Senior Support Operations Manager

3 days ago


Pietermaritzburg, KwaZulu-Natal, South Africa The Shoprite Group Of Companies Full time

We're seeking a Senior Support Operations Manager to join our team at FREE NOW. In this role, you will be responsible for leading the development of internal tools and collaborating with cross-functional teams to redefine how riders and drivers experience support in our Rider and Driver app.

Our Ambition: To automate 90% of incoming contacts from drivers, riders, and fleet owners, ensuring a high-quality experience for all users. You will work closely with product, engineering, and operations teams to achieve this goal.

Key Responsibilities:

  1. Collaborate with product managers to prioritize automation initiatives and features.
  2. Develop and execute product ideas, focusing on rider and driver app experiences, as well as customer care automation.
  3. Work closely with engineering and operations teams to ensure seamless integration and deployment of automation solutions.
  4. Lead stakeholder management, ensuring alignment across teams and fostering open communication.
  5. Develop and manage the product roadmap, setting key milestones to improve customer care through automation.

Requirements:

  1. Product Management Expertise: Proven track record of delivering impactful products, preferably in domains involving automation, AI, or customer care.
  2. Stakeholder Management: Collaboration, communication, and organizational skills are critical for this role, as you will work closely with a wide range of stakeholders.
  3. Technical Fluency: Familiarity with AI, APIs, and automation tools is a plus.
  4. Leadership: Motivates teams, provides direction, and fosters a culture of ownership and accountability.


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