Care B2C Escalations Team Lead
Care B2C Escalations Team Lead
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
About GetYourGuide
our careers website to learn more.
Team mission
Our mission is to minimize negative customer experiences by addressing complex or sensitive cases with advanced Care skills prioritizing empathy qualitative issue resolution and reducing outlier cases to enhance overall customer satisfaction.
You will:
- Lead a group of 1015 B2C Escalations Specialists to achieve continuous outstanding operational team performance
- Provide strong leadership and foster professional growth and development of your direct team members
- Define the team metrics and priorities and ensure against targets
- Drive continuous improvements in our operational processes.
- Initiate and contribute to projects aimed at establishing and refining operational workflows focused on scale and automation in close collaboration with Care and nonCare teams
- With our internal vendor management team remotely comanage an outsourced team at one of our vendors
- Manage crossfunctional projects with key stakeholders across Care and nonCare teams such as Risk & Fraud
- Own and manage projects and high impact initiatives focused on scale and automation to drive growth and innovation for the team
- Drive the overall strategy of the Escalations function in collaboration with the Senior Manager of Inhouse Operational Excellence; ensuring alignment with our broader organizational goals
Who you are
- An experienced people manager skilled at leading a large operational team 1015 team members)
- Experienced in a high performance operational environment ideally in a marketplace company
- A selfstarter with excellent business acumen to set the teams strategic direction define priorities across inhouse and outsourced vendor teams
- Proficient in creating and optimizing processes particularly in fastgrowing environments.
- Comfortable with data and tools such as Google Sheets and Looker
- You have a knack for bringing out the best in your direct reports with a leadership style characterized by a supportive and performancefocused approach
- Excel at managing crossteam projects across multiple stakeholders
- You are flexible excited by change and able to adapt to evolving business needs
- Excellent communication and presentation skills
- Prior experience in ecommerce and B2C operations is highly desirable
How we set you up for success:
- Invest in your development with an annual personal growth budget
- Enjoy flexibility with a hybrid workfromhome and telecommuting policy
- Save on transportation costs with discounted public transportation tickets
- Support your loved ones with generous maternity and paternity leave policies
And more...
We look forward to hearing from you
Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at you have any further questions please do not hesitate to contact us via .
We are an equalopportunity employer
Our commitment is that every qualified person will be evaluated according to skills regardless of age gender identity ethnicity sexual orientation disability status or religion. Please refrain from including your picture and age with the application.
Important notice: Protect yourself from recruitment scams
We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity report it to . Stay vigilant and protect yourself from recruitment scams.
#LIHybrid
Employment Type
Full Time
