Live Operations Lead
6 meses atrás
If you're here, it's because you're looking for an **exciting ride**.
A ride that will fuel up your ambitions to take on a **new challenge and stretch yourself beyond your comfort zone.**
We'll deliver a **non-vanilla culture built on talent, where we work to amplify the impact on millions of people**, paving the way forward together.
**Not your usual app**. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries. Every year, +200k merchants generate over 4B€ in sales through our platform and over 20M customers get their goods delivered in minutes.
Together we revolutionize the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.
**What makes our ride unique?**
**Our culture and strong values.**
- We have an ''office-first'' culture and we place collaboration at the center of everything we do
- We have a non-vanilla personality and feedback mindset. We don't shy away from difficult conversations - we see them as a gift
- We work with high intensity and have fun along the way. We also celebrate the wins (a lot).
- We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work.
**Our career development philosophy.**
- We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential.
- We take ownership of our career development. We don't believe in linear and predictable career paths - we create the job of our dreams
- We embrace opportunities to move the needle and make an impact beyond our scope.
**Our commitment to being a force for good.**
- Our platform is an important economic tool for millions of people (customers, partners, couriers) and we are taking action to amplify our positive impact.
- We invest in doing good by dedicating time and resources into social and environmental initiatives.
- We have the ambition of being DIB role models across the tech industry. We are creating environments, systems, and processes that provide equal opportunities, break biases, and empower our communities.
We have a vision**:To give everyone easy access to anything in their cities. **And this is where your ride starts.
**YOUR MISSION**
**THE JOURNEY**
- Oversee the efficient operation and performance of Customer Service hubs in Portugal, with a team of over 200 members.
- Provide direct supervision to the hub team, which includes trainers, quality managers, and supervisors.
- Take charge of enhancing satisfaction, efficiency, and quality across the hubs.
- Monitor and respond to vital performance indicators (KPIs) such as Service Levels, Quality, Satisfaction, and Costs.
- Assess performance through metrics like accuracy and waiting time, implementing improvement strategies on a broad scale.
- Review workforce planning strategies to effectively address local priorities.
- Ensure alignment with training and quality protocols at the agent level.
- Serve as the primary point of contact for Business and Operations Local Managers regarding customer service matters in Portugal.
- Cultivate a collaborative culture geared toward achieving objectives.
- Empower and engage agents by serving as a key-member within our Live Ops Heroes Team.
- Represent the Voice of the Customer throughout the organization.
- Drive cost efficiency through meticulous budget planning and effective management of hub providers.
- Translate Masterplan objectives into actionable daily targets for call center operations.
- Continuously develop enhancements and lead successful change initiatives.
**WHAT YOU WILL BRING TO THE RIDE**
- Extensive experience (+2 years) in leading large operational customer service teams (>200 employees).
- Demonstrated strategic acumen and customer-centric mindset, coupled with a deep understanding of performance evaluation methodologies.
- Proficient in data analysis and numerical reasoning, with track record of achieved targets, KPIs, and SLAs in dynamic and fast pace environments.
- Familiar in reporting and budgeting procedures, ensuring transparency and accountability all operations.
- Skilled in motivating and effectively communicating with individuals at all organizational levels, fostering a culture of engagement and collaboration.
- Demonstrated expertise in vendor management, ensuring seamless partnerships and efficient service delivery.
- Strong coaching abilities to empower and inspire team members, driving performance and growth.
- Exceptional organizational and leadership skills, complemented by a problem-solving aptitude to address complex HR challenges.
- Adaptable and
-
Commercial Operations Lead
7 meses atrás
Lisboa, Portugal Organon Tempo inteiro**The Position** The Commercial Operations Lead position is part of Organon Leadership Team in Portugal subsidiary. Working closely with the Managing Director, this position will be responsible for ensuring the achievements of strategic business projects monitoring all commercial operations and local alliances, being responsible for a team managing Data,...
-
Data Operations Lead
Há 1 mês
Lisboa, Lisboa, Portugal Veeva Systems Tempo inteiroVeeva Systems is a mission-driven organization that pioneered industry cloud solutions for life sciences companies.We help life sciences companies bring therapies to patients faster by providing real-time reference data across the healthcare ecosystem.Our OpenData Commercial platform is live in 100+ countries and supports commercial sales execution,...
-
Enterprise Operations Lead
2 semanas atrás
Lisboa, Lisboa, Portugal Phiture Tempo inteiroCompany OverviewAt EY, we're committed to building a better working world. Our diverse teams in over 150 countries provide trust through assurance and help clients grow, transform, and operate.SalaryThe estimated annual salary for this position is between $80,000 and $110,000, depending on experience and location.Job DescriptionWe're seeking a highly...
-
Offshore Operations Team Lead
2 semanas atrás
Lisboa, Lisboa, Portugal Emma – The Sleep Company Tempo inteiroLead Offline Operations & Customer Service for EuropeWe're seeking a seasoned team lead to oversee offline operations and customer service in Europe, ensuring seamless execution across multiple markets.Your primary responsibilities will include leading and growing the Offline Operations & Customer Service team, managing external stakeholders, and driving...
-
Data Operations Team Lead
4 semanas atrás
Lisboa, Lisboa, Portugal Veeva Systems Tempo inteiroCompany OverviewVeeva Systems is a pioneering organization in industry cloud, driving innovation to bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we have surpassed $2B in revenue and continue to grow exponentially. Our values are at the heart of Veeva: Do the Right Thing, Customer Success, Employee Success, and...
