Head of Service Quality Management (Six Sigma) - e-commerce
Salary Very Attractive Salary
Consultant Antonio Mazza
Date posted 22 September 2018 2018-09-222018-11-21 new-media-and-internet Jl. Jend Sudirman Kav. 29-31 Jakarta 12920 Robert Walters Indonesia
An exciting Head of Service Quality Management job has just become available at one of the most respected e-commerce company based in Jakarta.
About the Head of Service Quality Manager role:
Due to excellent results and future expansion plans, the Head of Service Quality Management will play a key role in managing the framework and road map of operational teams service quality standard, system and infrastructure to cope with customer and business needs
- Define & integrate road map for operational teams
- Set up relevant metrics for all the operational team and ensure the regular implementation of quality and healthy check processes
- Provide feedback to ops team regarding the performance management & quality assurance achievements
- Conduct training and need analysis (TNA) and accordingly plan and develop with related training and learning unit experts
- Manage group budget with an effective program implementation
- Enable the close-loop-feedback mechanism to flow from all the insights obtained from quality assurance checking
- Bachelor’s Degree in any relevant field, preferably statistics, mathematics, industrial engineering and communication. MBA is a plus.
- At least 8 years of experience, background in Management Consulting, e-commerce/Online shopping, telco and banking industry
- Experience in customer operations, customer advocacy management, total quality management & quality assurance with good Analytic thinking, negotiation & time management, and planning & organising
- Extensive knowledge and understanding of all aspects of e-commerce operation, customer experience strategy, design, and policy
- Extensive knowledge process improvement, preferably Lean Six Sigma Certified
- High level of adaptability in working in a fluid environment
- Excellent organisational and problem-solving / decision-making skills
- Ability to manage multiple projects and priorities
- Dependable and reliable with timely follow-up skills
This leading e-commerce company is widely known in Indonesia. The company is expanding its reach by experimenting with new endeavours that will create large impact in the markets and industries the company will touch. With a flat organisation structure, the culture is very dynamic with a diverse group of professionals.
If you are a driven and determined entrepreneurial leader and ready to take the next step in your career, this Head of Service Quality Management job is for you.