Associate, Partner Performance Management

Lazada; Kampung Malaysia Tambahan; On-site; MYR 60,000 - 120,000; Full time

Job summary

Lazada in Kuala Lumpur is seeking an operations leader to manage day-to-day live channel activities and ensure the One & Done promise for customers. You will drive the customer experience by turning feedback into actionable improvements and work closely with multiple teams to support project impacts.

The role requires thought leadership, strong analytics, and governance with an agile mindset to deliver under pressure in a fast-paced ecommerce environment.

Qualifications

• Three years in contact center industry, ecommerce experience a plus.
• Strong thought leadership and analytics to guide re-engineering and improvements.
• Clear governance with agile mindset and SOP/regulatory compliance.

Responsibilities

• Hands-on management of day-to-day operations to deliver the Once & Done promise via Live Channel.
• Drive customer experience using insights from feedback and pain points.
• Collaborate with Category Management, Platform Governance, Seller Engagement, Logistics and Product teams.

Skills

Leadership

Analytics

Communication

Agile mindset

Cross-functional collaboration

Job description

• Hands-on-management of day-to-day operations to enabling "Once & Done" promise delivery to the customers that engage with us via Live Channel.


• Drive customer experience via insights of customer’s feedback and pain points, convert into actionable recommendation for short- and long-term solution.


• Work closely with Category Management, Platform Governance, Seller Engagement, Logistics and Product teams to drive/support the impact of key projects


• Constructive feedback to internal stakeholders on functions strategies and campaigns to ensure there’s proper alignment.


• Lead, participate and support projects and initiatives including transforming existing communication channels, service handling mechanics and quality of workforce.


• Leading regular operational performance review meetings with business to feedback on performance and discuss continuous improvement opportunities.

Job Requirements:

• Minimum three(3) years of work experience in contact center industry, eCommerce will be added advantage.


• Exceptional thought leadership, growth mindset and analytics skill to create strategic direction for re-engineering and process improvement opportunities.


• Clear and strong governance with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies.


• Track record of collaborations and get result cross-team in a complex working environment.


• Demonstrated success adjusting operations to business changes.


• Strong analytical skills with excellent written and verbal communication skills in English are required for this position


• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and organization


• Able to deliver under pressure, entrepreneurial and results driven