Job Summary
Responsible for our Online Business Process Management team in Costa Rica, based in San José (Torre Lexus). This role will standardize back-end process capabilities to enhance the customer experience, eliminate customer friction before and after purchase, and manage eStore and offline store performance for the Costa Rica and Nicaragua territory.
Areas of Responsibilities
In this role, you will be responsible for:
•Standardize the capabilities required for back-end process operations to enhance the customer experience. Assess capability levels, establish KPIs, and lead improvement activities by country.
•Eliminate customer inconveniences in processes before and after purchase, including the promotion calendar, NPS, logistics, and customer service. Improve back-end processes to encourage customers to revisit.
•Manage eStore and offline store performance for the Costa Rica and Nicaragua territory.
•Manage quality operation scores and exhibition and promotional execution across all points of sale.
•Monitor SCM and inventory status to improve offline customer satisfaction, minimize stock-outs, and organize standards for prices and promotions.
•Analyze customer service and logistics status and propose improvements.
•Analyze business operation levels and improve KPIs for the subsidiary.
Requirements
•Bachelor's degree in Business Administration, Marketing, Industrial Engineering, or a related field.
•Minimum 4 years of related professional experience in sales, account management, e-commerce, or retail operations.
•Experience managing KPIs and continuous improvement in business processes.
•Experience with social media management, negotiation, and communication.
•Fluent English.
•Full-time availability (48 scheduled weekly hours, standard Costa Rica shift).
Key Competencies
•Experienced professional with a solid understanding of specialized areas, able to resolve a wide range of issues creatively.
•Works on problems of diverse scope, analyzing data to identify the factors that drive results.
•Sound judgment in selecting methods and techniques to reach solutions.
•Ability to work with limited day-to-day instruction and take on new assignments with general guidance.
•Strong communication and cross-functional collaboration skills.
Benefits
•Comprehensive health and wellness programs
•Professional development opportunities
•Global networking and collaboration
