Remote Vacancy.
Avito is seeking a Senior Business Partner, Customer Service.
The Customer Service Business Partner team helps build effective interaction with the product and business. The goal is to constantly improve metrics, inform support about product changes, and inform the product about user requests or problems. They solve complex, project-based tasks jointly with business verticals/horizontals that concern users.
Your responsibilities will include:
- Building and developing regular relationships with product leaders to inform them about user issues and, if necessary, escalate solutions for complex problems;
- Implementing joint goals and KPIs (CR, TpU, CSAT) with verticals/horizontals, introducing agreed-upon team approaches to working with business and product;
- Organizing cross-team interaction and information flow, both internally and externally to customer service, to fulfill the development strategy of your vertical/horizontal (WBR, MBR, QBR, and VoC digests);
- Managing a team: setting tasks, managing performance, building a development plan;
- Managing cost efficiency within responsible verticals (CpT);
- Developing and maintaining a Roles Matrix and Communication Map within the responsible portfolio of verticals.
Requirements:
- At least 3 years of experience as a Project Manager in product, service, or business;
- Experience in IT, telecom, e-commerce, or other service companies;
- Knowledge and practical application of CJM (Customer Journey Mapping) methodologies;
- Deep understanding of support service operations and customer needs;
- Focus on implementing best practices and striving for continuous improvement;
- Experience with Jira or other task and request management systems;
- Experience working with large volumes of data, identifying patterns, and quickly extracting the most important information for clients;
- Stakeholder management skills, ability to build partner relationships with stakeholders at any level;
- Active participation in discussions and formulation of customer support policy based on data and research (as an advantage).
Working at Avito means:
- Transparent bonus system, competitive salary;
- Remote or hybrid work format (great offices in Moscow near Belorusskaya metro station, in St. Petersburg near Novocherkasskaya metro station, in Kazan, and in Samara);
- A talented team ready to support your initiatives;
- Health and wellness: from day one, you'll have voluntary medical insurance with dental coverage, company offices offer access to therapists and massage therapists, and dedicated gyms for employees;
- Development of useful skills: a large library of courses for employees to enhance negotiation skills, improve English, etc.
