Job expirat
Company: eMAG
Location: Bucharest, Romania
Job Status/Type: Full Time
Job Category: Customer Care
Industries: Internet
Career Level: Middle/Senior
Starting date: ASAP
Role
The Business Operations Process Manager is responsible for driving operational excellence within order management flow. In this role you will identify and drive projects to improve the Customer Experience on ordering flow. You will develop benchmarking for internal business teams across eMAG that utilize the ordering platform, and will work to identify, execute, and drive projects with internal business partners to improve the Customer Ordering Experience across eMAG. You will collaborate across teams to develop capacity reporting for project and operational overhead for existing and emergent work-flows.
The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she must be a fast learner, who can quickly absorb the nuances of eMAG varied ordering flows as well as the behavior of company's internal systems. He or she will be analytical in their decision making, with a demonstrated ability to drive issues to completion.
Responsabilities
The extent of your duties will include but are not limited to:
• Identify and develop appropriate and safe standardized operating procedures in partnership with each Team Manager of our Customer Care Team.
• Identify and evaluate potential risks/obstacles with minimal direction from senior managers.
• Determines appropriate corrective action.
• Work in a deep area of coverage on complex issues, routinely working on issues that impact large number of customers and driving root cause resolution with developing teams and/or external partners.
• Engage in reporting to support business case for projects and for partners across Customer Care Management Team.
• Proactively drive customer experience and operational excellence.
• Goes deep in own area and competently drives complex technical issues with developing teams and partners.
• Successfully build business requirements that technical teams use to implement projects you sponsor.
• Applies proficient knowledge of core technology and/or functional area to manage program within schedule constraints.
• Influences policies and processes for the order to cash flow.
• Create and track project plans for every improvement idea.
• Driving various improvement initiatives including complex programs often involving changes across transportation, multiple technology teams, customer care, marketing and our carriers.
• Developing or modifying our Customer Experience metrics to better reflect our progress and drive program and project priorities towards improving Amazon’s delivery experience
• Bachelor’s degree from an accredited university in a related discipline.
• At least 5 years of operational experience, ideally in a complex operationally focused environment.
• Knowledge of Six Sigma/Lean Processes.
• Strong analytical skills with demonstrated problem solving ability. Strong communication and presentation skills.
• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement.
• Skilled in prioritization. Makes the right tradeoffs between schedule, resources, and scope in order to address major risks, challenges and obstacles.
• Familiarity with the design and operation of complex operating processes.
• Communication skills are clear, organized, concise with an ability to adapt to appropriate audience.
• Independent & entrepreneurial, showing the ability to work with minimal direction.
• Focused on delivering results for our customers.
• Proven project management ability that shows how to organize, find solutions and follow through to a successful conclusion.
• Data driven and can successfully obtain and use data to support arguments.
• Proven ability to operate in high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible.
• Proficient in Microsoft Office suite.
• Affinity for Process Definition/Improvement - ability to define requirements and translate them into clear processes and procedures with a transformational approach to efficiency and effectiveness.
• Project Management Experience - ability to convert high level policies and programs into clear project deliverables. Results driver with experience leading multiple, simultaneous cross-functional projects under tight deadlines and pressure.
• Integration program in a professional, young and dynamic team;
• Competitive Salaries (based on performance) & Benefits;
• Having the opportunity to work with the latest technologies;
• We offer a highly professional environment where you will have the chance to learn on a daily basis and develop your career.
Lansat în 2001 ca un magazin online de sisteme de calcul si produse de birotica, eMAG se numara printre creatorii pietei de comert electronic din România. Adaptarea permanenta a serviciilor la realitatile pietei sii orientarea catre client au propulsat si au mentinut eMAG în pozitia de lider constant al pietei.
eMAG are un portofoliu în care se regasesc atât produse si solutii IT si de comunicatii, cât si echipamente electronice si electrocasnice, oferta sa extinzându-se permanent. Compania opereaza magazinul www.emag.ro precum si sapte showroom-uri deschise în Bucuresti, Iasi, Ploiesti, Cluj, Timisoara, Constanta si Craiova.
In cei 9 ani de activitate, echipa eMAG a crescut in ritm alert, ajungand in prezent la un numar de aproximativ 300 de angajati. eMAG sustine in continuare dezvoltarea fortei de munca din Romania, oferind locuri de munca de inalta specializare, intr-o piata in plina evolutie.
