Job Description

Job Description

YOUR MISSION

The Live Operations Process Optimization Specialist will be responsible for owning and leading the definition, optimization, and automation of Live Operations processes, driving cross-functional initiatives to improve operational efficiency and performance, managing end-to-end process definition and improvement projects, and acting as a subject-matter expert and decision-maker on Live Ops processes within the Process Optimization team.

THE JOURNEY

  • Define and design E2E Live Operations processes for customer, rider and partner support agents from scratch with limited supervision, including:Understanding global and local AS-IS processesIdentifying pain points and improvement opportunities by diving deep into data and auditsDefining TO-BE processes to drive satisfaction, efficiency, scalability and consistency to Customers, Riders and PartnersCoordinating reviews and alignment with stakeholdersActing as t...

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