Manager, Seller Support, simsim

Minimum qualifications:

• Bachelor's degree or equivalent practical experience
• 4 years of experience in Customer/Merchant Service, Quality Operations, and Operations Management

Preferred qualifications:

• MBA
• Experience in designing and implementing quality processes
• Experience in managing the performance of extended workforce support operations
• Expertise in delivering on performance metrics
• Excellent communication skills, and the ability to work effectively, cross-functionally, and deliver results
• Excellent analytical and complex problem-solving skills, coupled with effective business acumen

About the job

simsim is a growing organization that YouTube recently acquired, a video-first e-commerce platform that connects promoters and manufacturers with creators and consumers. simsim uses a unique combination of content and commerce to help customers discover the right products for themselves.

In this role, you will be responsible for ideating, designing, and building a support system for simsim’s promoters aimed at solving issues and improving customer experience. You will manage internal and external teams responding to the promoter queries, resource planning and augmentation, and leading initiatives aimed to deliver exceptional customer experience.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

Responsibilities

• Setup, manage, and optimize Seller Support function to manage and resolve promoter issues on the platform in a timely and satisfactory manner.
• Achieve set goals on Key Performance Indicators (e.g., CSAT, Abandon rate, etc.) through producing agent performance, operations improvement, and Standard Operating Procedure revisions.
• Manage performance of external/extended workforce teams, and ensure goal achievement.
• Collaborate with cross-functional teams and build processes for smooth inter-team interactions, ensuring high promoter satisfaction.
• Manage critical projects aimed at improving promoter experience.

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