Customer Experience Manager
Payoneer
About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
Customer Experience Manager
Role summary-This senior role is responsible for building end to end solution to collect, quantify, measure, and summarize the voice of customers from different channels including contact centers, client service, online and others. Meanwhile, the person needs to deliver high quality VOC readout to senior mgmt team with clear insights, numbers, and actions for improvement on a routine basis and event-basis.
Location-Shanghai
On-site
Full-time
What you’ll do
- Design end to end process and platform for customer voice collection
- Analyze voice of customers to generate clear insights, and able to propose meaningful actions to address the major comments/concerns from the customer
- Deliver China VOC readout both routinely and needs-basis, able to present the readout to senior mgmt team
- Maintain close and strong partnership with sales, marketing, and Ops team for VOC alignment
Who you are
- Motivated self-starter who can learn quickly in a fast-paced environment
- Service-oriented mindset and understand client service and operations
- Passionate and committed professional with excellent interpersonal skills
- Strong work ethic and accountability
- Great team player who cares and willing to help other colleagues
- Strong people management skills
- Strong influencing skills internally & externally
- Solid organizational skills including attention to detail and multitasking skills
- Strong analysis and presentation skills
- Able to work in China
#LI-DW1
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The Payoneer Ways of Working
Act as our customer’s partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build each other up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.