- Detailed analysis across the full customer journey to understand and highlight optimisation opportunities.
- Recommend automations and process changes and automations to drive efficiency internally and externally for Reebelo, customers and vendors.
- Contribute to the platform product development through creation of new feature specifications, testing and validating new platform features
- Project management and reporting across operations projects to ensure on-time delivery and accountability.
- Communicating with senior managers about the status of projects and providing updates on progress
- Evaluating the success of process improvements by monitoring metrics such as customer satisfaction, Resolution times, CS Productivity, CTOR, single touch tickets, customer self service rates, and complaints from customers
- Continuous analysis of CS and operations data regarding vendors on Ops / Quality / Processes related topics in conjunction with the Vendor/BD management team.
- Own all processes documentation and ensure it is up to date at all times
- Coordinate / project manage the roll out of new processes and system changes within operations. This includes ensuring testing, training materials, and training is coordinated internally and externally with vendors as needed.
- Minimum 5 years experience in eCommerce process improvement / operations / process analysis roles or equivalent
- Strong understanding of customer service and operations data / metrics
- Ambitious candidate with start-up mindset
- Based in Brooklyn New York, ideally
- Familiar with Lean Six Sigma, Agile methodologies or Business Process Reengineering (BPR)
- Bachelors degree in business or equivalent education
- Previous startup or e-commerce marketplace experience a big plus
- Zendesk (or similar ticketing systems) experience / automation is a big plus
- A solid team-player who can grow & motivate a team
- A strong focus on Customer Satisfaction
- Birthday leave
- Competitive salary
- Health, dental and optical insurance
- Hybrid work environment
- Ownership of your own projects
- Team events & a great culture
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Operations Process Improvement Manager - New York, United States - Reebelo
Description
We are looking for a hands-on Operations Process Improvement Manager who can improve Reebelo's customer service and operations through a highly data driven / analytical lens to identify process improvement opportunities and automations to deliver efficiency across the company, our vendors and best in class customer experience. This includes working directly with customer service, logistics and cross functionally with vendor management, finance and product development teams. You will be reporting directly to our company's COO and work together with a highly motivated team globally.
Create The Circular Economy With Us
At , we empower customers to buy their favourite tech devices in a more sustainable way. Our mission is to refresh the way we all consume tech, delivered through a platform built on sustainable values and quality-assured devices. We are looking for motivated team members like yourself with an innovative mindset. In 2 years we launched 7 countries, raised $50M from top investors and scaled to 8-digit gross sales. Change the world, and supercharge your career with Reebelo
At Reebelo, we value the balance between in-person collaboration and the flexibility needed to live our daily lives. Our team operates on a hybrid model, requiring 2-3 days of office per week. This role is located in Brooklyn, NY.
Your typical day may include:
We'd love to have a chat with you if you have:
How we take care of you:
We understand that experience comes in many forms so if your experience is close to what we're looking for, please don't hesitate to apply — we'd love to hear from you
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