Head of Operational Excellence in Client Experience (m/f/d)
CoachHub
Berlin, Berlin, Germany
vor 2 Tg.

About the job

Are you ready to join our mission of democratizing Coaching worldwide? Perfect, then get on board in our team as a Leader of Operational Excellence!

You will bring our Technical Specialists to the next level in their collaboration with the engineering team and our Client Experience Managers.

Our ultimate goal in Client Experience is to make our customers happy, this comes hand in hand with an impeccable delivery in our operation.

If you enjoy developing new team structures, this is a great opportunity for you! You will have plenty of space to create new processes and to build strong partnerships between your team and our internal stakeholders.

With your Technical operational expertise, you will make a decisive contribution to the growth and success of our company.

About the team

As a Leader of the Operational Excellence team you will have a direct responsibility and impact on the quality of the coaching experience.

Our Team is very international and has a wide range of interests from music, to psychology to professional ice skating. You will directly report to the Global Client Experience Director.

Let’s jointly democratize coaching for all career levels globally!

Tasks and responsibilities

  • You will steer the regional Operation and ensure it runs smoothly
  • You will design the new bug process including reporting, communication governance model and escalation.
  • You will close collaborate with our Product and Engineering Teams to ensure a smooth platform operation
  • You will be the SME in managing reporting and communication during Platform outages
  • You will identify technical operational needs, trends and develop a plan of action accordingly
  • You will design a structure in your team for an efficient monitoring and follow up of ongoing issues reported by our users
  • You will contribute to enhance technical guidelines and processes in the Client Experience operation
  • You will identify operational needs and implement technical solutions accordingly
  • You will lead diverse projects within your Team to increase the team efficiency
  • You will mentor your team members with diverse methodologies to bring their performance to a constant level of excellence
  • You will assure technical alignment among regions
  • You will be responsible to build a solid relationship across departments based on high performance and trust
  • You will develop your Team KPIs
  • You will be co-responsible to meet business targets and SLAs
  • Your profile

  • You have at least 8 year of experience in customer care with 5 years in a leadership role
  • You have completed an university degree or a similar education
  • You bring strong experience working with technical teams, customer service software, bug reporting and operations
  • You bring experience working in a high tech environment and in collaborating with Product and Technical teams; this is a must
  • You are an experienced Jira user
  • You bring experience in a startup environment
  • You bring experience in managing teams in multiple time zones across the continent
  • You are a proficient English speaker
  • You have strong experience in business analysis and reporting
  • You have a highly service and customer oriented mindset
  • You enjoy to handle different priorities at the same time
  • Your excel at : critically thinking, data analysis and solving complex problems
  • You feel comfortable with taking difficult decisions in a fast pace environment
  • You are passionate about employee development
  • What we offer

  • You work in a top notch startup on its way to become the next unicorn
  • An opportunity to join a fast growing and agile company full of smart and kind people
  • You will have a job with a strong purpose and the possibility to create direct impact and
  • The possibility to work at a top employer with 5 stars on glassdoor & one of the Linkin Top 10 Startups
  • A strong focus on professional and personal growth across all teams (we are a Coaching company after all!) - with you own personal expert coach and unlimited coaching
  • Long-term and very personal relationships with employees and customers
  • Awesome colleagues to work with
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