Customer Service Operations Manager (m/f/x)

Webseite Audible GmbH

Main responsibilities:
· Lead a multi-disciplined team supporting EU and UK customer care operations
· Translate the strategic customer care vision into operational plans
· Develop goals for external contact centers and internal teams
· Own the outsourcing sites KPIs by applying strong management practices of monitoring, analyzing, identifying and resolving performance challenges assuring action plans are successfully carried out by your teams.
· Develop and support strategies for operational efficiencies and globalization of back office support for current and upcoming marketplaces.
· Evangelize the process improvement, PI planning cycles, quality insights and Test & Learn programs and collaborate with CS support teams to implement initiatives.
· Foster an environment of high engagement and embed People Principles and Customer Care tenets within the team.
· Build strong partnership with various business and development teams to enable effective and efficient problem solving.
· Work closely with all business teams to leverage CS team in support of key business metrics
· Own specific larger scale process improvement and implementation projects
· Partner with business leaders to implement market specific initiatives, collaborate and innovate to solve business issues, and provide valuable feedback with associated recommendations.
· Member of the CS leadership team

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