Regional Operations Excellence Manager
3 days ago
We're a leading campervan marketplace, dedicated to making road trips accessible to everyone. Our digital approach and customer-centric mindset have enabled us to develop a strong booking experience and offer high-quality road trips at affordable prices.
With over 1 million nights booked through our platform, we've welcomed more than 300,000 travelers from 169 countries. We offer a diverse range of road trip possibilities, including short-term RV rentals, long-term campervan subscriptions, and vehicle sales.
The RoleWe're seeking an experienced Regional Operations Excellence Manager to join our regional team. As part of this role, you'll focus on executing regional processes and managing local depots. Your primary goal will be to guarantee that operational support procedures are executed with high standards in your region, both for customers and local operations.
You'll play a pivotal role in ensuring that our global support team executes processes designed to assist local operations, supporting customers and team members in your region. You'll have a direct impact on customer satisfaction and work daily to improve the client experience by implementing customer satisfaction-related actions.
Key Responsibilities- Oversee day-to-day local operations execution, analyzing customer satisfaction data to identify improvement opportunities.
- Daily execution of service recovery procedures, proactively reaching out to customers who have experienced service SLA breaches.
- Coordinate corrective actions with the regional team.
- Deliver customer satisfaction improvement actions, ranging from training to our local team regarding operational procedures, overseeing local operations physical developments, and auditing local procedures.
- 5+ years of experience in customer support roles;
- Experience in rent-a-car or hospitality industries is a plus;
- Strong communication skills - being able to effectively communicate with customers and internal teams;
- Passionate about driving operational excellence and thriving in a fast-paced environment;
- Organized and committed to driving customer satisfaction;
As a Regional Operations Excellence Manager at Indie Campers, you can expect a competitive salary of $85,000 per year, reflecting the company's commitment to attracting top talent. This figure may vary based on location and experience.
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