обновлено 12 дней назад
Senior CS Program Manager (TW CS Program 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 CS Program Manager (TW CS Program Management) (Customer Service Operations): Designing scalable end-to-end workflows and operational systems for customer service frontline operations in Taiwan with an accent on process architecture, data-driven optimization, and operational resilience. Focus on translating performance metrics and customer feedback into actions, building rapid fail-safe workarounds, and aligning cross-functional stakeholders to deliver launches on time.
Location: Taipei, Taiwan
Company
operates e-commerce and delivery services, including Rocket Delivery and Rocket Oversea, and is expanding its business in Taiwan.
What you will do
- Design and own a multi-quarter process architecture roadmap for customer service frontline operations.
- Transform fragmented workflows into scalable, standardized enterprise frameworks.
- Build analytics mechanisms to monitor operational health and convert metrics, agent friction points, and customer feedback into actions.
- Design, test, and deploy rapid workaround solutions during system outages and operational disruptions.
- Lead project timeline management and ensure launches are delivered on time.
- Align cross-functional stakeholders and drive operational change through clear communication and storytelling.
Requirements
- 8 years of work experience required.
- Experience establishing and optimizing large-scale operational processes.
- Ability to define and use performance metrics to identify improvement areas and measure success.
- Ability to manage multiple priorities in a dynamic, fast-paced environment.
Hiring process
- Application review.
- Phone interview.
- Onsite or virtual onsite interview.
- Offer.
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