Influence the design of services and products early in the development process
Ensure the voice of frontline teams is included at every stage of development
Support global operations managers in driving and managing performance
Coordinate and lead key implementation meetings
Foster a culture of robust and effective performance management
Lead performance management and operational improvement initiatives
Provide strong leadership on critical issues
Leverage root-cause analysis and a deep understanding of metrics and behaviors
Create performance management playbooks, training programs, and onboarding plans
Help establish career frameworks for teams
Lead management summits and collaborate with key stakeholders

More than 10 years of progressive experience in call center or customer service operations
A bachelor’s degree in business or sciences is required; an MBA or equivalent master’s degree is strongly preferred
Proven experience translating overarching goals and strategy into actionable plans and driving strategic initiatives through influence and stakeholder management
Exceptional communication and collaboration skills
Strong organizational skills and resourcefulness
A deep understanding of data-driven customer service operations
Experience working in large-scale global teams and thriving in dynamic environments
A strong work ethic with a proactive approach
High cultural competence and a commitment to diversity and inclusion
Ability to work weekends and participate in on-call rotations as needed

Community Support Excellence Manager

Key skills