Lead - Community Operations - Internet/Online

Community Operations Lead

- Is responsible for all budgetary, people development and operations objectives of the Community Operations ORG. Additional responsibilities include managing and leading a team of Operations and Team Managers, coaching and mentoring the team to ensure performance objectives are met, building positive employee relations and building leadership bench strength within Community Operations

KRA :

- You will interact and collaborate with leadership, constantly improving our level of service to customers - whether through exceeding on agreed service levels, suggesting improvements to support logic, or designing structures to best run our support operations.

- You own the customer experience through our resolution channels. You will be responsible for achieving overall satisfaction of our customers along with compliance

- Leading and managing 6-9 direct reports and 300+ indirect reports

- You are responsible to drive continuous process improvement to deliver a world-class experience every time, all the time.

- Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, and other Change/Six Sigma initiatives to enable the Functional Areas to meet and exceed Business Plan.

- Sets / clarifies requirements and expectations for all the Operations managers. Measures performance, provides feedback, and holds Operations Manager accountable for their performance and the performance of their lines of business.

- Leverages the Managers by sourcing and nurturing ideas, and rolling them into the creation of improvement plans for the functional area