Customer Care Optimisation Manager, Novi

Business Development & Partnerships | Dublin, Ireland

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About Novi

For many people around the world, basic financial services are still out of reach: about 1.7 billion adults globally remain unbanked. The cost of that exclusion is significant — $25 billion is lost by migrants every year through remittance fees. This is the challenge we’re hoping to address with Novi, whose goal is to provide people everywhere access to safe and affordable financial services. At Novi, you will be working with a talented and dedicated group of people who are passionate about changing the world. Our leadership is experienced and some of the best minds working today in their respective fields. We’re still early in the process of developing Novi, and are looking for talented, passionate team players, mission focused professionals to join our team. At Novi, we are looking for you to join a team who can build a future together that empowers billions of people around the world and who are advocates for our Novi customers globally. Facebook's mission is to give people the power to build community and bring the world closer together. Building on this core mission, F2 (Facebook Financial) is a product group focused on building products to ensure that everyone, everywhere has access to the world’s financial system to accelerate financial inclusion and economic empowerment. F2 builds & supports all things payments and financial services experiences at Facebook, including Novi, Facebook Pay, payments on WhatsApp, and advertiser billing, among other products. The Scaled Services Operations team is responsible for the experience, performance and usability of the teammate tools, processes and automation that power F2’s world-class customer care operations. You will have the opportunity to design and build intelligent and efficient solutions to improve F2 customer experience and care center productivity by reducing the effort of customer and care teammates. You will be required to excel in leadership, problem solving especially in ambiguity, project management, and communication skills across a highly cross-functional stakeholder base. You will represent the voice of operations in product discussions and oversee the end-to-end execution of solutions for top business needs. You will form relationships with leaders from Operations, Product Management, Engineering, UX Research, Data Science, and Design to ensure your team has the resources they need to be successful. We are looking for someone who is able to influence business decisions through quantitative and qualitative insights that continually drive to optimize users’ experiences with a strong focus on conversational experiences design and customer care. A leader in this role will be passionate about automation, building teams, including the operational processes and reporting that support them at scale, a cultural leader, and systems thinker who can lead a team to effectively break down problems and scope solutions. Your strong leadership experience coupled with your ability to successfully work cross functionally will allow you to have a large impact within this role and our growing Payments Organisation.

Responsibilities

  • Using your networking skills and experience you will establish a trusted advisor relationship with the executive sponsors of customer care, manage and oversee the launch process of operational tools, as well as user adoption and engagement, and assess the impact on the F2 customers and users.

  • Leaning on your strategic skills, you will identify, develop and prioritize the customer care automation vision and roadmap in collaboration with Product and Operations leadership. Help facilitate operational efficiency and excellence, by ensuring tooling and automation are gauged and contribute to operational KPI’s.

  • Be the advocate for operations by navigating through multiple departments within an organisation to build use cases and business value of operations tools and automation initiatives. Represent the voice of ops in cross-functional activity specifically related to Teammate Tools and automation.

  • You are people and team focused and will establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results. Provide mentorship, guidance, and career development.

  • Using your industry knowledge along with deep customer care automation to serve as a strong cross functional thought leader.

  • You are a strong people manager and will lead a team of Automation and Tools experience Specialists.

  • Your experience in leading large programs will allow you to successfully manage and coordinate stakeholders as needed to ensure the right resourcing, execution and communications are in place to deliver meaningful results.

  • You are process driven and will engage directly with cross-functional engineers and product partners on a global basis to understand and integrate product flows into conversational experiences and to resolve technical challenges.

  • You are a mission driven individual who will carry and drive the Novi care culture with our teammates, your colleagues and within your team.

Minimum Qualifications

  • BA/BS Degree or equivalent experience required.

  • 8+ years experience in cross functional program/project management within a complex fast paced, agile, iterative environment with communication of results to senior management and collaboration with tech and non-tech team.

  • 5+ years people management experience.

  • Experience in managing large enterprise systems implementation from scratch, which will be used by a significant number of users and consumers.

  • Experience in designing and managing conversational automation projects (Chatbots) over messaging platforms for customer care use cases.

  • Experience crafting strategic roadmap plans and translating them into actionable implementation plans within the software for customer care arena.

Preferred Qualifications

  • Business practices and process experience in key customer-facing verticals (Finance/Banking/Insurance, Telecom, Media, Travel, Health Care)

  • Experience running a Professional Services and/or Customer Success team for an Enterprise B2B Software company.

  • Experience in leading digital transformation projects.


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