Partner Operations Lead

| Chicago

About Us

At Venmo, we build products that make payments easy. Our payments are so easy that they fade into the background and make entirely new kinds of interactions possible. From splitting rent with roommates to paying a friend to say “thank you”, the stories and experiences of our users’ payments are highlighted and shared in our feed.

If you're an effective communicator, passionate about the customer experience, and love getting in the weeds to drive results then we want to hear from you! Venmo is looking for a leader to help manage customer support partner operations. As the Partner Operations Lead, you’ll report to the Partner Operations Manager and help lead interactions with our partner sites setting a high bar for service delivery and team engagement. Day-to-day roles include engaging with our partner sites to ensure high service delivery, project management, and data analysis.


Responsibilities:

  • Operations 
    • Proactively help our partner sites to succeed
    • Foster an environment of collaboration, engagement, and high performance
    • Lead and report on root cause analysis and recommend corrective action for variances in operational performance
    • Assist in documenting operational process and policy for partner sites
    • Track partner escalations, change management, and corrective action
    • Identify continuous process improvements and make recommendations
    • Ensure partners have all tools and resources needed to provide a stellar customer experience. This includes ensuring processes and procedures are up to date, clear, and report deviations and offer suggestions on improvements
    • Serve as a liaison between Venmo Customer Support team and partner staff to gather information, ensure partner effectiveness and resolve issues
    • Review monthly hours reports and invoices for accuracy 
    • Support partner projects and training as needed
  • Training 
    • Be the onsite expert for all things Venmo
    • Ensure all Venmo procedure updates are communicated effectively throughout the PHL site 
    • Work with the Venmo training team and partner team to ensure training curriculum is delivered and effective within the contact center partners 
    • Liaison between Internal Training Team and partner sites to ensure agent training is up-to-date and work to close gaps in agent knowledge
    • Ensure a strong understanding of Venmo policies and procedures required for the support of all current and new products and services
  • Quality
    • Work with the Venmo quality team to implement the quality program with the partner, including identification of opportunities to drive CS improvement through quality assurance efforts and customer feedback
    • Partner with Quality Lead and actively participate in high touch quality assurance calibration efforts, including independently and jointly monitoring calls and emails, score and provide feedback to improve quality, minimize errors and track and report agent and overall partner performance.
  • Workforce Management and Reporting
    • Work with Venmo workforce team to develop and share forecasts 
    • Ensure partner sites meet or exceed all target KPIs. Analyze KPI/performance statistics daily and make recommendations on the basis of these statistics constantly raising efficiency and quality metrics
    • Analyze and track existing reporting; make recommendations on areas of improvement

Requirements:

  • 3+ years of customer service experience required
  • 1+ years in a supervisory capacity preferable
  • Experience working with outsource partners is a plus 
  • Proven track record of professional, effective business writing and report creation
  • Demonstrated ability to identify and develop resolutions for complex customer situations in an effective manner
  • Demonstrated ability to analyze reporting and make process/tool recommendations that drive efficiency
  • Strong organizational, analytical, and problem-solving abilities
  • Excellent written/verbal communication and interpersonal skills
  • Work independently and meet deadlines in a fast-paced, detail-oriented environment
  • Ability to work a variable schedule such as nights and weekends 
  • 75% travel to partner sites domestically and internationally

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.


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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • CassandraDatabases
    • MySQLDatabases
    • BrazeAnalytics
    • LookerAnalytics
    • AmplitudeAnalytics
    • JIRAManagement
    • TrelloManagement

Location

River North is a lively neighborhood in the Near North Side. It boasts luxe shops and eateries, plus posh nightclubs and cocktail bars.

What are Venmo Perks + Benefits

Culture
Volunteer in local community
Eat lunch together
Daily stand up
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 20 days of paid sabbatical after 5 years of working at the company.
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Happy hours are hosted Once per week.
Professional Development Benefits
Tuition Reimbursement
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