[쿠팡이츠서비스] CX 운영 기획 매니저 팀장 (CXM)

Who you are

You have over 10 years of experience in customer service quality assurance and operations management, particularly in outsourced call center environments. Your leadership skills are proven through your experience managing teams of 10 or more, where you've successfully set organizational goals and enhanced team capabilities. You possess a strong background in establishing and managing KPIs and SLAs, ensuring that performance metrics are met and exceeded. Your analytical skills allow you to derive insights from customer interactions, leading to actionable improvements in service quality. You are adept at collaborating with various departments, including product and development teams, to drive process improvements based on customer feedback. Your communication skills enable you to effectively engage with stakeholders at all levels, ensuring alignment and collaboration across the organization. Experience with customer service platforms like Zendesk or Salesforce is a significant advantage, as is familiarity with process automation and quality assurance projects.

What you'll do

In this role, you will lead the CX operations team, overseeing a group of 20 professionals dedicated to enhancing customer experience. You will be responsible for managing the quality assurance framework for outsourced customer service centers, ensuring that all interactions meet established quality standards. Your role will involve setting and monitoring KPIs and SLAs, analyzing call quality, and deriving insights to improve service delivery. You will create and enforce standard operating procedures (SOPs) to ensure compliance and efficiency in operations. Additionally, you will lead discussions with relevant departments to address issues and implement improvements based on customer feedback. You will spearhead initiatives aimed at automating and streamlining customer interactions, enhancing overall efficiency. Regular communication with cross-functional teams will be essential to ensure that customer experience strategies align with broader organizational goals. You will also mentor and coach team members, fostering a culture of continuous improvement and high performance.

What we offer

Coupang offers a dynamic work environment where you can make a significant impact on customer experience. You will have the opportunity to work with a diverse team of professionals committed to innovation and excellence in service delivery. We provide competitive compensation and benefits, along with opportunities for professional growth and development. As part of our commitment to employee well-being, we offer flexible work arrangements and a supportive workplace culture. Join us in transforming the delivery service landscape and delivering exceptional experiences to our customers.