We are looking for an experienced CTM Service Leader to join our Customer Operations Department.
Job Responsibilities
сreating smooth support processes for corporate partners in the matrix structure;
working-out a strategy of building a high quality service for corporate partners within the org structure of the department;
сommunicating with:
the Commercial department about the bottlenecks of working with corporate partners and helping to find smart solutions that suit the commercial needs on the one hand and do not ruin the operational processes on the other hand;
corporate partners daily regarding deals, client management and communication;
the Operational leaders in terms of building new processes to assist partners in a more efficient way;
analysing operational processes in terms of their correspondence to the commercial needs and service standards;
helping Operational managers monitor the efficiency of the managers and processes, participating in reorganization to the level structure;
investigating customer support of other companies;
reviewing the satisfaction metrics and detractors and making necessary changes in the processes and communication in order to eliminate them.
Key Qualifications
strong leadership, experience in managing a large team;
experience working with corporate clients;
the ability to process large data volumes (read dashboards, present data in graphs, make data-driven decision);
confident user of MS Office (Word, Excel, PowerPoint);
fluent in English (C1-C2);
SQL knowledge would be an advantage.
We Offer You
100% official salary;
remote work format;
flexible working hours — we don’t require you to be online or in the office at 09:00 sharp;
interesting and ambitious tasks that will take you to the next professional level;
