About the Role
In this role, you will be supporting and monitoring a wide variety of projects across teams and to continuously drive experience quality, while supporting cross-functional initiatives and daily operations.
You need to love solving problems with logic and evidence with customer obsession; you are encouraged to think creatively, identify data trends, suggest improvements, and help in the creation of efficient processes and user-hugging solutions. You will be required to manage both projects and cross-functional stakeholders, to meet short term goals and align with long term priorities.
On day-to-day operation, you will guard the merchant experience through the revamp of customer support logic for merchants and restaurant partners.
What You'll Do:
- Own the Merchant Line of Business (LOB) and support playbook - this includes daily operations and daily / long-term metrics excellency.
- Collaborate with cross-functional teams and service providers to drive competitive customer experience and service efficiency and excellence for Consumers at different life cycles.
- Conduct regular data analysis and user research to surface customer and process insights that identify opportunities to drive improvement.
- Deliver results through project management - define project scope, breakthroughs and run resources accordingly, while driving cross-functional accountability, adherence and compliance with deadlines.
The Experience You'll Bring:
- Problem Solving with Customer Obsession: Ability to spot problems, discover opportunities, and recommend solutions with tradeoffs that always have customer centricity in mind.
- Project & Stakeholder Management : Able to scope projects, run multiple, active work-streams, and meet deadlines; establishes productive working relationships and manages stakeholder expectation well.
- Teamwork & Inclusivity: Works independently and asks for help when needed so as to avoid delays. Appreciates working with people from different cultures and across time zones to develop strategies and cultivate a cohesive and creative work environment.
- Languages : Proficient in English and Mandarin (spoken and written)
- Analytical Skills : Ability to analyze data, identify trends, relationships and to present said findings coherently and expertly. Expertise in Excel is a pre-requisite for this role.
- Experience in Business/Academic level writing (business emails, customer service emails, announcements, etc) in both Traditional Chinese and English.
- 2+ years of professional working experience in in operations, program management, strategy and planning or customer support initiatives.
* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .