Project Manager - Customer Experience

About noon :

noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering regional talent and businesses to meet the full range of consumers' online needs.

Noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region's homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.

We are creating the Middle East's local digital champion and are looking for world-class talent to join our team.

Who will excel ?

We're looking for candidates who thrive in a fast-paced, dynamic start-up environment. We're searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.

Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work. Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision. Is this you?

Requirements :

- Minimum 10 years of work experience with 6+ years of experience in CRM tools or workflow management on ticketing system like freshwork, Zendesk etc

- Detailed understanding of the e-commerce customer support dynamics and workflows

- Lean/Six Sigma Green belt certifications with exposure to VSM projects will be preferred

- Hands-on experience of flow chart and SOP management is a must

- Experience in handling multiple projects with regards to improvement of call center operations (example - development and deployment of products and tools for the enhancement of efficiency of processes)

- Identification and creation of processes to track and deployment of manpower across voice and non-voice channels to have an optimized costing and increased effectiveness

- Create KPIs, weekly, monthly, and quarterly plan for the leadership showcasing the outcome of the projects

- Be an automation champion: should have excellent knowledge in excel (VBA - preferred), intermediate knowledge of SQL and overall should be able to coordinate with product team to automate processes and decrease manual efforts

- Stakeholder management: should be able to coordinate with stakeholders within the call center like quality audit, voice channel and non-voice channel to identify areas of improvement and design project plans and implement them in a phased wise manner

- Be the mantle bearer and lead with examples

KEY RESPONSIBILITIES :

- Help define the problem statement and work with the Group Analytics partner for possible solutions

- Engage with business stakeholders to plan and initiate strategies within budgets to 'increase the efficiency and lead digital transformation'

- Ensure program visibility and carry project-based approach

- Work with planning & operations team to increase customer satisfaction, cost optimization and efficiency improvement

- Present performance insights and performance dashboards for the business and designing alert mechanism for real time corrections

- Understand best practices across formats and implement relevant learning to enhance program effectiveness

- Managing and collaborating with Operations Teams and CRM vendors (Preferred: Zendesk/Aspect) to optimize workflow requirements and increase efficiency

- Work with product and engineering teams to spec out and build relevant features, and drive adoption of relevant features

- Develop strategy for platforms which ties into an aspiration around the value proposition, and work with various stakeholders to build that value proposition

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