Flexport3 дня назад

Onsite Customer Service Manager, Fulfillment

5 400–7 425 ₽в месяц · до вычета

РЫНОК

13 333 ₽медиана по профессии

Tech Lead / Team Lead · 355 вакансий с указанной зарплатой

5 092половина предложений: 9 354–17 9341,2 млн

Ниже рынка · выше 2% предложений

Dallas Warehouse; San Bernar…

Обязанности

01Track and analyze performance metrics across your site(s), developing and implementing performance improvement strategies
02Set and manage ramp plans for team performance, ensuring consistent growth and development
03Build and maintain strong relationships with operations teams to drive collaborative problem-solving
04Provide regular reporting to the network on team performance and SLA/TTR metrics
05Serve as the Subject Matter Expert (SME) in your business segment, influencing support strategies across the network
06Identify opportunities to reduce ticket generation through root cause analysis
07Own ticket quality review for your site(s) — auditing tickets against quality standards and coaching reps to close gaps
08Drive site-level NPS follow-through — translating merchant feedback into action plans and tracking progress against them
09Oversee the disposals process for your site(s), ensuring timely and compliant handling
10Partner with Operations to implement process improvements that enhance merchant experience
11Lead and mentor your team while maintaining the highest standards of customer service
12Manage escalations and ensure customer satisfaction through resolution
13Drive standardization and best practices across your team and the broader organization
14Establish regular weekly one-on-ones and maintain an open line of communication with team members to ensure metrics are up to date

01A Bachelor's degree, or equivalent experience, with 5+ years of professional working experience in Customer Service, Operations, or a related field
023+ years of people management experience, including managing a mix of FTEs and contractors
03Strong analytical skills, with experience in performance tracking and metric-based decision making
04Proven experience in relationship management and cross-functional collaboration
05Excellence in both written and verbal communication
06Experience in process improvement, change management, and quality assurance / ticket audit processes
07Strong project management capabilities
08Data-driven approach to problem-solving
09Ability to influence without direct authority
10Experience creating and delivering performance reports
11Adaptability and comfort with rapid change
12Comfort managing one or more sites, with minimal travel required

01This role requires onsite attendance 5 days a week within your assigned market
02Managers may be responsible for one or multiple fulfillment center sites within their market
03Minimal travel required
04Occasional travel between sites in your market, or to other Flexport locations for training, leadership meetings, or team support
05Base salary range: $64,800 — $89,100 USD
06Bonus, equity, and comprehensive benefit offerings such as medical, dental, and flexible time off