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Company Description More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.
Job Description
For our growing Global Customer Care and Business Process Outsourcing team we are looking for a candidate to oversee Business Process Outsourcing partners' performance and the processes they run for zooplus excluding Customer Care operations.
- Evaluation of the current business processes run by BPOs to determine improvements
- Designing and implementing new processes with the focus on automations
- Using performance metrics to measure the effectiveness of the processes and to identify gaps
- Collaborating with multiple stakeholders within the organization including IT, Finance, Shop Operations, Legal and Logistics
- Ensuring compliance with relevant regulations and industry standards including risk management
- Performance monitoring of our BPO partners on contractually aligned KPIs
- Point of contact for internal stakeholders raising their needs to outsource business processes
- Preparing and visualizing data insights for MBRs/QBRs
- Resource planning, forecasting and budget monitoring
- Introducing best practices to optimize costs, services, productivity and quality
- Leading negotiations and discussions between the partner and internal stakeholders
Qualifications
Additional Information
With more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely or face-to-face at the office.
- Minimum of 4-6 years of management experience in BPO or SSC industry
- Bachelor or Master's degree in the field of economics or finance
- Project management experience
- Strong communication and presentation skills
- Ability to work in international teams
- Hands on approach
- Excellent English (spoken & written); additional language as a plus
- Willing to travel
- Comprehensive knowledge of partner and process management
Additional Information
With more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely or face-to-face at the office.
Our benefits:
20% discount in our zooplus shop
Internal and external training
Team events
✈️ Extra vacation days
️ Multisport card
Private medical care
Want to know more? Learn more about who we are and what we do and visit our LinkedIn company profile.
zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
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