Service Manager

International German company in search of a talented Service Manager for Russian region

Main tasks of the Position:

• Define partner service standards for company and ensure organization orientation towards Partner needs;
• Assess partner experience based on internal and market benchmarks, define partner experience elements and strategy, plan and execute it;
• Ensure partner experience KPI are in agreed for organization level including service level for call center, turnaround time for delivery, claims resolution speed and quality, order placing experience, partner survey;
• Lead service team: call center, partner relations, order processing, claims, partner support;
• Drive organization development in service area - service trainings, workshops, updated standards;
• Budget management of growing organization.

Professional experience and special competences:

• 3 years + relevant experience in operations with team management and KPIs improvement;
• Call center management is a plus but not mandatory;
• Higher education – bachelor degree or higher;
• English intermediate + written and oral;
• Strong Excel skills;
• Organized and self-directed;
• Well structured;
• Stress Resistant;
• Capable to work in fast changing environment;
• Good communicator.