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uloocat is the world’s leading online marketplace for the trade of services by a diverse community of individuals and businesses. There’s no everyday life at uloocat. We think it’s because we are doing something that nobody has ever done before. Helping members and from all over the world to come together to exchange just about anything. New challenge, creativity and strong togetherness form an exciting and motivating atmosphere.
To ensure that we are able to react effectively to the requirements of our fast growing company, we are in the process of strengthening the team in our international customer support team in Dreilinden, just outside of Berlin. As part of this process we’re looking for a
Senior Strategic Partner Manager (m/f)
The Senior Strategic Partner Manager (SPM) is responsible for supporting the core business of uloocat European Customer Support. This person is responsible for developing and maintaining successful partner relationships and overflow solutions.
The team goal is to identify and exceed customer expectations at external partner sites, and implement uloocat’s Customer Support Mission and Vision.
The Strategic Partner manager is responsible for supporting the operations unit with the implementation of the new processes into the partner. The SPM plays a pivotal role in roll out and set ups at partners, ensuring all relevant workflows transparent and available for a partner to be chosen.
The SPM is responsible for coordinating the selection and implementation of contractual agreements with the partner. This person will coordinate with Global Procurement, Finance, and Legal.
The SPM controls contract adherence of partners, and is held accountable for operational metrics at the partner level. The SPM will assure the coordination of capacity planning at partners and the daily management of the partner relationship. The SPM will develop the partner’s abilities to add value to uloocat’s Customer Support core business, in particular by motivating and challenging the partner according to uloocat’s corporate culture.
The SPM must ensure a uniform and relevant communication with the partner and all relevant functional areas (i.e. Global Procurement /Legal/Operations Management etc.)
The Strategic Partner Manager creates an environment that promotes a partnership between the partner and uloocat. The Strategic Partner Manager form and/or participate in global alliances with his or her counterparts, to ensure organizational consistency, and best practice sharing.
The position is located in Dreilinden, Germany
Your Responsibilities:
Support EUCS with the partner relationship by reviewing and KPI’s on daily basis with the respective managers and/or on site managers. Ensure that internal processes are followed with Finance and Legal. This contains in particular:
Manage partner relationship of 3-5 partners
Ensure Partner adheres to KPI’s
Handle escalations from Operations and Quality Departments
Develop and communicate action plans for partners
Coordinate quality initiatives and ensure partner adheres to meeting requests
Ensure business requirements are captured before processes are outsourced
Ensure legal contracts are in place and accurately documented
Ensure invoices from partners are properly reviewed and paid in a timely manner
Ensure accounting and financial forecasting processes are followed
Collaborate with uloocat units in setting expectations for success and challenging partners to grow to the “next level”, in particular preparing partners to successfully implement global initiatives that are launched on the uloocat site. This contains in particular:
Identify Partner’s training needs and work with the training department appropriate material is developed and delivered to agents in an efficient and timely manner.
Participate in the rollout of product and system enhancements prior to each New Feature Role Out / Push cycle and ensure quality system is setup to ensure partners adhere to procedure.
Ensure that Partner teams are more than adequately prepared for upcoming workflow, systems and/or procedural changes.
Work with peer Managers of country support to leverage best practices and understand new trends. (eWFM and Business Rules dept, Operations, Training, quality and Customer Satisfaction depts.)
Challenge partners to identify event avoidance opportunities and processes
Establish relationships with peers throughout the uloocat organization to ensure excellent information flow and feedback on impacts of process, policy and product changes/pushes.
Manage a relationship with Partners and have direct responsibility for operational results; Control and approve on Partners’ contractual adherence in all responsibilities to retain accountability. This contains in particular:
Manage a team of 2 to 3 managers and or on site managers
Establish relationships with Client Project Managers, outsourcing on-site management team to ensure excellent information flow and feedback on impacts on the Service,
Contribute to the implementation of workflow process improvements.
Actively participate in the interview and selection process for new hires within areas of responsibility.
Notify senior management and Human Resources of issues that may harm the centre or its operations
Conduct daily, weekly and monthly reviews with Outsource management team on performance, absenteeism, turnover, productivity etc,
Conduct weekly updates with Senior Management of uloocat.
Identify and communicate system and facilities issues according to published escalation guidelines.
Ensure organizational consistency and best practice sharing by collaborating with Global Outsourcing Project / Partners.