-
Lisboa, Lisboa, Portugal Maine Municipal Association Tempo inteiroAbout the RoleWe are seeking a highly skilled Operations Team Lead to join our team at the Town of Old Orchard Beach Public Works. This is an exceptional opportunity to lead a small crew in completing assigned work, leveraging your expertise in operating light to heavy automotive and non-automotive construction equipment.ResponsibilitiesThe successful...
-
IT Operations Manager and Technical Project Lead
4 semanas atrás
Lisboa, Lisboa, Portugal WE ARE META Tempo inteiroWe Are META is a leading tech company that specializes in matching talented professionals with top clients. We are currently seeking an experienced IT Operations Manager and Technical Project Lead to join our team.About the RoleAs an IT Operations Manager and Technical Project Lead at We Are META, you will be responsible for overseeing the technical...
-
Global Operations Excellence Lead
4 semanas atrás
Lisboa, Lisboa, Portugal Indie Campers Tempo inteiroAbout the RoleWe are seeking a highly experienced and skilled Global Operations Excellence Lead to join our team at Indie Campers.As a key member of our operations department, you will be responsible for developing and implementing strategies that drive operational excellence across our global fleet operations.
-
Senior Operations Excellence Lead
1 semana atrás
Lisboa, Lisboa, Portugal Phiture Tempo inteiroCompany OverviewAt Phiture, we strive to deliver exceptional operations excellence by implementing innovative processes and training strategies. As a Senior Operations Excellence Lead, you will play a pivotal role in driving our team's performance improvement.
-
Business Analyst Operations Lead
4 semanas atrás
Lisboa, Lisboa, Portugal Glovo Tempo inteiroGlovo is a fast-growing multi-category app connecting millions of users with businesses, couriers, and local restaurants. We operate in over 1500 cities across 25 countries.As a Business Analyst Operations Lead, you will be responsible for tracking and managing operational metrics in regional areas and cities. You will work closely with the operations team...
-
Chief Security Operations Lead
Há 1 mês
Lisboa, Portugal Pt20 Eit Services Co. Portugal, Lda. Tempo inteiroJob Title: Chief Security Operations LeadAbout the Role:As part of our growing strategy in Portugal, we are seeking a Chief Security Operations Lead to lead and enrich our Security Services for our customers in Portugal.Key Responsibilities:Manage the interlock with our customer Security Teams, DXC, and other Third parties.Be responsible for reporting and...
-
HR Operations Lead
2 meses atrás
Lisboa, Portugal Xometry Europe Tempo inteiroXometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing...
-
Operations Excellence Lead
Há 7 dias
Lisboa, Lisboa, Portugal Red Bull Tempo inteiroJob OverviewWe are seeking an experienced National Operations Manager to join our team at Red Bull. As a key member of our organization, you will play a crucial role in driving business growth and excellence.Job DescriptionAs a National Operations Manager, you will be responsible for leading the operations function across the country. Your primary focus will...
-
Global HR Operations Lead
Há 1 mês
Lisboa, Lisboa, Portugal Phiture Tempo inteiroJob Overview: Phiture is seeking an experienced Global HR Operations Lead to join our team in Portugal (Porto) or Poland (Warsaw). As a key member of our HR department, you will be responsible for leading and coordinating global HR operations, ensuring efficient delivery through a network of providers. In this role, you will drive HR transformation...
-
Global Marketing Operations Lead
2 semanas atrás
Lisboa, Lisboa, Portugal Nestlé Sa Tempo inteiroAbout the RoleWe are seeking a seasoned Global Marketing Operations Lead to spearhead our Campaign Factory Team. As a key member of our team, you will be responsible for leading a talented group of Campaign Specialists in delivering world-class email marketing, Push, and SMS campaigns across Nespresso markets worldwide.
-
Lead Product Manager, Cloud Operations
6 meses atrás
Lisboa, Portugal Unit4 Tempo inteiro**Company Description** We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and...
-
Senior Team Lead Offline Operations
Há 1 mês
Lisboa, Portugal Emma – The Sleep Company Tempo inteiro**What we're looking for**: - Lead and grow Offline Operations & Customer Service team for Europe, ensuring seamless day-to-day execution across multiple markets. - Lead offline customer service team across Europe including BPO management, process steering & performance. - Lead and coordinate the operational activities of team leads, including operations...
-
Senior Team Lead Offline Operations
4 semanas atrás
Lisboa, Portugal Phiture Tempo inteiroWhat we're looking for: Lead and grow Offline Operations & Customer Service team for Europe, ensuring seamless day-to-day execution across multiple markets. Lead offline customer service team across Europe including BPO management, process steering & performance. Lead and coordinate the operational activities of team leads, including operations account...
-
Data Operations Lead
4 semanas atrás
Lisboa, Lisboa, Portugal Veeva Systems Tempo inteiroVeeva Systems is a pioneering organization in the industry cloud, driving innovation to help life sciences companies deliver therapies faster. As one of the fastest-growing SaaS companies in history, we achieved $2B in revenue in our last fiscal year with significant growth potential ahead. At Veeva, our core values are: Do the Right Thing, Customer Success,...
-
Procurement Operations Lead
7 meses atrás
Lisboa, Portugal Merkle DACH Tempo inteiro**Company Description** We Dream. We Do. We Deliver.** As a **full-service, data-driven customer experience transformation, **we partner with Top 500 companies in the DACH region and in Eastern Europe. Originally from Switzerland, Merkle DACH was created out of a merger Namics and Isobar - two leading full-service digital agencies. **Our 1200+ digital...