Content Operations Manager

Descrizione del lavoro:

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.
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
We are looking for a passionate Operations Manager (Content and Partner Operation Support) to join our Italian team.
As part of this role, you will lead and develop a team of Content Specialists that will help you look after the day to day content operations. We expect you to take on a strategic role and drive the teams' growth alongside the market.
Furthermore, you will be the POC and manage the relationship with our third-party provider (around 30 people) working to improve their performance, managing workload forecasting and budget.
On the Partner Support side, you will lead the creation and maintenance of the processes that move the partner support line, working to streamline processes and detect areas for improvement. You will also work with a global team of peers to guarantee centralized operations with the aim to have the most lean and cost-efficient processes across all markets.

About Content Operations:

Content Operations is a branch of the Operations team that is responsible for mainly 4 areas related to the Italian market:
* Creation and onboarding of all the new stores on our App, done through our third-party-provider
* Guarantee high level of quality of the stores during their life in (COMPANY NAME), both on the Content and Support side
* Be the main point of contact and manage the relationship between the local (COMPANY NAME) teams (Sales, Account Management, Brands) and the content provider
* Focus on the profitability of our department, developing projects aiming to increase the productivity of our customer service
* Design and run projects related to improving the stores' experience on the App

Be a part of a team where you will:

* Manage and improve the KPIs related to speed, quality and budget
* Coach, assist, supervise, evaluate and keep improving our third-party provider's staffing analyzing their performances and maintaining good relationships with them
* Track, control Invoicing and working hours of providers, find ways to keep the costs lean through accurate forecasts
* Detect areas of improvement in our processes (content, support, finance), taking care of the partner experience and being sure that the current processes perfectly fit partners' needs
* Manage internal stakeholders from multiple departments balancing business needs from different verticals

You have :

* Proven experience in managing a third-party provider or customer service platforms
* Proven experience in managing a team
* Experience in a fast-moving environment and/or in change management projects
* Strong analytical skills
* SQL and Salesforce are a plus
* English is a must

Individuals representing diverse profiles, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.
We believe driven talent deserves:
* 🌟 An enticing equity plan that lets you own a piece of the action.
* 💪 Top-notch private health insurance to keep you at your peak.
* 🍔 Monthly (COMPANY NAME) credit to satisfy your cravings!
* 💳 Discounts on transportation, food, and even kindergarten expenses.
* 🏊 Discounted gym memberships to keep you energized.
* 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
* 👪 Enhanced parental leave
* 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.
Here at (COMPANY NAME), we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.
Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).
So, ready to take the wheel and make this the ride of your life?
Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website