Jr. Customer Excellence Process and Quality Manager null

Ready to lead, disrupt and reinvent the sleep industry?

We are Emma – The Sleep Company. Created in 2013, we are now the world's largest D2C sleep brand, available in over 30 countries and recommended by many consumer associations in EMEA, APAC, and the Americas. We're pushing the boundaries of technology to transform the world of sleep and we want your help to pull it off.

We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.

What you'll do

• You will collaborate closely with other teams to collate updates and changes to processes affecting external BPO partners in APAC.
• You are responsible to find the best solutions for process optimization regarding our customers lifecycle.
• You will review our existing knowledge-base articles and create from scratch content aligned with the USA and Canada customers.
• You will work with call center partners to develop job aids, knowledge and quality checks.
• You will actively manage and define the Quality SLAs for these markets.
• You will work with the Customer Service Team to ensure that all process changes are documented and rolled out to all partners.
• You will conduct reviews and pilot tests for created knowledge and training materials.
• You will lead and develop project centering on Knowledge, Process and Quality

Who we're looking for

• You have more than 3 years of experience and a sense of ownership and pride in your performance and its impact on company’s success.
• You have great interpersonal and communication skills.
• You have experience working in a fast-paced, results-oriented, data-driven and international environment.
• You have experience in facilitating learning offerings in any way, shape or form.
• You are a critical thinker and with excellent problem-solving skills to coordinate and tackle any challenges that may arise.
• You have strong project management skills and project ownership.
• Experience as a technical writer for customer-facing processes is a strong suit but not necessary.

Become an Emmie

Emma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up. ​

We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications, and this might lead to a delay in the process. We will get back to you as soon as possible!

How to apply

To apply for this position, simply click the “Apply on employer site” button on this page.

Source/s:

• Life at Emma PH
• Emma Sleep Carrd