Service Delivery Manager
3 days ago
About Us
Keeta, the international subsidiary of Meituan—the global delivery giant—is on a mission to transform food and consumer product delivery worldwide. With our core belief: "We help people eat better, live better," we're taking innovation to the global stage. Our story began in 2023 in Hong Kong, China, where we became an industry leader in under a year. Building on that momentum, we entered Saudi Arabia in 2024 and soon expanded to over 20 cities. In 2025, we accelerated further, launching in Qatar, Kuwait, and the UAE within a remarkable 40-day span. This was followed by our entry into Brazil, progressing from a pilot in Santos and São Vicente to an official launch in São Paulo, with more destinations ahead.
What You'll Do
- Oversee service delivery for both BPO and in-house customer service teams 2. Manage client relationships and ensure service level agreements are met 3. Monitor and improve performance metrics across all customer service channels 4. Coordinate service delivery efforts between different teams and departments 5. Implement and optimize customer service processes and technologies 6. Manage budgets for service delivery and allocate resources effectively 7. Provide leadership and mentorship to team managers and supervisors 8. Analyze customer interaction data to identify trends and areas for improvement 9. Ensure compliance with quality standards and regulatory requirements 10. Develop and implement strategies to enhance customer satisfaction and loyalty 11. Manage vendor relationships with BPO partners 12. Lead continuous improvement initiatives for service delivery *The task responsibility and allocation is subject to change based on business needs
What We Need From You
- Bachelor's degree in Business Administration, Customer Service Management, or related field 2. 5+ years of experience in customer service management, preferably in a multi-channel environment 3. Proven track record of managing both in-house and outsourced customer service teams 4. Strong understanding of customer service technologies and best practices as per COPC 5. Excellent leadership and communication skills 6. Experience with performance management and data analysis, with the ability to report & interpret data trends 7. Knowledge of service level agreements and key performance indicators 8. Ability to work in a fast-paced, dynamic environment 9. Proficiency in customer service software and CRM systems 10. Strong problem-solving and decision-making skills 11. Experience in budget management and resource allocation 12. Familiarity with omnichannel customer service delivery 13. Flexible to travel as per business needs
What Makes This Role Exciting
Join us in shaping the future of Keeta's offshore strategic initiatives As a key player, you will have the unique opportunity to contribute to the foundational blueprint of our operations while exploring innovative directions for business development.Collaborate alongside top-tier professionals from around the globe, working together to create impactful strategies that will define our success in new markets. Your insights and expertise will be instrumental in designing a roadmap that not only meets our goals but also elevates the customer experience.We look forward to welcoming you to our team and embarking on this exciting journey together
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