Community & Onboarding Manager

MAIN PURPOSE OF JOB

The mission of the Talent Community Onboarding Manager is to make Welocalize the most preferred customer for our community and provide consistently excellent support and engagement to Welocalize's suppliers worldwide. Today our team has over 15,000+ interactions with our suppliers base every day We also manage their profiles on specific platforms.

MAIN DUTIES

• The following is a non-exhaustive list of
  responsibilities and areas of ownership
  of the Talent Community Manager:
• Offer excellent customer support to our global supplier base, mostly through the use of our ticketing and knowledge management systems (Zendesk, Junction, Workday, Hyperwallet)
• Represent the company and the Welocalize brand for the support onboarding team
• Innovate strategies for the owned functional project
• Use data-driven insights and market knowledge to ensure alignment with business objectives
• Innovate training to maximize support, quality and onboarding efficiency
• Create resourceful reports with variables ( Excel, Power BI)
• Drive continuous improvement, AI initiatives and strengthen process automation
• Escalation point for issues with team members or function
• Community Functional Areas
• Execute Welocalize's vision for providing our global community of 200,000+ workers with a consistently excellent and ever-improving experience
• Fully govern the end-to-end worker journey and all related business processes
• Offer excellent customer service to our global supplier base, mostly through the use of our ticketing and knowledge management system
• Ability to work cross-functionality to resolve issues that affect our external partners
• Onboarding Functional Areas
• Enable new members to easily join Welocalize and support their onboarding journey
• Easily determine when to manually intervene and offer "white glove" treatment
• Make sure the Help Center and all relevant self-help content is kept up-to-date and relevant
• Optimize existing working tools, processes and platforms with a "customer success" mindset
• Measure and report on the quality, quantity, speed, and overall effectiveness of the support team and their daily activities

REQUIREMENTS

• Education
• Bachelor's degree (B. A.) from a college or university in related field, or equivalent combination of education and experience
• Experience
• More than 5 years' relevant experience in the functional area
• 3 years' experience in language services industry markets
• Experience in a fast-paced, client-centric environment, ability to adapt to business needs
• Ability to stay organized and informed in such an environment
• Good communication skills, attention to detail, and self-driven with the meet tight deadlines are essential
• An objective, problem-solving mindset, mental flexibility and a "can do" attitude, having solution-oriented approach to every challenge
• Taking the initiative to proactively assess and mitigate risks

• Enjoys working in a team and derives energy from being within a team, contributing to the team's success

• Advanced Knowledge in Project Management/Recruitment/Account management

• Ability to learn new process and tools and to prioritize ongoing projects based on business needs and urgencies that can arise

• Fluency in written and verbal English

• Strong computer literacy, MS Office, e-mail, internet, tech savvy

• Positive and energetic, thrives in all kinds of social situations, regardless of culture

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.