Performance Management and Accountability: Own and monitor critical service and customer experience metrics at the regional level, such as contact rates, automation levels, line of business performance, and customer satisfaction. Drive regional strategies to improve KPIs and ensure consistency in customer experience across all countries.
Shop Onboarding and Content Excellence: Oversee the performance and efficiency of shop onboarding processes and content management to ensure a high quality experience for partners and users
Stakeholder Engagement and Cross-Functional Collaboration: Serve as the primary point of contact for QC senior regional stakeholders. Build strong partnerships with Product, Service Ops, and other key functional teams to drive collaborative, cross-functional efforts that support the marketplace experience strategy.
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Strategic Program Management and Launch: Define and lead the roadmap for launching QC specific programs into service operations
Performance Management and Accountability: Own and monitor critical service and customer experience metrics at the regional level, such as contact rates, automation levels, line of business performance, and customer satisfaction. Drive regional strategies to improve KPIs and ensure consistency in customer experience across all countries.
Shop Onboarding and Content Excellence: Oversee the performance and efficiency of shop onboarding processes and content management to ensure a high quality experience for partners and users
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