1 день назад
Senior Manager, CS QA & Performance Management
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Manager, CS QA & Performance Management (Customer Service Quality and Performance Management): Establishing scalable quality governance, performance measurement frameworks, and workforce planning systems across Customer Service operations with an accent on operational quality, data-driven efficiency, and customer experience. Focus on leading root cause analysis, optimizing capacity and resource allocation, launching operational programs, and developing managers and quality specialists.
Location: Taipei, Taiwan
Company
is an e-commerce company expanding its Rocket Delivery and Rocket Oversea services in Taiwan.
What you will do
- Define and execute Customer Service quality assurance strategies, governance frameworks, evaluation methodologies, and auditing mechanisms.
- Monitor quality and operational metrics, identify root causes, and lead corrective actions to improve customer experience.
- Lead workforce planning, capacity forecasting, resource allocation, and efficiency optimization across service channels.
- Develop performance management frameworks and data-driven reporting systems.
- Partner with Product, Program, Operations, and Training teams to support launches, operational readiness, alignment, and strategic decisions.
- Lead, coach, and develop managers and quality specialists, including succession planning.
Requirements
- Bachelor’s degree or higher.
- 10+ years of professional experience in Customer Service, Quality Assurance, Operations, or Workforce Management.
- 5+ years of experience managing managers and large operational teams.
- Strong analytical capability and stakeholder management skills.
- Hands-on experience with front-line processes and operational data.
- Verbal and written English communication skills for global stakeholder collaboration.
Nice to have
- Experience in quality assurance governance, operational excellence, and capacity management within large-scale operations.
- Experience supporting or implementing AI-enabled customer service solutions.
- Advanced data analysis and business intelligence skills using analytics tools.
Culture & Benefits
- Opportunity to contribute to ’s expansion in Taiwan.
- Focus on customer obsession and consistent customer experiences.
- Collaboration with global stakeholders and cross-functional teams.
Hiring process
- Application review, job fit interview, focus interview, and offer.
- The process may vary depending on the role, scheduling, or other circumstances.
- Interview schedules and results are communicated by email.
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