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 revolutionise 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.Our career development philosophy.Our commitment to being a force for good.We have a vision: To give everyone easy access to anything in their cities. And this is where your ride starts. YOUR MISSION As a Performance Manager, you will play a pivotal role in driving the success of our Live Ops operations across the globe. You will lead a team of Regional Coordinators responsible for ensuring the highest standards in training and quality across our hubs. We are looking for someone with a strong background in training and quality, exceptional people management skills, and a reputation as a strong executor who can deliver results efficiently and effectively.
THE JOURNEY Strategic Oversight: Develop and implement comprehensive strategies to optimize training programs and quality assurance processes across all Live Operations hubs.Performance Management: Monitor and analyze key performance indicators (KPIs) such as CSAT for newbies, AHT, and QA scores. Use data-driven insights to identify performance gaps and opportunities for improvement.Training Review & Enhancement: Collaborate with Regional Coordinators to review, validate, and propose changes to training programs developed by the HQ training team or local teams in various regions. Ensure that the content is aligned with operational goals and effectively tailored to meet the needs of different markets.Quality Assurance: Define and enforce quality standards and procedures. Conduct audits to ensure adherence to process and compliance. Provide actionable insights to address areas of underperformance and drive continuous improvement.Collaboration: Coordinate with Regional Coordinators to manage BPO relationships and ensure alignment on training and quality objectives. Engage in strategic discussions as needed to support effective execution of initiatives.Reporting and Analysis: Regularly report on training and quality performance metrics. Evaluate the effectiveness of training programs and quality assurance activities, and present findings to senior management.Innovation: Stay abreast of industry trends and best practices in training and quality management. Implement new and effective training methodologies and quality assurance techniques to enhance overall performance. Implement AI strategies to improve team efficiency and scalability.WHAT YOU WILL BRING TO THE RIDE Experience: 5+ years of experience in customer service performance management, with a strong background in both training and quality management. Proven track record in designing, implementing, and managing training programs and quality assurance processes.Educational Background: Bachelor's degree in Business Administration, Human Resources, Education, or a related field is a plus. Advanced degrees or certifications in training, quality management, or customer service are a plus.Technical Skills: Proficiency in Learning Management Systems (LMS) and instructional design principles. Proficiency in Quality management tools. Experienced with data analysis tools and methodologies to interpret performance metrics and derive actionable insights. Familiarity with e-learning platforms and tools for creating and managing training content. Advanced proficiency in BI tools and Google Workspace, particularly with spreadsheets (Google Sheets) for data analysis and reporting.Language Skills: Fluent in English (both written and spoken). Spanish is a plus and additional language skills relevant to the markets served by the outsourced contact centers are also advantageous.Training & Development: Strong understanding of training methodologies and best practices, including blended learning, e-learning, and interactive training techniques. Experience in developing and delivering training programs tailored to diverse audiences, including onboarding and continuous development. Ability to assess training needs and design targeted programs.
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