Customer Experience Manager
Core
Manage day-to-day operations of foodpanda's customer service team, ensuring availability and handling escalations across multiple channels.
Role type
Senior Customer Experience Manager (Operations)
Builds
Customer service operations and process improvements for foodpanda's delivery platform
Domain
Food delivery / Customer service
Deliverable
dashboards & analysis
Required skills
Root cause analysis, KPI management, incident reporting, cross-functional collaboration, escalation management, process improvement
Preferred skills
Project management, presentation skills, analytical problem-solving
Technologies
Microsoft Office, GSuite
Responsibilities
Manage team availability and performance, handle internal and external escalations, identify process gaps and implement solutions, create detailed incident reports, collaborate with inter-department resources
Seniority
Senior, hands-on IC
