Apply Now : https://waydot.greythr.com/hire/jobs/way-operations-executive
Job Description:
Way.com is a dynamic and forward-thinking organization specializing in helping customers save on car ownership with both a B2C and B2B approach. We are dedicated to delivering exceptional customer experiences and fostering strong partnerships.
Summary: The Operations Executive will play a crucial role in helping launch new programs, assist with training customer service managers , engage with customers, and manage ongoing program success within our Way+ Vertical. This role will have a heavy focus on the monitoring and reporting of the SLAs and Customer Service efforts for each of our partnerships. You will be required to understand all partner operations and be knowledge experts in the Way+ vertical, staying up to date with any product or program changes. You will use this knowledge to effectively assist customers, team members and vendors in relation to any questions , escalations, and daily operational needs. This role involves training, coaching, monitoring, and managing the verticals to both achieve customer and partner satisfaction and program service level objectives.
Key Responsibilities:
Program Launch & Management:
· Assist with the launch of new programs, ensuring all components are executed effectively and meet project objectives.
· Monitor program performance and make adjustments as needed to achieve success.
Training and Development:
· Provide ongoing coaching and feedback to enhance performance.
Customer Engagement:
· Assist the CS Team in resolving complex customer issues or escalations.
· Monitor and evaluate customer interactions for quality assurance.
· Engage with customers to provide support, answer queries, and promote program initiatives.
· Address customer feedback and concerns to enhance satisfaction and program success.
Performance Management:
· Track key performance metrics and report on team performance to higher management.
Process Improvement:
· Identify opportunities to improve processes and procedures.
· Collaborate with other departments to address systemic issues affecting customer and partner satisfaction.
Training:
· Develop and deliver training materials and sessions for staff and partners to ensure they are well-prepared to implement and support new programs.
Program Reporting:
· Run and analyze reports to assess program performance and identify areas for improvement. Prepare detailed reports for management review.