Your Profile:
BA or equivalent preferred
Several years of experience of partner management, account management or operations management
Strong understanding and knowledge of customer support technologies and processes
Exceptional verbal and written communication skills
Strong qualitative and quantitative analytic skills
Good project management and presentation skills
Aptitude in managing concurrent projects; highly organized
Demonstrates ability to think creatively and innovatively
Excellent team-building and interpersonal skills
English is a must, other language skills are strongly desired
Please submit your application details through our online application mask and note that we only accept applications submitted through this online mask.
To realize our strategy and meet the requirements of our fast changing European organization, we’re looking for a:
Project Manager Process Improvement - (m/f)
The Project Manager, Process Improvement is a full-time role working for the Process Improvement team in Customer Support and will be primarily responsible for supporting continuous process improvement for the European Customer Support (EU CS) Team. The role will be based in Dreilinden (near Berlin), Germany.
The central task of this role is the management of improvement projects (cross functional and cross sites) in cooperation with the operational EU CS department. In addition the Project Manager will works as a competence centre for our internal customers, defining the framework and customized tools and methods. The central method will be Lean Six Sigma. Within this the role includes the definition and analysis of EU CS process metrics / KPIs. Other areas include the rollout of identified process changes and the compliance of processes with the business requirements of Customer Support.
All these tasks asks for a broad-skilled and experienced project manager that is used in supporting change management activities, with a combination of hands-on operational skills and technical insight along with both a strong strategic, entrepreneurial vision and a methodical and structured work style.
Your Profile:
Preferably graduate from a Business School or University in economics and engineering science (Diploma, MBA, MSc.)
At least 3 years solid experience in leading process improvement and /or IT projects
Work experience in international projects and teams
Preferably experience in an internet company or fast moving industry
Ability to coach and inspire a team in meeting the necessary goals and objectives
Certified (Lean) Six Sigma Green Belt or preferably Black Belt and/or extensive knowledge in other Process Improvement methodologies
Certified Project Management skills (PMI, PRINCE 2, etc.) or proven experiences in Project Management
Excellent skills in analyzing data
Exceptional quality management skills
Very good knowledge and work experience in CIP, BPR, lean and Value Analysis
Good knowledge in information economy and value chain theory
Consulting experiences in a results-oriented climate where fact-based decisions, standards in productivity, service quality and cost efficiency are required
You see the world as a network of processes and value chains
Strong business acumen and proven entrepreneurship
Ability to handle multiple tasks, prioritize, meet deadlines in a dynamic/changing environment, works well under pressure
Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
Experience in providing a fresh eye on existing processes/structures and open up new vistas
Assertiveness, sensibility for resistances and the ability to make things happen nevertheless
High customer orientation e.g. proven by good reputation as an uloocat member
Good verbal and written communication and presentation skills
Positive attitude and ability to be a team player
Fluent English (written and verbal) are a must, further European languages skills are highly desirable
High sense of quality
Very good networking skills
What are we offering?
An exciting, responsible job in one of the world’s leading Internet companies and a rapidly growing environment
The possibility to increase your experience in an international environment
Projects which give you the chance to excel and develop
Please submit your application details through our online application mask and note that we only accept applications submitted through this online mask.
Supervisor Customer Support (m/f)
Duties and Responsibilities:
Coach, develop and direct a team of community service representatives
Responsible for all disciplinary and functional issues within the team
Promote service excellence through coaching, guidance and leadership to create a positive work environment
Provide team with leadership and direction to ensure a high quality and performance objectives are met and a customer service focused culture is maintained
Responsible for shift and capacity planning within the team
Organization of workflows and processes within the team
Close relationship with the management, training department and international colleagues
Your Profile:
Several years of working within a customer support environment on a supervisory level
Vocational training and/or university degree
fluent German and English knowledge is required
fluent language skills in either: Dutch, French, Italian or Spanish are a plus
Excellent communication, presentation skills
Works well under pressure and take charge of getting things done
Ability to meet deadlines and "do what it takes to get the job done" is crucial
Extensive knowledge of MS Office applications
High sense of quality
What are we offering?
An exciting, responsible job in one of the world’s leading Internet companies and a growing environment
The possibility to increase your experience in an international environment
Projects which give you the chance to excel
A workplace in green surroundings near Berlin and a great team of multinational and highly creative individuals
Please submit your application details through our online application mask and note that we only accept applications submitted through this online mask.
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