Farera | Careers | Senior Ops Manager

Senior Operations Manager

What Your Role Involves

As a Senior Operations Manager at Farera, you will be at the forefront of establishing and scaling our Customer Care department. You will create and implement customer care operations from the ground up, working closely with our product and technology teams to provide a seamless and efficient customer experience. Your role will involve leveraging technology and AI to drive automation, reduce operating costs, and ensure operational excellence.

Key Responsibilities

Develop and implement customer care policies and procedures from scratch.
Collaborate with product and technology teams to enhance our back-office systems, personal areas, and other tech stack features related to customer service.
Analyze customer interaction data to identify pain points and develop tech-driven solutions for scalable, cost-effective customer care.
Serve as the initial customer care agent and manage customer interactions personally to gain firsthand insights.
Recruit, train, and scale the customer care team to handle increasing volumes as we grow.
Oversee manual operations to ensure efficiency and effectiveness across all customer care functions.
Bring a hacker mentality with an entrepreneurial mindset to innovate and improve processes continually.

What You'll Need to Succeed

Proven experience in a customer care leadership role, preferably within the travel or e-commerce industry.

Strong understanding of customer service best practices and the ability to develop policies and procedures.
Hands-on experience with customer interactions and a passion for delivering exceptional service.
Ability to collaborate effectively with product and technology teams.
Proficiency in data analysis and the ability to derive insights from customer interaction data.
Experience in leveraging technology and AI for customer service automation.
Excellent problem-solving skills and a proactive attitude.
Strong communication and interpersonal skills.
Fluency in multiple languages and previous experience in a travel-related customer service role will significantly enhance your effectiveness in this global environment.

Senior Operations Manager

What Your Role Involves

Key Responsibilities

Develop and implement customer care policies and procedures from scratch.
Collaborate with product and technology teams to enhance our back-office systems, personal areas, and other tech stack features related to customer service.
Analyze customer interaction data to identify pain points and develop tech-driven solutions for scalable, cost-effective customer care.
Serve as the initial customer care agent and manage customer interactions personally to gain firsthand insights.
Recruit, train, and scale the customer care team to handle increasing volumes as we grow.
Oversee manual operations to ensure efficiency and effectiveness across all customer care functions.
Bring a hacker mentality with an entrepreneurial mindset to innovate and improve processes continually.

What You'll Need to Succeed

Proven experience in a customer care leadership role, preferably within the travel or e-commerce industry.

Strong understanding of customer service best practices and the ability to develop policies and procedures.
Hands-on experience with customer interactions and a passion for delivering exceptional service.
Ability to collaborate effectively with product and technology teams.
Proficiency in data analysis and the ability to derive insights from customer interaction data.
Experience in leveraging technology and AI for customer service automation.
Excellent problem-solving skills and a proactive attitude.
Strong communication and interpersonal skills.
Fluency in multiple languages and previous experience in a travel-related customer service role will significantly enhance your effectiveness in this global environment.

Senior Operations Manager

What Your Role Involves

Key Responsibilities

Develop and implement customer care policies and procedures from scratch.
Collaborate with product and technology teams to enhance our back-office systems, personal areas, and other tech stack features related to customer service.
Analyze customer interaction data to identify pain points and develop tech-driven solutions for scalable, cost-effective customer care.
Serve as the initial customer care agent and manage customer interactions personally to gain firsthand insights.
Recruit, train, and scale the customer care team to handle increasing volumes as we grow.
Oversee manual operations to ensure efficiency and effectiveness across all customer care functions.
Bring a hacker mentality with an entrepreneurial mindset to innovate and improve processes continually.

What You'll Need to Succeed

Proven experience in a customer care leadership role, preferably within the travel or e-commerce industry.

Strong understanding of customer service best practices and the ability to develop policies and procedures.
Hands-on experience with customer interactions and a passion for delivering exceptional service.
Ability to collaborate effectively with product and technology teams.
Proficiency in data analysis and the ability to derive insights from customer interaction data.
Experience in leveraging technology and AI for customer service automation.
Excellent problem-solving skills and a proactive attitude.
Strong communication and interpersonal skills.
Fluency in multiple languages and previous experience in a travel-related customer service role will significantly enhance your effectiveness in this global environment.