Team Lead for Process Management in B2B Support at Market

Some processes in Yandex Market are ensured by the well-coordinated work of the customer service team.

You will manage a team of managers, improve processes in B2B support, analyze and enhance key metrics, ensure compliance with deadlines and agreements with customers.

What tasks await you

Team Management You will manage the team: distribute tasks and areas of responsibility, monitor process efficiency. The team consists of 15–20 people, and their tasks include analyzing and developing all B2B partner support processes.

Process Analysis and Optimization You will design and implement changes, analyze their impact on support metrics. You will also be responsible for managing cross-functional projects. You will need to form V-Teams for specific processes, plan and break down tasks into smaller ones, and control deadlines and results.

Interacting with Teams You will maintain communication within the team and with cross-functional services, and devise the most effective formats for exchanging tasks and information.

We expect that you

• Have managed a team of more than ten people
• Have worked in customer or partner support for more than a year
• Easily find common ground and know how to negotiate with people
• Know the main stages of project development and implementation
• Take responsibility for quality and results
• Know how to set tasks, find resources for them, and control their execution
• Can independently manage projects, implement, and optimize processes
• Can work under conditions of multitasking and uncertainty, prioritize tasks