ManoMano has experienced tremendous growth since its launch in 2013. To continue scaling the Operations teams gracefully, ManoMano needs an excellent Workforce Management Strategy and team. Today, we are looking for the future Head of Workforce Management to build this team from setting the strategy, hiring the team and building the tools and processes. Reporting to the VP of Customer Service and Seller Support, you will be responsible for creating and developing a Workforce management strategy and team at ManoMano. In this role, you will have the following responsibilities: Develop the ManoMano workforce strategic planning mechanism. translating business growth forecast into workload for the Operations Teams including quarterly and annual planning, partner and global location strategy in partnership with People and Finance teams; Create business requirements (services, deliverables, KPI’s/SLA’s, etc.) and act as an advisor to ensure business deliverables are met or exceeded; Analyze overall vendor performance across all programs to ensure objectives are met or exceeded, (e.g., actuals vs budget, attrition, etc); Work in close partnership with the B2B, B2C, Post and Pre-Sales Customer Service management teams to ensure optimal staffing.
7+ years of relevant work experience in Vendor Management, Workforce Strategy and Management, Program Management, Operations Management; Bachelor’s degree or higher is required; Strong leadership, interpersonal, organizational, stakeholder management and oral/written communication skills - ability to thrive as part of a global team; Extensive experience with outsourcing/offshoring; including vendor management, vendor transitions, new site launches. Six Sigma or equivalent process design qualification; Excellent analytical and problem solving skills with capability to process high amount of data to drive business strategies and decisions; 100% customer centric; Good digital culture; Bilingual in French and English; You are attracted by the startup universe: you are proactive, flexible and reactive.