Senior Team Lead Offline Operations Specialist

4 semanas atrás


Lisboa, Lisboa, Portugal Emma – The Sleep Company Tempo inteiro
Lead Offline Operations and Customer Service Team

We are seeking a highly experienced Senior Team Lead to lead and grow our Offline Operations & Customer Service team for Europe. The successful candidate will be responsible for ensuring seamless day-to-day execution across multiple markets, leading offline customer service teams, and coordinating operational activities of team leads.

Key Responsibilities:
  • Lead and grow Offline Operations & Customer Service team for Europe
  • Ensure seamless day-to-day execution across multiple markets
  • Lead offline customer service teams
  • Coordinate operational activities of team leads
  • Monitor, assess, and enhance offline operations and service performance
  • Drive process improvements in collaboration with global teams
  • Manage relationships with external contact centers
  • Analyze contact center metrics to implement quality improvements
Requirements:
  • Significant experience in managing retail operations, ideally within e-commerce, logistics, or a dynamic, fast-paced environment
  • Strong track record of leading and coordinating cross-functional teams across multiple markets
  • Highly analytical, skilled in monitoring key performance metrics and driving process improvements
  • Excellent leadership skills, with the ability to mentor and develop team leads
  • Fluent in English; additional language skills (such as German, Portuguese, or Spanish) would be a strong asset
What We Offer:
  • A unique opportunity to contribute to impactful projects and gain valuable experience during a defined period of maternity cover
  • The chance to work on exciting and challenging initiatives, both independently and as part of a dedicated, international team
  • Responsibility and decision-making authority from day one—you'll have the opportunity to make a real impact with fresh, innovative ideas
  • Exposure to industry experts and the opportunity to expand your skills and professional network during your time with us


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