About the team
The Business Process Support Department is a team that ensures the uninterrupted operation of the entire unit, responsible for planning, online monitoring, training, informational support for support agents, quality control, description, process change and implementation of changes, as well as for interaction with other divisions of Avito.
What you'll do:
- Develop the Content Design strategy to achieve the goals of the Customer Service Center and participate in the development of plans for content products;
- Manage the Customer Service content design team of over 100 people;
- Define the structure of the direction and high-level areas of responsibility for different functions within the direction;
- Organize the content creation process for support agents and Avito users based on product scenarios, taking into account the specifics of Customer Service operations;
- Create and develop approaches for assessing content effectiveness and quality;
- Implement approaches to adapting regulations for their effective use in automation scenarios and for reuse in LLMs;
- Develop the support's Tone of Voice as a tool to influence the customer experience;
- Interact with a large number of stakeholders in Customer Service and throughout Avito to coordinate and launch cross-functional projects.
We expect you to have:
- Experience in a leadership role for a large operational team, including experience managing managers for at least 3 years;
- Strong managerial skills in team management and development;
- Experience working in complex cross-functional teams and projects, possessing advanced stakeholder expectation management skills;
- Practical experience in implementing AI products within your unit;
- Familiarity with content management tools;
- Familiarity with Customer Service processes;
- Experience managing UX editing, product editing, and content teams will be a significant advantage.
Working with us means:
- Official employment from the first working day;
- A talented team ready to support your initiatives;
- A transparent bonus system, a decent salary — we'll discuss the amount during the interview;
- An ocean of opportunities for professional development: online and offline training for employees, access to corporate libraries and courses;
- Health care: from day one, you'll have VHI (Voluntary Health Insurance) including dentistry, a therapist and massage therapist are available at the company offices;
- Hybrid work format: wonderful offices in Moscow at Belorusskaya metro station and in St. Petersburg at Novocherkasskaya metro station.
