AddressAs the "Director - Global Operations / Customer Success", you will scale the team and processes to deliver consistent high-quality output across markets and workstreams. You will lead a high performing team motivated by improving the merchant experience - while being responsible for setting the strategic direction for the function, with cross functional stakeholders and business leadership.
Key responsibilities include:
- Guide the organization to design and deliver incredible merchant experience.
Set strategic direction and distil it down to comprehensive OKRs - providing regular feedback on team and process level performance.
- Maintain metrics and analysis of team performance, and deliver regular reporting on team performance in the form of written analysis and performance reports.
- Build and scale automation driven processes - leveraging scripting, integrations and intelligent process design.
- Lead the development & deployment of standardized operational protocols on a global scale supported by robust documentation.
- Relay structured feedback to our product teams, delivering the pulse of the merchant base.
- Transmit and foster our values, serving as a beacon of customer-centric principles and culture of transparency, empathy, inclusion, and empowerment.
- Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, and other organizational improvements.
Minimum qualifications:
- Bachelor's degree in a technical, quantitative, or business field, or equivalent experience.
- At least 8 years of experience with 4 or more years of direct people management experience, including managing managers.
- Experience scaling teams - in terms of direct reports and / or through outsourced partners.
- Experience setting up processes and running programs at scale.
Strong operations background and experience scaling teams in high growth environments.
- Background of working in a tech enabled organization with good knowledge spread of issue & incident management, deploying and scaling applications, understanding of basic concepts related to internet-based systems.
- Experience with stakeholder management and influencing leadership decisions.
- Excellent problem-solving and analytical skills, and excellent attention to detail.
- Ability to work and partner across multiple functions in an organization.
Preferred qualifications:
- MBA or Master's degree.
- Experience leading operational teams (preferably in fast-growth technology companies).
- Experience translating ambiguous problems into concrete data-driven action plans.
- Experience building and leading operational and strategic initiatives, running multiple projects or work-streams simultaneously.
- Experience collaborating with product, sales and strategy teams to define cross-functional plans for sequencing tasks and meeting objectives.
- Solid communication skills, including the ability to convey complex cross functional agenda.
- Basic proficiency at SQL.
