Head of Quick Commerce for CX & Service Operations

About the role

Lead the roadmap for launching quick commerce programs into service operations. Own and monitor regional service and customer experience metrics such as contact rates, automation levels and customer satisfaction. Oversee shop onboarding and content management to ensure a high quality experience for partners and users. Act as the primary contact for senior regional stakeholders and build partnerships with Product, Service Ops and other teams. Lead and mentor a team of direct reports, and champion the needs of the quick commerce marketplace in regional strategy discussions.

Requirements

• Over 10 years of leadership experience in customer experience, operations or service management
• At least 5 years in a multi-market or regional role
• More than 5 years managing teams across multiple countries
• Data-driven with a track record in using analytics to improve customer experience metrics
• Strong communication and stakeholder management skills
• Knowledge of marketplace models and customer support operations