Job Description

DESCRIPTION
We are looking for an experienced professional to manage marketing, site merchandising, and process optimization for our Digital Shared Services Marketing team. This individual should thrive in a fast-paced environment where they can drive customer experience improvements and be instrumental in expanding our capabilities across multiple digital teams.
Key job responsibilities
- Front line manager for a team, approximate size ~15-18 which builds marketing campaigns and supports quality check of campaigns across different languages.
- Owner of program specific goals around SLA, quality and productivity
- Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated.
- Work with product and technical teams to build and improve the tools and technology to support the process.
- Define, measure and present operating metrics to senior Management.
- Manages people performance and support career growth.
- Responsible for identifying customer impacting issues, finding and implementing solutions.
- Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues, etc.
- Participate in hiring and mentoring leadership talent pipeline.
About the team
Optimus team provides marketing, merchandising and operational support across Books organization. We manage end-to-end campaign execution including emails, push notifications, onsite promotions, and selections across 10 GLs. The team's core strength lies in standardizing operations through SOPs and automation, while providing end-to-end campaign support from creation to performance tracking.
BASIC QUALIFICATIONS
- Graduate (any stream).
- 6+ years of overall experience of which a minimum 3+ years in managing people.
- Track record of meeting and exceeding high service delivery standards.
- Experience in driving process excellence and productivity improvement
- Experience owning and building processes with limited guidance.
- Experience in independently conducting deep dives to aid problem solving, by identifying blockers and coming up with solutions.
- Identify continuous process improvement opportunities globally, reducing SLAs, and should be able to independently drive these initiatives.
- Demonstrated experience working with program managers and business teams.
- Willingness to work flexible work hours.
- Experience using data and metrics to measure impact and determine improvement.
PREFERRED QUALIFICATIONS
- 2+ years of knowledge/experience in marketing would be preferred
- Experience in managing process and operational escalations
- Experience in SLA management
- Exposure to process improvement/quality control tools and methods
- Experience in understanding metrics and developing them.
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