How exactly you can influence the developmentof the Company:

● Supporting and developing existing clients:
- maintaining communication with existing corporate clients;
- handling complex and non-standard requests, finding solutions in cases that go beyond standard processes;
- maintaining a high level of service and long-term relationships.● Analyzing processes and performance:
- continuously monitoring the effectiveness of processes for working with corporate clients;
- analyzing bottlenecks, operational losses, and inefficiencies;
- a comparative analysis of current processes vs the expected/target state;
- preparing analytical materials and conclusions based on data.● Forming strategic conclusions:
- preparing substantiated conclusions and recommendations for service improvement;
- participating in shaping decisions on adapting processes to new market realities;
- making proposals for the development of the product, service, and customer experience;
- working at the intersection of operations, product, analytics.● Optimizing and automating:
- identifying opportunities to reduce operational costs, increase team efficiency, and automate repetitive processes;
- initiating changes and participating in their implementation;
- supporting changes until a stable result is achieved.

Challenges for three months:

● Month 1 – Immersion and understanding of the systemMain goal: Quickly understanding the business, clients, and Corporate Rides processes end-to-end.Expected resultsFull understanding of:1) the Corporate Rides product2) the customer journey (end-to-end)3) key processes for working with existing clients4) independently handling part of the client base under mentorship5) understanding key metrics, SLA, pain pointsSpecific deliverables:1) a prepared list of the main challenges / bottlenecks identified during work2) first hypotheses regarding possible improvementsSuccess criterion: The candidate is oriented in the processes and can convincingly explain how and why everything works the way it does.
● Month 2 – Independent work and analyticsMain goal: Moving from observation to independently managing cases and conducting analysis.Expected results: 1) independently managing an assigned pool of corporate clients2) handling complex and non-standard requests 3) conducting the first deep analysis of one of the processesSpecific deliverables1) an analytical review of one process (e.g., delays, cancellations, SLA)1) clear conclusions and 2-3 proposals for improvement3) an agreed action plan (quick wins + mid-term)Success criterion: The candidate not only identifies problems, but also proposes realistic solutions taking constraints into account.
● Month 3 – Impact and first improvementsMain goal: Starting to influence the system, not only work within it.Expected results: 1) at least 1-2 process improvements initiated and launched 2) improvement of one of the indicators:- SLA- processing time- number of repeat contacts- quality of customer experience3) Stable, predictable work with clientsSpecific deliverables1) an implemented or launched change (process / operational)2) documentation of results (before / after)3) proposals for scaling the changes to other clientsSuccess criterion: The candidate demonstrates Senior-level impact: seeing beyond their own area and working toward the team’s results.

To achieve the results, you will need:

● at least 3 years of experience with corporate clients (B2B, Key Accounts)● the ability to conduct complex communication with clients and resolve non-standard requests● skills in analyzing operational processes and identifying bottlenecks● the ability to work with data: analyzing indicators, preparing conclusions and recommendations● experience in participating in process optimization and/or automation● an understanding of service and business metrics● the ability to prepare structured materials: conclusions, proposals, recommendations● systems thinking and self-management: the ability to see processes end-to-end, independently find and eliminate root causes of problems, formulate and test hypotheses, and effectively prioritise tasks under high workload● business communication and cross-functional interaction: the ability to argue a position based on data in a structured manner, facilitate discussions between stakeholders, and effectively align decisions to achieve common goals● English – B1+

How do you manage your working hours?

● Flexible schedule with required collaboration hours from 11:00 to 16:00● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation