As a Support Operations Manager your mission is to develop, scale and manage our support team in close partnership with our outsourced support vendors. You will ensure that we have a support network that is optimized to deliver a world-class support experience for our members, customers and partners. If you’re a structured thinker and an analytical problem solver, who excels at balancing strategy with execution, come join us!
Your responsibilities will include:
- Managing BPO vendors for day-to-day operations and service delivery metrics including running weekly business reviews, QA calibrations, and workforce management syncs
- Determining resource allocation for effective moderation, improving the quality of moderation operations, and ensuring a positive support experience for neighbors
- Helping to develop our overall sourcing strategy: who we partner with and who does what kind of work when, where, and how
- Managing, coaching and mentoring two direct reports to build processes to scale and drive operational excellence
- Ensuring top issues are addressed in a timely manner through cross-functional collaboration as well as advocating for the user and driving enhanced user experience
- Leveraging data and insights to identify opportunities to improve the speed, quality, efficiency, effectiveness and customer experience
- Collaborating with Trust & Safety Engineering teams on various projects, including tool development, research and experimentation, and data and analytics
- Working with our training team to develop training and procedures for frontline agents and with our policy team to ensure guidelines can be enforced in a scalable fashion