Partner Performance & Customer Experience Lead

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

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.