Strategy & Operations Manager (Customer Experience)

Job Description

About Revolut People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, our super app has helped 25+ million customers get more from their money. And we're not done yet. As we continue our lightning-fast growth, we believe that two things are essential to continuing our success: our people and our culture. So far, we have 5000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution. About the role At Revolut, we do Ops differently. Our hyper-talented Operations experts don’t just keep things ticking over, they’re given the most complex, hard-to-solve problems in the business \uD83E\uDDE0 Then they create elegant, scalable solutions that keep pace with our ambitious growth plans. We don’t like to brag, but it’s fair to say we’re an ever-changing, ever-growing, ever-awesome FinTech, right? \uD83D\uDC40 Please note that as this is a Customer Experience role (including working closely with the customer support team), it requires presence in our office in Bangalore (Koramangala, 7th Block). Fancy it? Let's get in touch \uD83D\uDC47 What you’ll be doing • Building mechanisms to listen to the customer and deliver best in class business offerings; • Optimising and scaling Customer Experience processes and working with the Global Teams on devising detailed playbooks, product integrations and air-tight execution of Revolut products • Working closely with the global chat team to build out the support playbook • Continuously benchmarking against new and existing training methodologies, tools, and processes to drive training capabilities • Developing a process for improving user CSAT (Customer Satisfaction) without sacrificing quality parameters • Serving as a subject matter expert for the most complicated of escalations • Demonstrating excellent business analytics to perform root cause analysis activities • Driving continuous support improvement through innovation, including working with product and engineering teams to develop better tool and scalable services • Interacting frequently across different teams to discuss complex topics and issues to improve the customer experience What you'll need • At least 5-10 years work experience in a fast paced, high growth environment • Experience managing customer facing teams in a fast-paced environment • In-depth knowledge of the India financial services front-to-back product cycle, especially with onboarding and settlement • Deep understanding of quality program design, implementation, delivery methods, and processes • Ability to make a good business case and convince people to help you execute • Experience working with cross functional teams across multiple time zones • Curiosity by nature and interest in making an impact • Ability to break complex problems into smaller ones and enjoy working with data to facilitate your work using tools such as Excel Nice to have • A STEM degree (Engineering / Physics / Mathematics / Chemistry / Economics / Finance) • Data tool experience SQL / Python / R • Start Up / Tech / Tier 1 Consulting Experience Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team. By applying for the above position, you will confirm that you have reviewed and agreed to our Data Privacy Notice for Candidates . #LI-SD2 Apply for this job