CX Operations, Senior Manager

CX Operations, Senior Manager

UNITED STATES

OPERATIONS – GLOBAL OPERATIONS

FULL-TIME – SALARY

REMOTE

Lime is the world’s largest shared electric vehicle company. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Our electric bikes and scooters have powered 400+ million rides in 250+ cities on 5 continents, replacing an estimated 100+ million car trips. Named a Time 100 Most Influential Company and Fast Company Brand That Matters, we achieved a fully profitable year in 2022, becoming the first in our industry to reach this milestone.

We are looking to hire a stellar Senior CX Operations Manager to own the entire operations program for the Customer Experience Team. You will partner closely with the BPO vendors to constantly raise the bar on the support experience while ensuring our operational infrastructure is serving our local needs.

The right candidate will be obsessed about our riders, exceptional at both operations and strategy, energized about building, scaling and constantly iterating for continuous improvement.

This role reports to the Director of Customer Experience and Knowledge Management and can sit anywhere Lime operates globally.

What you’ll do:

• Own the BPOs relationships, contracts, performances
• Own the CX operational structure balancing user experience, compliance, city requirements and cost
• Build, maintain and evolve all BPO programs for operational excellence
• Proactively evaluate, propose and onboard new partners to drive efficiencies or quality improvements
• Build strong relationships with Local Operations and Government Relationship teams to ensure constant alignment in the CX service and operational infrastructure with city requirements and feedback
• Collaborate on the budgeting, forecasting, staffing and scheduling processes
• Support the BPO teams to grow and evolve at the same rate as Lime

About you:

• Track record of success in Customer Support Operations Management, preferably in an outsourcing environment
• Highly customer-centric and has an intuitive understanding of customer/client needs
• Demonstrated ability to independently use data and dive deep into operational details to creatively solve problems, find ways to improve, and track results
• Ability to build trust, interact globally with all levels of the organization and able to effectively communicate and influence team members and/or partners across cultures
• Comfortable juggling a wide range of responsibilities at the same time, meeting established deadlines
• Bonus: start-up, zendesk and google suite experience

The anticipated salary range for this position is $86,000-$142,000. Equity and benefits may be provided as part of the compensation package, depending on the position offered. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate’s skills, experience and other qualifications as well as the candidate’s location of residence. In addition to base salary, some roles may be eligible for a variable bonus based on a combination of company performance, employee performance, and management discretion.

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Why Lime?

When you join Lime, you join a global community of smart, caring, talented individuals working together to deliver world-changing results; striving to create an experience that enables Limers to do their best work. Here are some ways we support and invest in our team:

• Competitive salaries, performance-based annual bonus and pre-IPO equity
• Health and wellness offerings for all team members starting day one including access to top-tier fitness and mindfulness apps
• Flexible vacation policies with ample paid holidays tailored to country of residence
• Fully-paid leave following the birth or adoption of a child and financial, medical and educational support for Limers pursuing parenthood
• Support for retirement and financial goals with unlimited access to financial advisors
• Unlimited, complimentary use of our vehicles in hundreds of cities around the world
• Professional growth opportunities through quarterly learning days and top-tier tools
• Opportunities to connect across teams and locations to network, socialize and volunteer
• Culture of belonging with Employee Resource Groups that engage and promote cultural awareness and DEI training across all functions
• Consistent recognition of great work through meaningful rewards and career advancements
• Benefits and perks vary depending on the nature of your employment and country of residence. Terms and conditions may apply.

If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page.

Lime is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and globally diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.