Major Responsibilities:
End-to-End Vendor Operations & Performance
Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace.
Manage ground-level operational teams, taking direct responsibility for their performance, productivity, and output.
Ensure all operational targets are met with the highest standards of quality, implementing course corrections where necessary to maintain service excellence.
Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction on the platform.
Support Experience Ownership & Strategy
Own the entire support experience, from design to execution, including footprint and channel strategy.
Develop and implement solutions that drive long-term value, improve policies, and increase customer satisfaction.
Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven, and efficient manner.
Accountability for Metrics & KPIs
Maintain full accountability for QComm Service Operations metrics.
Monitor and drive line-of-business performance and all customer satisfaction-related KPIs.
Champion the "Voice of the Customer" to influence policies and enhancements that meet local and regional needs.
Stakeholder Management & Transformative Leadership
Provide strategic leadership for transformative support strategies, fostering trust with local stakeholders and regional senior leaders.
Lead cross-functional initiatives to align operational improvements with broader strategic business goals.