Head of Marketplace Experience
Head of Marketplace Experience
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
The Head of Marketplace Experience is a critical leadership role dedicated to optimizing the endtoend experience for vendors customers and riders with accountability for key service and customer experience metrics. This individual will lead a team of marketplace experience managers and will spearhead transformation initiatives leveraging crossfunctional collaboration to aid the design and implement solutions that reduce friction and enhance overall support experience. The Head of Marketplace Experience will play a pivotal role in shaping operational strategies and customercentric improvements that align with Pandoras business goals.
Whats on the menu: Major responsibilities
Support Experience Ownership and Strategy: Own the entire support experience from design to seamless including footprint and channel strategy for customer experience. Develop and implement solutions that reduce marketplace friction improve policies and drive longterm value and customer satisfaction.
Accountability for Service Operations Metrics: Accountable to all metrics related to Service Operations and Customer Experience including contact rate cost per contact automation rate line of business performance such and customer satisfaction related KPIs.
CustomerCentric & Transformative Leadership: Provide strategic leadership for transformative support experience strategies collaborating across functions and fostering trust at all levels and with local stakeholders. Champion the Voice of the Customer to influence policies and drive enhancements that meet both local and regional needs.
Prioritization and of Customer Experience Enhancements: Establish and prioritize a roadmap for customer experience improvements leading their in a structured datadriven and efficient manner. Design processes that streamline touchpoints and enhance customer satisfaction.
Stakeholder Management and CrossFunctional Collaboration: Build strong relationships with senior leaders and stakeholders leading initiatives that enhance the customer experience and align with strategic business goals.
Qualifications :
Minimum 10 years of experience in customer experience operations or marketplace management with significant leadership experience at a senior level.
Proven leadership experience with a datadriven approach to decisionmaking and a focus on transforming customer experience capabilities.
Strong ability to manage and analyze metrics and KPIs to drive performance improvements.
Experience in fostering a culture of innovation and continuous improvement in customer service.
Expertise in crossfunctional collaboration working effectively with teams across different departments to implement customerfocused changes.
Ability to thrive in fastpaced environments balancing multiple priorities while driving impactful outcomes.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
