Customer Care Operations Manager – Process Automation

Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative? Join our dynamic team as a Customer Care Operations Manager - Process Automation.

What will you do:



* Develop and document Standard Operating Procedures (SOPs) for the Process Automation operation to ensure consistency and compliance.


* Establish and monitor Key Performance Indicators (KPIs) to quantitatively measure both operational performance and individual agent effectiveness.


* Track and ensure consistent achievement of all Service Level Agreements (SLAs) and productivity targets through regular performance reviews and reporting.


* Initiate monthly cross-departmental meetings to strengthen working relationships, facilitate knowledge sharing, and drive collaborative problem-solving across the organization.


* Provide targeted coaching and mentoring to team members to promote skill development, engagement, and continuous improvement.


* Identify operational constraints that hinder goal achievement and lead to collaborative efforts between the Front Office and Supply Chain teams to implement effective, measurable solutions.


* Collaborate with peers and support functions, including Training, Quality, and Continuous Improvement to define strategic objectives, create actionable plans, and ensure seamless operational continuity.


* Partner with the Digital Transformation team to identify, pilot, and scale digital solutions that reduce process time by 20 percent and increase customer satisfaction scores, driving measurable improvements in both efficiency and customer experience.

What will make you successful:



* Educational Background: Candidates must possess a bachelor's degree in an engineering discipline.


* Professional Experience: A background in supply chain operations or customer care operations is essential.


* Candidates should also have proven management experience, demonstrating their expertise and ability to excel in this role.


* The ideal candidate will maintain a positive attitude and display intellectual curiosity paired with a passion for learning.


* Strong negotiation skills to effectively drive initiatives and achieve desired outcomes.


* Ability to manage multiple projects simultaneously and prioritize tasks efficiently.


* Self-directed and adaptable, possessing an agile mindset.


* Fluency in English, both verbal and written, is required.

What's in it for you:


* Lead a diverse team in shaping customer experience excellence across multiple channels


* Develop your leadership skills while driving organizational change and innovation


* Build strong relationships with key stakeholders across global operations


* Access to professional development and growth opportunities


* Make a meaningful impact on customer satisfaction and business success

Le...