Associate Manager, Operations - Monterrey, México - Transplace de Mexico Global

Transplace de Mexico Global

Empresa verificada

Monterrey, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

This team works an alternate schedule. Hours are 10:00 to 21:00 with a one-hour lunch. Team members are scheduled to work four days; then they are off four days.

What You'll Do

Oversee a team of Carrier Support reps responsible for end to end ownership of carrier escalations
Cultivate and develop a highly successful and engaged team
Performance coaching, performance monitoring
Move fast, build with us, change the support model at Uber Freight, reduce Carrier churn through the buyin you establish on your team for proactive, empathetic communication
Motivate a team to achieve or exceed departmental goals and initiatives
Actively manage the quality of support interactions with carriers
Coach reps through difficult situations and support on challenging escalations having empathy is key
Ability to communicate both up, down, and across on key metrics and performance.

Tasks Include

Providing realtime feedback and answering questions related to effective solutioning for both carriers and shippers
Manage performance and SLAs both on individual level for your directs and larger level for your team as a whole
Holding biweekly 1v1 meetings with your direct reports to discuss performance, career development, and any other issues that may arise
Meeting with internal stakeholders on the account management side to learn about the accounts your team will be supporting and delivering best practices back to your team
Helping to construct SOPs that outline support specific tasks for individual accounts your team will be handling
Receive and implement feedback and/or new processes quickly
Take full ownership of the escalation process for your team, including organization of tools, documentation, and correct points of contact

We're Looking For

Prior management experience not required; however we will be interviewing for leadership abilities and experience
Empathy for Carriers if you go above and beyond to make the RIGHT call from the carrier's perspective, we want to hear about steps you've taken
Strong ability to collaborate cross functionally with internal teams great relationships across the organization are key to everything we do. We want our stakeholders to hold us accountable to action and you should take ownership of hitting our goals and helping others hit theirs
Proven track record of high performance in current and previous roles at Uber Freight/Legacy Transplace with experience taking on larger scope this is a very visible position and you'll need to be able to present results to large audiences and action quickly on feedback
A critical thinker who can come up with creative solutions to complex problems
A selfstarter who sees problems as opportunities to understand our business and build better solutions going forward
Outstanding written and verbal communication skills

Basic Requirements

Bachelor degree
Excellent English skills
Minimum of 2 years experience at Uber Freight (Transplace) in either Customer or Carrier facing operations role or similar Customer or Carrier facing experience at a logistics or transportation company or a shipper

Experience:
Required

2 year(s): Minimum of 2 years experience at Uber Freight (Transplace) in either Customer or Carrier facing operations role or similar Customer or Carrier facing experience at a logistics or transportation company or a shipper

Education:
Required