processes, translating them into measurable and actionable assessments to ensure quality and efficiency in agent support service

  • Ensure that support services are consistent, compliant, and aligned with Rappi's standards and end-user expectations

  • Define and manage quality control activities for the subcontracting and internal management model

  • Analyze issued and perceived quality results to carry out appropriate corrective procedures

  • Build, coordinate, and lead a strong collaboration model with subcontracting partners

  • Gather insights into factors driving low performance, whether at the agent, process, or customer experience (CX) level and drive improvements

  • Ensure that all initiatives, product decisions, and actions of different teams are aligned with the needs, expectations, and satisfaction of end users (Couriers, Users, Partners)

  • Clearly communicate organizational expectations and goals to your team, motivating them to meet them and fostering maximum performance. Cultivate a positive and collaborative work environment, actively promote teamwork, professional development, and employee engagement

  • Supervise, analyze, and manage various key metrics:

    • DSAT (Customer Dissatisfaction) and CSAT, ensuring a positive and lasting experience in terms of quality

    • Monitor FCR (First Contact Resolution) and Resolution Rate

    • AHT (Average Handling Time), SLA (Service Level Agreement), and FRT (Customer Response Time) to optimize operational efficiency

    • Analyze metrics such as Cancellations, Compensations, and Contact Rate to identify areas for improvement and innovation opportunities in the business

This role demands a unique combination of skills, including strong leadership, expertise in operations management, data analysis, and a clear customer orientation, all supported by a strategic vision and a growth-oriented approach. To achieve the goals, you are expected to have the ability to develop high-performing teams.


    Good and now, what are the requirements for me to be part of this neon universe?

    Requirements:

    • Fluency in English (mandatory), Spanish (mandatory), and Portuguese (an advantage)

    • Candidates located globally are accepted. Preference will be given to candidates from Colombia, Mexico, and Argentina.

    • 5+ years in managing customer service operational teams

    • 8+ years of people management experience

    • Strong strategic focus and customer orientation with a clear understanding of broader issues affecting relevant markets

    • Established track record of exceeding goals, KPI SLAs, and high levels of customer satisfaction

    • Capable of interpreting MI/BI and developing strategies and making recommendations

    • Change management experience and track record of successful implementation of new strategies with the team

    • Ability to influence and build cross-functional relationships

    • Excellent communication and negotiation skills

    • Bachelor's or Master's degree in Business, Engineering, or related field

    • Able to adapt and succeed in a changing environment

    Worker type:

    Regular

    Company:

    Rappi Technology Colombia

    For more information check our website https://about.rappi.com/es and check our reviews on Glassdoor https://acortar.link/Eqm07Q

    we are waiting for you to build and deliver the magic together! #Rappi 🧡