DirecciónAbout the team
We are looking for a Process Program Manager (SOP) to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external partners.
This position will develop, standardize, and enhance processes to drive efficiency and scalability. How the Role contributes to our Mission : Enable our BPO network to handle all inbound partner contacts through adherence to the robust processes you build out.
Working with our VoC / VoB team to identify none-value add tasks that create customer effort, and remove them to enable an effortless experience.
Responsibilities : - Develop SOPs for Partner Service teams.- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.
- Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.- Proactively identify problems and opportunities and perform root cause analysis / diagnosis leading to significant impact.
- Minimum Qualifications- Bachelor's degree or equivalent practical experience.- Experience in operations, program, or project management;
preferably with experience in developing Standard Operational Procedures (SOPs).- Experience in developing SOPs - executing, contributing to, and creating them.
Fluent in market language- Excellent written, verbal and interpersonal communication skills with proven ability to present data to stakeholders in a digestible manner.
Preferred Qualifications : - Experience in commerce or platform is a plus.- Lean Six Sigma Yellow+ Belt is a plus- Proven experience of working with multiple stakeholders across regional markets- Experience working cross functionally with tech and non-tech teams
