Customer Experience at Postmates

We’re the face of Postmates delivering relevant, reliable support to help millions of customers and merchants we serve every day to unlock the best of their cities – and their lives. We challenge ourselves to think outside of the box to create innovative solutions and experiences that delight our customers and help change delivery for good.

WHAT WE DO

In this newly created position, Postmates is seeking a motivated change agent, with a history of driving results, to establish a continuous improvement culture, create efficiencies, and improve the overall customer experience, by working cross functionally. 

The Director of Insights, Planning, and Continuous Improvement is responsible for developing and guiding the implementation of Customer Experience’s continuous improvement strategy and short and long term staff planning. This role includes the Quality and Learning & Development teams. This is done by having overall leadership in the planning, development, and implementation of continuous improvement projects for Postmates’ customer support operations, to include outsource partners. Director will deliver initiatives that reduce costs and improve customer experience. Director will cultivate the implementation of significant cross-functional process improvement projects from ideation to sustaining results. Director will own the change management cycle with QA and L&D.

Director will work closely with product and operations management teams to align on priorities and plans. Director will work closely with the Workforce Management team for effective long term staff planning to meet service level targets across multiple channels for multiple lines of business. Director keeps operations managers and senior leaders informed through business analytics and through the design and maintenance of scorecards, dashboards, and reporting.

Director’s success is a critical factor to the financial performance of the larger organization.  

Postmates is on a mission to help people unlock the best of their cities -- and their lives -- with an industry-leading on-demand “anything” network. We’re the first and still the leading company in the on-demand space -- with a fleet of more than 615,000 Postmates, the largest network of merchants in the U.S. and a brand that has become a verb in pop culture. We’re looking for people who are passionate about doing ‘whatever-it-takes’ to solve a customer’s problem.

At Postmates, customers are the center of our business whether it’s our Sellers, Buyers or Fleet.  We pride ourselves in providing fast, consistent, and world-class personalized customer service from highly skilled agents using the most cutting edge tools and systems.  We want all of our Customers, Postmates, and Sellers to have a high-touch, personalized service experience.

YOUR RESPONSIBILITIES

Continuous Improvement 

• Provides thought leadership and industry expertise to establish and strengthen the continuous improvement program
• Establishes meaningful collaborative relationships with both internal and external partners and stakeholders
• Identifies, defines and designs process automation and process simplification opportunities
• Motivates cross-functional teams in generating solutions to address complex problems utilizing fact-based decision 
• Guides and manages all aspects of process improvement including, but not limited to, cost/benefit analysis, process analysis, data analysis, solutioning, implementation and confirming results
• Supports implementation of solutions, communication, and strategy to improve process awareness and effectiveness of long-term initiative success
• Develops and owns a customer-focused CI framework, toolkit and language to be deployed across the organization and the company 
• Drives team through deep analysis and assessment to identify a backlog of CI opportunities 
• Tracks the CI program portfolio
• Thinks strategically, while staying on top of tactical execution 

Analysis 

• Guarantees the validity of all assumptions behind various cross functional models and forecasts 
• Interfaces with all departments providing downstream inputs
• Works with Managers to determine best methods and metrics for tracking, reviewing, and understanding business performance and associate performance 
• Works with external analytics department to pose the right questions at the right time, interpret the information, and make recommendations

Quality and Learning and Development

• Oversees the quality assurance program to ensure that 1) an appropriate amount of audits is conducted to understand current state and provide improvement opportunities, 2) employees are given accurate, timely, informative, and helpful feedback, and 3) the department maintains cost targets
• Oversees the learning and development program to ensure that 1) all new hires are properly trained before being released to operations, 2) all current employees stay informed and trained on changes, and 3) targeted employees receive spot or remedial training as needed 
• Owns the feedback and process loop between QA to CI to LD

OUR REQUIREMENTS

• Excellent communication, interpersonal and organizational skills with a hands-on management style
• Excellent oral and written communication skills for up, down, and across communications in order to explain complex issues and to build consensus 
• Ability to think strategically and translate strategy into practice
• Ability to evaluate risks and define approaches for mitigation
• Literate in financial analysis and has strong budgeting and forecasting skills

OUR PREFERRED QUALIFICATIONS

• Bachelor's Degree required; Masters Degree preferred (Industrial Engineering or MBA)
• Lean Leader or Six Sigma certification is desired
• Certified Project Management Professional is desired 
• Certified Change Management Professional is desired
• 10+ years experience executing continuous improvement initiatives
• 8+ years experience in a position of leading, coaching and motivating a team 
• 4+ years experience capacity planning or workforce management in large scale operation
• Call center experience is a plus, but is by no means a requirement
• Able to start from ambiguous problem statements, access relevant data, make appropriate assumptions, conduct insightful analysis, and draw conclusions
• Technical literacy and competencies across numerous platforms
• Confirmed history of getting results 
• Sets relentlessly high standards
• Strong interpersonal skills and executive presence 
• Ability to travel domestically 20%