Key Responsibilities:
1. Strategy Development and Execution
a. Strategic Planning: Partner closely with the Senior Director and leadership team to shape the CX & Service Operations strategy, ensuring alignment with company priorities and financial targets.
b. Translation to Execution: Convert strategic priorities into clear roadmaps, initiatives, and OKRs across Service Operations.
c. Prioritization: Support trade-offs and decision making by bringing structure, data, and clear recommendations to leadership.
2. Chief of Staff and Governance
a. Operating Cadence: Own and run core governance forums, including MBRs, QBRs, leadership reviews, and All Hands.
b. OKR Management: Track progress against OKRs, ensuring clear ownership, visibility, and accountability across teams.
c. Executive Support: Act as a thought partner to the Senior Director, preparing materials, defining narratives, and ensuring alignment ahead of key decisions.
3. Cross-Functional Program Delivery
a. Project Leadership: Lead and drive highly complex, cross-functional initiatives across Product, Finance, Marketplace, Vendor Ops, and Support teams.
b. Execution Tracking: Ensure initiatives are delivered on time, with clear milestones, risks identified early, and mitigation plans in place.
c. Problem Solving: Act as the escalation point for key blockers, driving resolution across teams and senior stakeholders.
4. Performance Management and Insights
a. KPI Ownership: Track and analyse core operational metrics (CSAT, contact rate, cost per contact, cost to onboard, automation rate, etc.) to identify performance gaps and opportunities.
b. Insight Generation: Translate data into actionable insights and recommendations to improve both customer experience and cost efficiency.
c. Reporting: Deliver clear, concise updates to leadership on performance, risks, and progress against strategic priorities
