Senior Customer Experience Manager in Uklon

Uklon is a product IT company which develops a leading ride-hailing service. Daily, Uklon expert team pumps up one of the largest infrastructures on the market of Ukraine and abroad ensuring the interaction between drivers and riders.

We create a high-load product with ambitious technological challenges, latest innovations and non-trivial moves behind. Our work framework is to test new hypotheses, push our ideas using the latest tech stack.

Let’s drive the industry together!

Join us as a Customer Experience Manager

Hiring process:
Introduction, a test assignment (we value your work and time, so we pay for the test assignment) and a final meeting.

What our offer includes specifically for this role:
• the ability to bring innovations in building service processes and customer experience
• the ability to develop service processes in several markets simultaneously
• the ability to select and engage innovative solutions aimed at improving customer interaction (AI)
• absence of bureaucracy in process changes, which makes it possible to respond to changes on site
• all the necessary resources and tools to implement bold and creative ideas and initiatives
• working with the product that is used by you and embodies the results of your work
• a transparent system of growth in the Company, regular performance & salary review
• corporate culture where everyone is valuable, freely expresses their ideas and has an impact on the processes

How exactly you can influence the development of the Company:
• examining existing and future business processes and working with internal groups to drive/assist in continuous improvement
• standardizing processes according to best practices and market reality and developing a continuous improvement culture to ensure lessons learned and go beyond
• recognizing and addressing organizational barriers to ensure the future success of new programs and projects
• analyzing current KPIs for CX, generating insights and acting on the main opportunities, ensuring we reach a high customer satisfaction rate according to their inputs
• managing a high-performance team to achieve company targets with low effort
• coordinating focus groups and research to bring the voice of the customer inside the company
• leading strategic projects in the customer service area, as well as defining standards and playbooks
• reporting to high levels about results, learnings, questions, and other progress made by the area

Challenges for six months:
• the person has a comprehensive understanding of all department processes and goals. They independently coordinate the operational work of subordinate teams. They initiate the development of a plan to improve existing processes
Completed:
• audit of existing operational processes in teams to identify areas for improvement
• evaluation of already developed initiatives and their contribution to key metrics such as СSI, QA etc
• audit of the existing unit structure and structuring of roles and responsibilities in teams
development of a Customer Service Quality strategy
• approval and implementation of communication and interaction processes between key company departments to achieve KPIs (Contact rate, CSI, process adherence etc.)
• subordinate teams are beginning to demonstrate consistent performance
• eNPS (Employee Net Promoter Score) of subordinate team

To achieve the results, you will need:
• 3+ years of relevant work experience in management consulting, operations, customer service
• 3+ years leading teams or cross-functional projects
• deep experience with continuous improvement methodologies
• advanced communication skills (written and spoken)
• experience creating and optimizing processes
• strong analytical and critical thinking skills
• ability to lead individuals in creating and implementing the best solutions for the business, drivers, and consumers
• advanced in Excel or other data management tools

How do you manage your working hours?
• You determine a convenient time for yourself; However, in order to be efficient, we have business hours from 11:00 a.m. to 04:00 p.m.
• You choose a convenient format by yourself (office/remotely/mixed), work from any corner of Ukraine and the world
• 20 days off for personal needs and 10 days off due to illness (with remuneration)
• day off on your birthday as a gift from the Company
• day off for blood donation

How will you level up your skills in Uklon?
• in-house trainings, workshops, hackathons, knowledge sharing, etc.
• corporate training
• corporate library and subscriptions to information resources
• attending webinars, lectures involving company speakers, etc.
• personal/team budget for training
• English lessons

Work (War) — Life Balance
We are a socially responsible company, so we devote a lot of time to volunteering activities and regularly support team spirit outside of working hours: we take pleasure in exciting team building events, sports competitions, etc. We say no to routine and monotony, so we create the environment where you can really enjoy doing your job. We are fun to be with.

Regular Sport Activities:
• Uklon Football
• Uklon Online Yoga

Health Care:
• corporate health insurance, including for members being abroad

If you are looking for a vibrant and ambitious product company aiming at development and global expansion, if you are interested in using the latest technologies and ready to further improve your expertise, join the Uklon team.