Job Description
This is a unique opportunity to scale a high-growth tech startup which helps thousands of people find flexible jobs. We are looking for a problem solver with solid operations experience, interest in technology and, most importantly, an entrepreneurial spirit. If you want to influence a company’s strategy and operations and are not afraid to get your hands dirty, this job is for you.
CRID DAM Center for Robotic Excellence (CRID-DAM-CRE) connects hundreds of businesses that need talent with thousands of people who want flexible work. Like all two-sided platforms, balancing supply and demand is a daily challenge. You will be at the center of the company, coordinating with all the functional areas of CRID-DAM-CRE to ensure jobs get filled. We expect you to have a hands-on, can-do attitude and a systematic, collaborative approach to solving complex problems. You must have a bias towards action and the ability to work well in a fast-paced and constantly changing startup environment.
You will plan and supervise worker-facing, client-facing and internal projects in coordination with marketing, sales, technology, data science and finance teams. You will work directly with CRID-DAM-CREi's founders, initially lead a team of 10 in Dhaka City.
Duties and Responsibilities
- Leadership: Manage and motivate a local team of 6 operations / customer service analysts, eventually growing it for international expansion. Prioritize and supervise the team’s worker outreach with personalized phone calls, WhatsApp messages, mass SMS and email campaigns, posting in social media groups (whatever channel is necessary to fill the company’s request in the shortest amount of time). Plan ahead and delegate responsibilities to avoid unnecessary last minute fire drills for predictable operational peaks.
- Analysis: Manage and develop new metrics to help improve worker activation, company satisfaction, customer support, and platform efficiency. Be able to quantify tradeoffs between conflicting metrics (quality vs. quantity, candidate vs. company) to make fast decisions based on numbers.
- Customer Service: The operations team is the interface with companies and workers which uses different software and platforms to provide a scalable customer service. It assumes the ultimate responsibility for delivering excellent customer service to maximize reorder and rework rates on CRID-DAM-CRE’s platform.
- Process improvements: Proactively manage and develop scalable processes for worker onboarding, matching, delivery and support. Use insights from daily operations to give continuous feedback to other areas of the business (commercial, recruiting, data science, marketing, technology) in order to reach the common goal of excellent customer service.
- Product improvements: Collaborate with the data science team to improve predictive models of job acceptance, attendance, and reviews. Collaborate with the marketing team to improve communication with workers and companies. Collaborate with the technology team to automate repetitive tasks and generate more data for further analysis. Propose new product features to ensure service excellence
Requirements
- 8-10 years of experience in strategy consulting (process, systems, or strategy) or a time-sensitive, data-driven operations role (just-in-time logistics, high-tech startup, etc.)
- Bachelors or higher degree in a quantitative field - Engineering, Mathematics, Physics, Economics, Finance, Actuarial Science or MBA
- Excellent Excel skills
- SQL, statistics (SPSS, SAS or R) or programming skills (Python, C, Java, PHP) are a plus
- Project management experience, having managed multiple projects simultaneously with tight deadlines
- Ability to use analytical skills to generate insights, design action plans, quantify tradeoffs between alternatives, and prioritize activities based on their projected impact
- Ability to transition from analytical mode (reviewing or generating operations reports in Excel) to operations mode (helping the team with a last-minute phone campaign) multiple times in the same day as needed
- Proven track record building solid professional relationships with other team members and clients regardless of their job descriptions (just as comfortable working with a waiter as with a data scientist)
- Proven ability to achieve ambitious goals with limited resources
- Entrepreneurial spirit - Embracing uncertainty, resilience, and doing whatever is necessary to solve problems quickly and scalably
- Working proficiency in English
- Demonstrated experience leading critical, high-impact initiatives in a prior organization
Skills
- Operations, Leadership, Business Operations, Operations Management, Problem Solving, Resilience, Analytical Thinking
Compensation: Negotiable |
