Associate, Partner Performance Management-Bangsar South

Luca; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Menlo Ventures is seeking an experienced operations professional to manage day-to-day contact center activities, ensuring the "Once & Done" promise for customers engaged via Live Channel.

You will drive CX through insights from customer feedback, partner with multiple teams, and lead initiatives to transform communication channels and service mechanics. Strong governance, performance reviews, and continuous improvement are core to this role.

Qualifications

• Minimum three (3) years of work experience in contact center industry; eCommerce experience is a plus.
• Strong analytics and communication skills to drive process improvement and strategic direction.
• Ability to collaborate with multiple cross-functional teams and governance structures.

Responsibilities

• Oversee day-to-day operations to ensure timely, quality customer delivery.
• Translate customer feedback into actionable, short- and long-term solutions.
• Collaborate with Category Management, Platform Governance, Seller Engagement, Logistics and Product teams.

Skills

Operational leadership

Analytics

Stakeholder management

English communication

Job description

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