Job Description
- Manages external BPO operations overseeing the Vendor Help Center and vendor incident calls.
- Key duties include owner-level management of vendor satisfaction (CSAT) scores, SLA compliance, and incident rates in close coordination with BPO partners.
- Responsible for managing SOPs alongside OPEX and driving workflow changes that directly optimize required BPO staffing, lower operational overhead, and reduce vendor churn.
Lead, mentor, and manage supervisors and team leaders across content operations.
Establish clear workflow processes and performance KPIs
Create, upload, and maintain menus for all partnered vendors ensuring accuracy in item names, descriptions, pricing, and images.
Coordinate with Account Managers to update menu changes, new dishes, and promotional items promptly.
Ensure new vendors are being onboarded smoothly within the timelines.
Ensure consistency and compliance with brand guidelines and platform standards.
Regularly audit menu content for errors, inconsistencies, or outdated information.
Implement and enforce quality standards for menu presentation including grammar, formatting, and imagery.
Work closely with partners, Account Managers, marketing, product, and customer support teams to synchronize menu updates with promotions, campaigns, and platform features.
Liaise with UX/UI teams to optimize menu layouts and content for improved user engagement and conversion.
Monitor menu performance metrics such as click-through rates, item popularity, and customer feedback.
Provide actionable insights and recommendations to optimize menu offerings and content presentation.
Manage multiple menu updates, launches, and seasonal changes simultaneously within set deadlines.
Lead cross-functional initiatives aimed at improving menu content workflows and automation.
4+ years of experience in content or operations management, preferably within the food, e-commerce, or online delivery industry.
Proven experience managing and leading teams, ideally supervisors and team leaders.
Strong understanding of food industry terminology, trends, and consumer preferences
Excellent leadership and team management skills.
Exceptional written and verbal communication skills.
Strong organizational and project management abilities.
Proficiency in content management systems (CMS), SEO tools, and analytics platforms (e.g., Google Analytics).
Proficiency in utilising AI tools and data analytics
Ability to work collaboratively across departments.
Detail-oriented with a strong focus on quality and accuracy.
Analytical mindset with the ability to interpret data and translate insights into actionable strategies.
Problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.