Quick Commerce Marketplace Experience Lead

Feladatok

• 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.
• 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.
• 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.
• 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.