Digital Operations & Tool Manager enhancing internal systems and processes in a hybrid work environment. Collaborating with teams to optimize workflows and tool usage across REGION10 GROUP GmbH.
About the role
- Operations Manager at Homie optimizing rental processes and leading a team in Ciudad de México. Driving efficiency in contract terminations and fostering an inclusive work culture.
Responsibilities
- Definir la estrategia del proceso de final de contrato en Homie
- Diseñar cómo debe vivirse el cierre de contrato
- Coordinar con otras áreas para que las terminaciones y renovaciones fluyan sin fricciones
- Diseñar y ajustar la forma de trabajo del equipo de Terminaciones
- Identificar patrones en incidencias operativas o de servicio
- Asegurar que los tickets y tareas se gestionen en función de la fecha de fin de renta
- Supervisar la ejecución de tareas escaladas por otros equipos
- Garantizar el uso correcto de Workflows, CRM y sistemas
- Monitorear de manera constante las conversaciones del equipo de Terminaciones en WhatsApp
- Realizar auditorías periódicas de calidad sobre tickets y registros
- Liderar y gestionar a un equipo de alrededor de 7 personas
Requirements
- Mínimo 3 años de experiencia liderando equipos operativos de al menos 7 personas
- Experiencia liderando operaciones de servicio o atención en etapas sensibles del ciclo de cliente
- Perfil muy analítico, cómodo trabajando con métricas de tiempos, volúmenes, NPS, CSAT e incidencias para priorizar, decidir y explicar el “por qué” de los cambios
- Experiencia gestionando equipos operativos que trabajan con tickets, canales digitales y sistemas de flujo de trabajo
Benefits
- Cultura de trabajo inclusiva
- Oportunidades de desarrollo profesional
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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