Head of Shared Service Centre - Europe (f/m)

Descrizione

foodora: bringing good food into your everyday!

We're bringing good food into your every day – but that means more than just bringing you your favourite meals from local restaurants. It means we hit the streets to find the next must-try spot and we chat with the locals to stay ahead of the latest in food. We sit down with chefs, dreaming up menus that will arrive at your door fresh and full of flavour.

You can find our signature pink bikes in 21 countries, enabling our customers to order their favourite food through our app (for iOS or Android) or web portal. We’re connecting foodies and restaurants from Helsinki to Sydney and together with our riders' energy and our amazing partner restaurants, we're redefining delivery food to include the very best meals from beloved local restaurants.

We are currently looking for a Head of Shared Service Center (f/m) for the European market within our Berlin HQ!

Responsibilities:

• You have operational and strategic responsibility for all teams within the Shared Service Center (Customer Service, Partner Service, Fleet Communications, Partner Care, Training / Quality and Workforce Management)
• Ownership of all KPIs relating to availability, quality and efficiency of service provided to all customer groups
• You are responsible for developing and empowering your leadership team to ensure all relevant business units are managed in a qualitative and efficient way
• Close cooperation with stakeholders in global teams (offering strategic support) and local teams (sitting at the heart of development and operations in each respective country)
• Champion clear communication and expectations to Recruitment, HR and IT teams in order to ensure necessary needs of the Shared Service Center are met
• Effectively collect, filter, analyze, aggregate and present findings based on customer experience insights to senior management and product teams to affect positive change

Requirements:

• Excellent verbal and written communication in English
• 6+ years of working within Service Operations teams
• 4+ years of leading teams and working with indirect reports
• Deep understanding of developing leadership and management skill sets for all layers of a contact center
• Experience in managing large outsourced or in-house teams in a global environment
• Demonstrated ability to influence across all levels of the business, positively challenging others to drive the best customer experience
• Flexibility to respond quickly to change and re-prioritize. Ability to problem solve, frequently in ambiguous situations.Exceptional stakeholder managementTeam player with good sense of humor

What we offer:

• Modern and spacious office in the heart of Berlin
• A young, vibrant and highly motivated team
• Sharp learnings, exposure to company top management
• A great working atmosphere and regular company and team events
• Benefits include corporate discounts, free drinks, fresh fruits and cereals
• Responsibility and impact from day one in a fast growing and global company
• Great promotion and career opportunities

Up for a challenge? Apply now!