How exactly you can influence the developmentof the Company:

● Support and development of current clients:- communication with current corporate clients;- processing complex and non-standard requests, finding solutions in cases that go beyond standard processes;- maintaining a high level of service and long-term relationships.● Process and efficiency analysis:- continuous monitoring of the efficiency of corporate customer service processes;- analysis of bottlenecks, operational losses and inefficiencies;- comparative analysis of current processes vs. expected/target state;- preparation of analytical materials and conclusions based on data.● Formation of strategic conclusions:- preparation of substantiated conclusions and recommendations for service improvement;- participation in the development of solutions to adapt processes to new market realities;- making proposals for product, service and customer experience development;- work at the intersection of operations, product, analytics.● Optimisation and automation:- identifying opportunities to reduce operating costs, increase team efficiency and automate repetitive processes;- initiating changes and participating in their implementation;- supporting changes until a consistent result is achieved.

Challenges for three months:

● Month 1 - Immersion and understanding of the systemMain objective: Quickly understand Corporate Rides end-to-end business, customers and processesExpected deliverablesFull understanding:1) the Corporate Rides product2) end-to-end customer journey3) key processes of working with current customers4) Independent management of some customers under mentoring5) Understanding of key metrics, SLAs, pain pointsSpecific deliverables:1) description of current processes for working with corporate customers (as-is)2) a list of the main problems / bottlenecks identified during the work3) First hypotheses on possible improvementsSuccess criterion: Candidate is familiar with the processes and can reasonably explain how and why things work the way they do.
● Month 2 – Independent work and analyticsMain objective: Move from observation to independent case management and analysis.Expected deliverables: 1) Independent management of an assigned pool of corporate customers2) Processing complex and non-standard requests3) Conducting the first in-depth analysis of one of the processesSpecific deliverables1) Analytical review of one process (e.g., late arrivals, cancellations, SLAs)1) Clear conclusions and 2-3 suggestions for improvement3) An agreed action plan (quick wins + mid-term)Success criterion: The candidate does not only record the problems, but also proposes realistic solutions within the constraints.
● Month 3 – Impact and first improvementsMain objective: Start influencing the system, not just working within it.Expected deliverables: 1) At least 1-2 process improvements initiated and implemented2) Improvement of one of the indicators:- SLA- processing time- number of repeat requests- quality of customer experience3) Consistent, predictable customer serviceSpecific deliverables1) Change implemented or launched (process / operational)2) Results recorded (before/after)3) Suggestions for scaling changes to other customers Success criterion: Candidate demonstrates Senior influence: sees beyond his/her own area and works for the team's results.

To achieve the results, you will need:

● 3+ years of experience with corporate clients (B2B, Key Accounts)● ability to handle complex communication with clients and solve non-standard requests● skills in analysing operational processes and identifying bottlenecks● ability to work with data: analysis of indicators, preparation of conclusions and recommendations● experience in process optimisation and/or automation
understanding of service and business metrics● ability to formulate structured materials: conclusions, suggestions, recommendations● systematic thinking and self-management: ability to see end-to-end processes, independently find and eliminate root causes of problems, formulate and test hypotheses and effectively prioritise tasks under high workload
proficiency in Excel● business communication and cross-functional interaction: ability to make a structured argument based on data, facilitate discussions between stakeholders and effectively coordinate solutions to achieve common goals.● English – B1+

How do you manage your working hours?

● Flexible schedule based on role responsibilities● 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.