Senior Manager, Support Strategy & Operations at Nextdoor
San Francisco, CA, US

Nextdoor is the private social network for you, your neighbors and your community. Nextdoor's mission is to be the essential local app for neighbors to build connections, stay informed, and help each other in their everyday lives.  We’re used by millions of members in over 236,000 neighborhoods across 10 countries. We are based in San Francisco and backed by Silicon Valley's leading investors.

We are looking for an experienced Support Strategy & Operations Manager to join our team. Your mission is to develop, scale and manage our support team in close partnership with our outsourced support vendors. You will ensure that we have a support network that is optimized to deliver a world-class support experience for our members, customers and partners. If you’re a structured thinker and an analytical problem solver, who excels at balancing strategy with execution, come join us!

Responsibilities:

  • Help develop our overall sourcing strategy - who we partner with and who does what kind of work when, where, and how.
  • Manage our BPO Vendors for day to day operations and service delivery metrics
  • Coach and mentor teammates to build processes to scale and drive operational excellence
  • Ensure top issues are addressed in a timely manner through cross-functional collaboration as well as advocating for the user and driving enhanced user experience.
  • Leverage data and insights to identify opportunities to improve the speed, quality, efficiency, effectiveness and customer experience
  • Run weekly business reviews, QA calibrations, and workforce management syncs.
  • Contribute to the long-term operational strategy and support model, outsourcing decisions, contract negotiations, vendor selection and continuous improvements of business processes.

Qualifications:

  • 5+ years experience in scaled support and/or outsourcing operations
  • 3+ years leading a customer support operation.
  • Prior experience supporting and optimizing a multi-channel CX strategy
  • Knowledge implementing and using Salesforce Service Cloud will be a big plus.
  • Skilled at querying for data, summarizing information and reporting
  • Experience driving cross-functional projects end-to-end. Ability to negotiate priorities across organizations at all levels
  • You're able to connect and communicate with a wide range of people and teams and can provide clear directions and expectations to teams hundreds of miles away
  • Entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary)

Benefits: 

  • 100% company-paid health insurance premiums (medical, dental, and vision) for you and your dependents
  • Paid vacation and company holidays
  • Free catered dinners Monday through Thursday and catered lunch on Wednesdays
  • Monthly gym stipend
  • One time cell phone & headphone stipend
  • Annual learning and development stipend
  • Two paid volunteer days off
  • Pre-tax commuter benefits
  • Fully stocked kitchen with drinks, snacks and candy
  • La Marzocco espresso machine with Blue Bottle coffee
  • Health FSA
  • 401K plan