Manager – Journey Excellence

Kitopi is the world���s leading managed cloud kitchen platform – we partner with restaurants and food concepts to help them expand beyond borders. Founded in 2018, our mission is to satisfy the world���s appetite and we currently work with over 150 brands.Kitopi (pronounced: ���Kee-Toh-Pee���) stands for Kitchen Utopia. We serve as enablers to our brand partners in the food market by providing services centered around (but not limited to) sourcing, preparing, producing, and packaging – working closely with our delivery partners to help deliver exceptional food, on our customer���s terms. We are able to achieve this with our in-built, pioneering cloud kitchen technology – a first-of-its-kind innovation.Our services have also expanded beyond the kitchen to include subscription-based meal plans, and a first-of-its-kind on-demand food court concept Mix ���N��� Match . Kitopi currently operates more than 80 kitchens across the UAE, KSA, Kuwait, and Bahrain, thanks to more than 3000 amazing Kitopians.And we can���t wait for you to join us.What You’ll DoImprove customer journeys by reducing process friction. Create metrics that measure CSAT pulse at all touchpoints to help implement, track, and create simplified processes. Create root cause analysis mechanism to deep dive into reasons of customer complaints and effort scores, recommend process and system changes to improve CSAT and NPS.Work cross-functionally with different departments to align on methodologies, insights, and prioritize change needed to improve journeys.Build and lead the execution of an end-to-end contact center transformation roadmap. Be the business owner of the contact center change requests. Identify automation opportunities across customer touchpoints. Drive the usage of digital channels and reduce manual efforts to process customer requests. Create process and system requirements/map out journeys that will help product teams create solutions to operational and customer issues. Work with brand and product managers to review business rules that will simplify journeys and reduce customer effort.Manage all new brands integrations and new country launches with the contact centers. Create best practice and project plans to ensure proper migration, service excellence, and operational continuity. What Are We Looking For?Customer journeys building expertise is a mustChange management expertise is a mustThe ability to bring people together, listen and build open, mutually beneficial plans with colleagues and peersApply a strong operational focus across the function to plan and respond to changes to improve customer experienceMinimum Bachelor���s degree, Master���s in Science desirable.Qualifications/certification or equivalence in Lean Six SigmaCertification in Project Management (PRINCE II, PMP) So, what does it really mean to work at Kitopi?We are constantly striving to make Kitopi the best place to work, in the world. We want to empower you to be the best version of yourself every single day – we wouldn���t have it any other way. Our Kitopi values act as our guiding principles to help ensure that everyone feels safe, included, and that they belong.While we have offices in 6 countries, we are over 75 different nationalities of talented Kitopians. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0 tolerance policy against racism, bigotry, and hate.Along with offices in all the markets we operate in, we also believe in a ���work from anywhere��� policy – you get to choose the environment you want to work in the countries your role is based because we believe that will help you deliver work you���re proud of.Tech-enabled and customer-obsessed, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world���s appetite.