Operational Excellence Manager

We want every Voi ride to be a magical one! But sometimes, things don’t go as planned and riders need a little help from User Support. That’s where you come in!

We’re currently looking to expand our User Support Operations team with an Operational Excellence Manager who will manage a team of associates to deliver continuous improvement initiatives and ensure all content is up to date and user-friendly from the perspective of customer service agents. The goal of this role is to support our customer support agents to deliver the best customer service experience in an efficient way.

This is a key role within the USO leadership team and a key contributor to driving a customer centric agenda across Voi as a whole on how we run our future user support. As a Voiager, you’re not just an employee, you’re an owner and a contributor - you’ll be part of our growth, our purpose and culture.

YOUR MISSION AT VOI

As our Operational Excellence Manager, you’ll make stronger the ability to identify automations and collaborate with product teams across Voi. You’ll take responsibility to ensure that we’re providing efficient and accurate customer support to our riders, citizens, city officials and hunters. You’ll be part of the User Support Ops Leadership Team where you’ll work to develop the Optimisation and Content programme. You’ll play a central role in the team ensuring efficiency and identifying ways to improve our content processes. You will:

- Own and lead the continuous improvements and content accuracy programme across USO central and offshore teams.
- Build and maintain relationships with the organisation and business stakeholders and ensure that related processes are fully completed and continuously updated. That includes solving process challenges and generating solutions to optimise the customer journey.
- Work cross-functionally with other departments at Voi to minimise their impact on inbound contacts; meet our goals on staffing and excellent customer experience as we continue to grow.
- Lead a team of optimisation and content associates to develop efficiency processes and content procedures. The goal is to enable various offshore teams to remain aligned and deliver excellent customer service.
- Become an expert on Voi support operating processes: drive continuous improvements to positively increase customer satisfaction.
- Be the Voice of the Customer at Voi by driving down customer contact inflows that come from various Voi initiatives in product, technology, marketing and sales.
- Recommend best practices: identify strengths based on gap analysis in User Support Operations to ensure the whole department upskills.
- Collaborate with Voi business Units to ensure smooth set up and transition of processes and procedures that are entering the USO team operations.
- Collaborate with stakeholders in the USO and Offshore teams for alignment and ways of working.


WHAT YOU’LL NEED TO EMBARK

- 5+ years proven experience of working in Optimisation and Content.
- Experience with creating and setting up Optimisation & Content processes and metrics/ KPIs connected to business needs.
- Demonstrated ability to manage a central team of associates and offshore personnel in Optimisation & Content.
- Previous experience in continuous improvement of processes and content, closing the loop with the offshore agents and driving up performance.
- Demonstrated analytical skills and macro view to communicate results and action plans to Voi business teams, central team and offshore managers
- Stakeholder management.
- Excellent stakeholder and communication skills, both in speaking and writing. Fluency in English is a requirement.
- Agile and project management skills are an advantage.


WHY VOI?

Working at Voi is more than just a job; Our People Promise includes a personal Voiage where you will grow as a professional and be part of a team and culture that builds something meaningful for society.

ABOUT VOI

Launched in August 2018, Voi is a Swedish micromobility company on a mission to create safe, sustainable and reliable micromobility for everyone. By partnering with cities and local communities across Europe, we aim to provide a more sustainable and fun alternative to established modes of transportation. We have over 6 million users across 70+ cities and firmly believe that light electric vehicles can be part of changing how people move in cities. Our offices and warehouses are spread across 11 different countries, hosting over 700 employees from 60+ nationalities.

Voi is an equal opportunity employer. We believe that having a wide diversity of people with different backgrounds and perspectives within Voi is essential to our success in delivering the best user experience to our equally diverse user base. Therefore we actively discourage any photos, personal letters or disclosure of any information that concerns other information than your professional experience. We look forward to getting to know you!

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