Customer Operations Manager

3 weeks ago

Toronto, Canada Zoomo Full time

At Zoomo, our vision is to help decarbonise our cities through innovation in the last-mile delivery space. Zoomers represent over 20 nationalities and our leadership team originates from 8 different cultural backgrounds

Expect to join a passionate, collaborative team that wants to make our streets greener and serve our riders. If you enjoy open and transparent decision-making processes, where constructive feedback encourages entrepreneurial, creative and agile minds to grow read on.

**The Role**

As a Customer Operations Manager at Zoomo, you will be responsible for all operations of our Toronto business. You will manage and develop your store team, own local financial performance, and shape and implement company policies and procedures. You will act as the point of contact for the Canadian market and ensure the highest level of customer service for our riders. This is primarily an in-person role at our Zoomo store in downtown Toronto.

**Key Responsibilities**
- Own core KPIs for store financial performance, operational efficiency, and customer experience
- Raise the global Zoomo standard for in-person customer experience
- Develop and empower a store team of Technicians and Rider Advisors, including through active feedback and coaching
- Collaborate with regional strategy, marketing, and partnerships teams to grow Canada into a global leader for Zoomo.
- Work with the global operations team to develop and implement innovative retail processes and practices that improve operations and profitability
- Maintain compliance with store policies and procedures, including H&S standards and data integrity.

**Requirements**:

- 5+ years of experience in retail/operations management
- Passion for coaching and leading a team
- Exceptionally clear and concise written and verbal communicator
- Track record of achieving sales targets and financial KPIs
- Comfort with multi-tasking under pressure
- Excited by a growth environment
- Willing to try new strategies while keeping the focus on achieving results
- Thrive in rapidly changing, fast-paced, and ambiguous conditions
- Proactive approach to getting things done and solving problems
- Ownership mentality. No job is too big or too small
- Flexibility to work on weekends and public holidays

If you're an enthusiastic leader and operator who is passionate about providing the best customer service experience and building a high-performing team, we want to hear from you. Join our team and be a part of the Zoomo legacy

**Benefits**

At Zoomo, we celebrate diversity and are committed to creating an inclusive environment and equal opportunities. We offer you the chance to be part of an organization in hyper-growth mode with plenty of opportunities for personal development, including
- Autonomy and ownership of the work you do.
- Global fun with a team spread from Australia, the US, UK, Germany, France, and Spain
- Working at a well-funded start-up with a strong leadership team and global presence.
- Health & dental benefit package
- Equity options package
- Zoomo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees._
- #LI-ONSITE_

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