Overview:The Team Lead,Managed Marketplaces will be responsible for managing a small book of business while serving as a technical coach for a dedicated cohort of individual contributors in conjunction with leading and developing new hires to deliver best in class service for our clients.
In addition, this individual will partner with our HR & Training teams to manage and optimize our new hire on-boarding experience and improve the speed and quality that new team members add value to our clients. As this role will help build strong individual contributors, this individual will also play a key role in our team’s talent acquisition strategy and process.
The Team Lead, Managed Marketplaces performance will be measured in three key areas:
- Service Quality Metrics Achievement
- Quality Assurance Implementation
- New Hire Time to Proficiency
- New Hire Post-Training Quality of Service
- Voice of the Customer Results
- Client Retention
Responsibilities:- Drive Managed Marketplaces strategy for a group of clients. Far exceeding their expectations for service and channel performance.
- Own and optimize current training program including developing alternative training solutions to better suit the needs of the business i.e. instructor led, self-paced, virtual, blended, etc
- Identify training gaps and develop content to meet the training needs
- Monitor and evaluate the training effectiveness through feedback and evaluation of the new hire process
- Provide regular 1-1 hands-on training sessions
- Updating procedures and best practices as needed
- As a prior domain SME, staying up to date on industry trends and product & partner features
Qualifications:- Bachelor’s degree or above
- 2 years of hands-on Managed Marketplaces (e-Commerce focus ideal) experience
- Excellent communication and leadership skills
- Ability to plan, multi-task and manage time effectively
- Strong writing and record keeping ability for reports and training manuals
- Experience in analyzing business needs and selling value to customers