JOB DESCRIPTION
What you bring
- Experience working in strategic partnerships
- Experience in defining, implementing and improving processes that scale
- Experience in escalation management and issue resolution
- Experience working very closely with Customer Care, CX Operations, and other internal teams
- Experience reviewing reports and analyzing trends and escalation patterns
- Experience in scoping and designing the training resources to address partners’ needs
- Writes and speaks fluent English
- Experience working remotely (not required but recommended)
Key Responsibilities
- Strategic Partnership Operations Management & Advocacy
- Acts as a high-level liaison for Partnerships, focusing on operations, alignment, advocacy, and collaboration to efficiently manage escalations or high-priority issues.
- Develops joint success frameworks with partners, outlining mutual objectives and ensuring long-term alignment and growth.
- Hold regular operational meetings with partners in their portfolio to review KPI’s and needs for process for training improvements.
- Partners with Strategic Partnership Managers to deliver relevant Steerco updates.
- Process Definition & Optimization
- Define, implement and improve processes that scale and enable a seamless end-to-end customer experience in partnership with the operational teams.
- Leads the creation of SOPs and best practices that streamline workflows and enhance support outcomes for each partner eco-system.
- Escalation Management & Issue Resolution
- Oversees escalations from Customer Care and other verticals, ensuring only cases meeting specific criteria are referred for strategic intervention.
- Cross-Functional Collaboration
- Works closely with Customer Care, CX Operations, and other internal teams to establish smooth handovers and effective escalation workflows.
- Partners with relevant verticals to address issues arising in the customer lifecycle, fostering a cohesive experience for all stakeholders.
- Collects and processes partners’ feedback for our Product team, leading to product improvement and advocates for new partner related features.
- Insight Generation & Analysis
- Reviews reports provided by Customer Care and operational teams, analyzing trends and escalation patterns.
- Generates insights and data-driven recommendations based on recurring issues or inefficiencies, sharing these insights with relevant teams to drive continuous process improvement and drives implementation of new process improvements.
- Partners’ education and training
- Scoping and designing the training resources to address partners’ needs
- Proactively works directly with the Partners to provide them with the knowledge and enablement to improve partner handover consult rate to Remote.
Salary
Competitive
Monthly based
Location
South America, South America Region, South America
Job Overview
Location
South America, South America Region, South America
