Senior Specialist, Customer Experience

Company Description

Central Operations was born in 2017 and is the backbone operations for foodpanda in APAC. We have around 1800 employees internally and more than 4000 outsourced employees supporting 11 different countries and in their respective languages. To know us better, check out this video https://bit.ly/3KOHSEI

Job Description

Stakeholder Management:

• Liaise with internal stakeholders across different departments to gather project requirements and ensure alignment with customer experience objectives.

• Communicate project updates, milestones, and dependencies to stakeholders in a timely manner.

• Facilitate meetings, workshops, and presentations to engage stakeholders and gather feedback.

Data Analysis and Reporting:

• Collect, analyse, and interpret data related to customer experience metrics and project performance.

• Prepare regular reports s to monitor key performance indicators (KPIs) and track progress towards customer experience goals.

• Identify trends, insights, and areas for improvement based on data analysis.

Project Management: 

• Define project scope, objectives, and deliverables.

• Coordinate project schedules, timelines, and resource allocation.

• Build project roadmaps to ensure timely and quality deliverables of project launches through the identification of project risks and dependencies and create conversations to disable them

Process Improvement:

• Collaborate with cross-functional teams and local countries to identify opportunities for process optimization and efficiency gains.

• Assist in the development and implementation of best practices, standards, and tools to support project management and customer experience initiatives.

• Participate in continuous improvement initiatives to enhance the effectiveness of project management practices.

Qualifications

• Master's degree / MBA in business, finance, operations management or any science-related fields

• With a minimum of 5+ years in e-Commerce, Consulting, Project/Program Management or Contact Centre environment

• Demonstrated experience in using data to achieve outcomes

• Exceptional writing and verbal communication skills

• Ability to work in a cross-functional environment and to lead complex operational initiatives