Customer Experience Assistant Manager
Core
Oversee a team of 4-6 supervisors to manage daily customer experience operations, workforce planning, and performance metrics for a food delivery marketplace.
Role type
Assistant Manager, Customer Experience
Builds
Customer support operations and team capacity for a meal delivery platform
Domain
Food delivery / E-commerce
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Customer support management, workforce planning, KPI management (SLAs, CSAT, eNPS), team coaching, performance improvement plans (PIPs), data analysis, scheduling
Preferred skills
Forecasting, real-time workforce management, tracking and reporting metrics, nutritional knowledge
Technologies
Tableau, Excel, Google Sheets
Responsibilities
Oversee team of supervisors and manage daily CX operations; Analyze data to forecast staffing needs and adjust workforce allocation; Monitor real-time performance and implement corrective actions; Conduct performance evaluations and coaching; Collaborate with retention team to reduce churn; Manage payroll, PTO, and sick requests.
Seniority
Mid-level Manager