Site Lead/Head/Vice President - Operations - BPO

Site Lead/Head Of Operations/Vice President

- Community Operations team is dedicated to providing a world class customer support to our Partners, Users and Merchants. We provide support for our community's toughest issue types, handle escalations, and provide an environment that fosters innovation by testing new processes or piloting support programs for categories

- Site Leader 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

Expectations from this role :

- To lead, motivate, and develop high performing teams within a time-sensitive and demanding environment in order to deliver on meeting the team's KPIs.

- You will build and manage an organization that operates with reliable operating standards.

- You will strengthen culture by example and be accountable for the delivery of results by your teams. We are looking for highly engaged people managers and you must be passionate about coaching and mentoring

- You will interact and collaborate with Company's 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

- Takes proactive steps to ensure that best practices are shared across all departments and among the network .

- Works on improving process efficiency and setting up new process required for operations.

- Works closely with support staff (HR Manager, Financial Manager, Facilities Manager, Product and Engineering Managers) to build and secure support and resources for projects and initiatives in his/her area, as well as providing needed support and resources for other staff initiatives .

- Able to address operational and personnel issues affecting functional area. Surface issues with potential to affect multiple functional areas, along with ideas for solutions and share the same with Head of Operations and / or HR.

- Coordinates with Growth and Business team for future plan requirement, to adequately prepare the Operations to meet business needs.

- Drives creation of quality initiatives, process change initiatives and other Lean initiatives to enable functional areas to meet and exceed business plan.

- Responsible for the overall safety, quality and performance and customer experience

- Will set and clarify requirements and expectations for Managers. Measures performance, provides feedback, and holds Managers accountable for their performance and the performance of their departments.

- Excellent communications skills with an ability to convey strategic direction to all levels within the organization and senior leadership.

What You'll Need :

- 10+ years direct management experience, managing teams of 300+ reports including leadership roles

- Experience with performance metrics, process improvement and Lean techniques

- Candidates must be flexible to work a variety of hours as business demands, including overnight, weekends and holidays

- Experience with the full staffing lifecycle, including interviewing, hiring, performance management, promotions and terminations

- Experience with a contingent workforce during peak seasons

- Ability to handle changing priorities and use good judgment in stressful situations

- Project management experience