Director of Customer Experience and Safety

3 days ago


Dublin, Dublin City, Ireland Tbwa ChiatDay Inc Full time

We are seeking an exceptional leader to join our Trust & Safety team as a Senior Manager. In this role, you will lead team performance and drive results in team productivity, quality, and customer experience.

Key Qualifications
  • 5+ years of trust, risk and safety support operations experience.
  • Analytical and data-driven with experience distilling large data sets to actionable insights.
  • Strong leadership skills with experience managing a team of agents.
  • Experience with operational excellence, quality improvements, and performance management.
Responsibilities
  • Manage, coach, encourage, and be responsible for the performance and culture of a team of agents.
  • Maintain functional knowledge of processes, product, and projects related to day-to-day operations.
  • Drive accountability on policies and other guidelines.
  • Manage T&S incidents on the platform.
  • Create new and use existing reporting to identify areas to improve performance metrics and productivity.


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