Group Support Service Manager
Core
Lead the Courier Support function by managing Team Leads, overseeing service quality, operational performance, and professional development of teams.
Role type
Senior IC operations manager (support)
Builds
Courier support operations and team performance
Domain
Food and retail delivery / Customer support
Required skills
Team management, performance analysis, data-driven improvement, coaching, stakeholder management, prioritization, decision-making
Preferred skills
Courier support familiarity, Wolt systems familiarity
Responsibilities
Manage and coach Team Leads, own team performance metrics (CSAT, HT, SLA, productivity), build work plans and lead improvement initiatives, implement management routines, oversee day-to-day operations and resource allocation, partner with internal stakeholders, lead change initiatives, foster a growth-oriented environment
Seniority
Senior, hands-on IC