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Community Strategy Experience Manager
2 weeks ago
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Community Strategy Experience ManagerTrella, Saudi Arabia
Ready to change the world? We're reinventing freight and logistics at Trella. We're a YC-backed technology company and we're looking for the best talent out there to help us build and scale our product offering. We aspire to create a step-change in the industry and we want you to be a part of the journey
At Trella, we obsess about the quality of our service, and delivering a top-class experience that establishes trust with our Shippers and Carriers is core to how we operate as a company and how we design our product. At Community Operations we own this company value and are mandated to propel Trella's lightning speed scaling in the smartest, most efficient way.
We are looking for a Customer Strategy amp; Operations Manager to design and optimize the best support operations and experience for our community of Shippers and Carriers. This role will have a heavy focus on data analytics, project management, process amp;content design and continuous improvement, all while maintaining a customer-centric mindset, full on hustle mode, and a strong appetite for learning new things and have fun while at itRoles Responsibilities:
- You'll be tasked with scaling Community Operations while dealing with an ultrafast company pace and growth projectile
- Be an industry and market subject matter expert
- Be the point of contact and work closely with Ops stakeholders
- Design, implement, and optimize support footprint, operations, and channel activities
- Listen attentively to the voice of our community and provide feedback to our stakeholders
- Dive deep into performance numbers, perform gap analysis and take data-driven actions to continuously improve our service quality
- Ensure collaboration with the Ops and Product teams to improve internal tools and user experience
- Be in charge of development and improvement projects for CommunityOperations
- Development / launch of new products and initiatives
- Development of operational excellence projects
- Maintaining a proactive mindset and always thinking out of the box
- 4+ years of experience in any of the below job families: operations, support operations, project management, consultancy, or investment banking
- A background in a fast-paced tech company / startup is a plus
- Lean Six Sigma certification is a plus
- Data-driven and analytical in mindset. SQL, coding, or programming experience is a plus
- Fluency in English and Arabic is necessary
- A problem solver with a bias for action. You embrace challenges and would stop at nothing to create solutions, considering done to be better than perfect
- Process and optimization is your bread and butter.
- You're excited about the opportunity to create new processes and implement them across the support organization in a consistent and organized manner
- Communication prowess and experience in managing a complex stakeholder matrix
- You have superior planning and organizational skills and you strive under pressure
- Integrity is one of your core values, and you're excellent in following through on tasks
Information Technology and Services - Riyadh, Saudi Arabia
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