Description
My Client based in Pangbourne requires a Global Operations Manager
Purpose of role:
Castrol Digital Accelerator is seeking an Operations Manager who will be responsible for making sure that the Carama service and associated support function is performing and delivering a best in class user experience.
Castrol Digital Accelerator is the innovation and business development team of Castrol, lubricants division that creates new businesses beyond its lubricant heritage. One of these businesses is Carama, a hybrid solution bringing consumers to trusted convenient workshops which will become the start of an industry defining smart maintenance product (initially for cars).
The role will report to the Carama General Manager and will be based Pangbourne with the global Carama team. Some local and international travel may be required.
The core Carama digital product is a two-sided marketplace where we connect small businesses (Workshops) looking for consumers with auto repair needs via a single scalable online platform. Our platform will be vertically integrated and spans the entire life cycle from consumer acquisition to return of a serviced or repaired vehicle.
The support role will ensure Car Owners and Workshops enjoy an optimal experience. It will involve defining the operational model and processes, setting and managing KPIs, building a support and operations team, management of 3rd party suppliers, and will provide an important role in supplying feedback to the product team to ensure the platform is always improving. This is a challenging role where only excellence in operations will do; being involved at the start of this journey the scope for career development and expansion is significant.
Key Results/Accountabilities expected from role
- Define the operational model for Carama and associated processes
- Establish a global support function co-ordinated across multiple 3rd parties
- Ensure the Carama service is operating against agreed KPIs
- Ensure support is delivering a personal and engaging, best in class user experience
- Where necessary liaise with our 3rd party suppliers for issue resolution
- Constantly seek additional knowledge, anticipate user needs and find solutions to any challenges that arise
- Work closely with Product Management on understanding ways to improve the product and to drive product excellence
Key long term challenges faced in the role (in relation to section 4 & 10)
- Carama must deliver award winning user experience. It is especially important that any customers needing help have their issues quickly and professionally resolved and overall have a positive experience of the Carama platform
Experience & Expertise (mandatory & desired)
REQUIRED SKILLS/EXPERIENCE:
- Previous experience in an operations role for a web based service
- Strong analytical skills, capable of analysing complex technical information to identify patterns, trends, linkage and priority
- Excellent written and verbal skills, with the ability to translate complex concepts into easily understood principals
- Previous experience leading and mentoring teams
- Previous experience working with Senior Management teams
- Strong project and people management skills
- Experience of managing outsourced services and vendors