Rider Experience Lead - Customer Excellence & Admin,
TẦNG 4-5-6, TÒA NHÀ CAPITAL PLACE, SỐ 29 ĐƯỜNG LIỄU GIAI, PHƯỜNG NGỌC KHÁNH, QUẬN BA ĐÌNH, THÀNH PHỐ HÀ NỘI
Thoả thuận
Ngày cập nhật: 25/10/2023
Hạn nộp hồ sơ: 10/05/2025
Kinh nghiệm:
Chức vụ: TRƯỞNG NHÓM
Yêu cầu bằng cấp: ĐẠI HỌC
Yêu cầu giới tính: Không yêu cầu
Số lượng cần tuyển: 1 nhân viên
Hình thức làm việc: Toàn thời gian
Ngành nghề: QUẢN LÝ - ĐIỀU HÀNH
Địa điểm làm việc: HỒ CHÍ MINH
Mô tả công việc
- Take charge for performance and capability of team members in responsible area
- Lead & manage communication plans for riders when the policy changes.
- Lead and execute engagement strategies, prioritizing the right projects to meet riders’ needs.
- Analyze KPIs, identify fraudulent behaviors, and propose process and service improvements
- Maintain complaint and nonconformance processing, investigate product complaints or quality issues, and develop complaint and inspection procedures
- Propose process and service improvement suggestions related to Riders by identifying Rider's pain-points and provide suggestions to simplify processes and optimize performance.
- Motivate, coach team members and ensure their KPIs are achieved; Work closely with team leads and develop Rider’s quality through ongoing coaching, mentoring and career discussions.
- Lead and manage other ad-hoc projects assigned by the Leadership.
Yêu cầu công việc
- Bachelor’s degree in economics, Finance, Accounting or related fields.
- 5+ years of relevant experience in operations management or similar role
- Experience managing teams and leading day-to-day operations.
- Experience in quality assurance, complaint handling, and root cause analysis.
- Familiarity with regulatory requirements related to rider operations and quality control.
- Strong communication and interpersonal skills to effectively manage communication plans for riders and work with team members, management, and external stakeholders.
- Excellent problem-solving skills and the ability to identify trends and propose solutions to improve rider experience and prevent fraudulent behavior.
- Ability to work independently and take ownership of projects while also being a team player and collaborating effectively with others.
- Able to drive and implement ideas to present findings in a fast-paced environment.
- High sense of responsibility, careful, eager to learn, integrity.
Quyền lợi được hưởng
Direct exchange in the interview
