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Community Operations Manager
Chicago or Miami
Posted on 2/1/2022
Wrigleyville, Chicago, IL, USA
Experience Level
Desired Skills
Data Analysis
  • 5+ years of experience working in customer support, preferably in the technology services industry
  • 3+ years leading remote or diverse teams, preferably in the marketplace or technology services industry
  • Strong analytical and decision-making skills, able to effectively problem-solve with few resources
  • Ability to establish innovative practices aligned with the business goals and performance indicators
  • Experience measuring the risk or reward of implementing new initiatives and provide detailed data-driven analysis
  • Demonstrated success with scaling support organizations, including change management and communication
  • Proven ability to motivate, influence, and work effectively with different levels of employees and diverse groups
  • Ability to tailor communications for effective management of objectives, presenting to senior leadership, and handling crises
  • Expert time management and prioritization skills and works well under constraints or high demand
  • Experience with managing organizational communication is strongly preferred
  • Experience with managing BPO preferred
  • Manage the customer support department's day-to-day functions, optimizing internal & external facing processes for efficiency and scale
  • Own Key Performance Indicators (including but not limited to: CSAT, productivity, Quality, adherence, etc.) for your team, manage processes to achieve goals, and motivate and train your team to achieve success
  • Collect data and analyze data to identify operational and customer experience issues. Recommend data driven solutions to drive overall support experience
  • Motivate team members through strategic team building and communication initiatives. Maintain morale through establishing trust among Specialists and Team Leads
  • Manage and develop Community Operations Team Leads & specialists, assist with monitoring their specialists' overall performance
  • Respond and handle customer inquiries including but not limited to frontline and escalation cases
  • Identify and implement solutions to achieve operational excellence
  • Own and manage the end-to-end process improvement cycle by reporting, analyzing, planning, and implementing workflows and processes designed to elevate support experience and achieve operational excellence
  • Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs. Develop a business contingency plan for your team
  • Collaborate with internal business stakeholders to ensure implementation and execution of product changes impacting support operation
  • Manage internal and external communications; deescalate customer relations and prevent churn through cross-collaboration and effectively manage expectations with Instawork Professionals
  • Deliver expertly on initiatives across business functions. Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk
  • Collaborate with organization leaders on full-scale projects that enhance the Instawork brand and increase engagement
  • Actively participate in recruiting efforts
  • Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions

51-200 employees

On-demand staffing app
Company Overview
Instawork’s mission is to create economic opportunities for local businesses and professionals. The company is building a flexible staffing digital marketplace that connects businesses with hourly workers.