E-Commerce - Partner Operations Manager

About the team: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a Partner Operations Manager to manage the BPO vendors and daily operational performance. Key Responsibilities: - Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan; - Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. - customer satisfaction, service level, handling time); - Ensure SOP documentation/training material and all relevant frameworks are in place; - Sharing performance report and raw data on a weekly basis to BPO for performance management; - Taking note of action items and feedback on every meeting and assigning owner to each action item and following through the status of completion; - Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers; - Review all escalation from the in-house team and provide comprehensive feedback to the BPO team; - Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators; - Prompt communication and facilitate Train and Trainer on all SOP and product features update; - Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting; @@HD@@- Support ad-hoc projects and initiatives per business needs. Qualifications@@/HD@@ Minimum Qualifications: - Bachelor's degree or equivalent practical experience. - 3+ years of experience in a in a customer service environment. - Demonstrates effective, clear and professional written and oral communication. - Proven experience building, managing and influencing relationships with internal stakeholders. - Full professional proficiency in English and Portuguese is required for the role. Preferred Qualifications: - Experience in global service launches, especially in new market kickoff. - Experience in eCommerce or marketplace platforms. - Skilled in problem-solving, issue resolution, multitasking, and meeting tight deadlines with strong attention to detail. - Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives. - Results-driven team player with strong ownership and high standards.