Head of Customer Operations
5d ago

Position Title : Head of Customer Operations

Department : Operations

Location : Pakistan

Do you love food and convenience put together? Then you just might love foodpanda.

foodpanda is the leading, on-demand food delivery company in the region, bringing thousands of your best loved restaurants online into your home or office - fast!

We are looking for a highly-driven and motivated Head of Customer Operations to join our fast-growing team based here in Pakistan.

If you are looking for a place where you can gain hands-on experience and create direct impact, then this may be the place for you! The ideal candidate will have a track record as a significant individual contributor as well as a strong team player comfortable working independently, supporting a team, and working closely with the management team to drive the country’s business forward.

The Head of Customer Operations manages and is responsible for optimizing all of our customer interactions across all channels.

Her / his mission is to deliver a world class experience for every interaction we have and doing this in the most efficient and lean way possible for all our customers, restaurants and riders.

All this done in a way that establishes trust for our community, which is of paramount importance and integral to the way different stakeholders experience our product.

The day-to-day also consists of building and fostering strong cross-functional relationships with senior stakeholders across Operations, Commercial, Finance, etc.

along with senior leadership at the BPOs we work with.

Ultimately, the Head of Customer Operations will be held accountable for the full suite of support health metrics (e.g. NPS, contact volumes, etc.

A strong bias towards data balanced with high emotional intelligence is crucial to ensuring the optimal experience for our customers.

Responsibilities :

  • Drive thought leadership both within Operations and across other business lines on all things related to how our customers experience our products
  • Have an obsession for customer-centricity, while solving complex operational issues
  • Pilot and own new initiatives that transform our support operations and improve the level of service we provide; iterating existing support functions and launching new ones that incorporate effort of cross-functional teams
  • Identify pain points and draw out actionable insights to fix root causes and offer magical core experiences
  • Own the end-to-end product experience through regular usability testing for existing and new features
  • Collaborate with other Regional / Functional Leads within the broader APAC Operations team and stakeholders across the business (e.
  • g., Operations, Commercial, Marketing, Finance, etc.) to develop and adopt best practices across the region

  • Reports into the country Operations Director
  • What we are looking for :

  • Masters degree / MBA in business, finance, operations management or any science-related fields
  • Minimum of 5+ years in Consulting, or Contact Centre environment or experience management
  • Outstanding problem solving skills leveraging data-driven insight
  • Exceptional writing and verbal communication skills
  • Ability to work in a cross-functional environment and to lead complex operational initiatives
  • Prior professional experience with optimisation, processes and program / project management is required
  • Experience working in high-volume or extremely fast-paced environment is preferred
  • Strong stakeholder management skills
  • Balance attention to detail with swift implementation
  • A little About Us :

  • We are fast, like mind boggling fast! So if you’re someone who loves ever changing goals and loves optimization, you’re the right fit for us!
  • We love people who can develop things from scratch, own them and then work on improving them.
  • We love what we do, and we don’t rest until we’ve achieved our targets. So if you’re also someone who is driven until the dream is achieved, come join us!
  • Report this job

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form