Strategy & Planning Manager

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

Qualifications :

• Strategy and Execution Experience: 5 years in strategy operations consulting or program management roles with a strong track record of driving execution in complex environments.

• Structured Thinking: Strong ability to bring clarity and structure to ambiguous problems and translate strategy into action.

• Stakeholder Management: Proven ability to influence senior stakeholders and work effectively across multiple functions and regions.

• Analytical Skills: Comfortable working with data defining metrics and using insights to drive decisions.

• Ownership Mindset: High level of accountability with a bias for action and focus on outcomes.

• Communication: Clear and concise communicator able to distill complex topics into simple narratives for leadership.

• Adaptability: Able to operate in a fast-paced environment with multiple competing priorities

• Education: Bachelors degree in Business Operations or a related field.

Remote Work :

No

Employment Type :

Full-time