Customer Success and Operational Manager

Company Overview:

Ubi is a pioneering, data-driven e-Grocery platform revolutionizing online shopping. Specializing in fulfilling large basket orders, our expansive assortment caters to consumers' everyday needs. Ubi delivers a personalized and interactive shopping experience, placing a premium on consumer health and financial well-being. Our mission is to disrupt the grocery retail industry through cutting-edge technology, ensuring unparalleled convenience, relevance, and personalization for our customers.

At the heart of our innovative approach is a newly patented interactive online shopping method. Ubi takes pride in introducing this groundbreaking method, providing a unique and engaging experience for users. This patented technology underscores our commitment to pushing the boundaries of conventional online shopping, setting us apart as a leader in the industry.

With operations across various locations. We offer extensive coverage in the Nazareth area, Haifa area, and the Triangle region, spanning from Um Al-Faham to Kafr Qasem. We are currently looking for a committed individual to join us as a Customer Success and Operational Manager.

Job Responsibilities:

The ideal candidate will manage various tasks to ensure a seamless customer experience and operational efficiency, including:

1. Customer Success:

• Oversee the entire customer journey, from order placement to delivery.
• Understand and exceed consumer preferences.
• Serve as the primary point of contact for customer inquiries, concerns, and feedback.
• Continuously improve the customer experience based on feedback.
• Identify areas for service enhancement and contribute to future growth.

2. Operational Management:

• Efficiently assign orders to delivery drivers and optimize routes for prompt delivery.
• Resolve operational issues like dispatching discrepancies and route assignments.
• Optimize order picking processes to reduce costs and enhance efficiency.
• Coordinate with delivery drivers and pickers for smooth operations.
• Manage payment information for delivery drivers and ensure smooth operational flow.

3. Team Management:

• Supervise and manage delivery drivers and pickers to meet performance targets.
• Create a productive work environment for enhanced team efficiency.
• Provide training and guidance to team members.
• Participate in the recruitment and selection of delivery drivers and pickers.
• Ensure a continuous supply of qualified and reliable drivers and pickers.
• Implement effective onboarding and training programs for new team members.
• Monitor staffing levels to align with operational needs.

Job Requirements:

• Strong problem-solving skills and the ability to make quick decisions, demonstrating adaptability and patience.
• Collaborate cross-functionally to ensure seamless communication between customers and relevant departments.
• Utilize excellent communication skills in Arabic (native-speaking), Hebrew, and English to assist a diverse customer base.
• Demonstrate a high-level ability to navigate internet and app-based platforms, ensuring customers can easily access our services.
• Employ back-office products to streamline operations and enhance customer support processes, utilizing proficiency in Excel and Google products (Docs, Sheets) for data analysis and reporting.
• Knowledge of route optimization and logistics is a plus.

If you are passionate about reinventing online shopping and possess the skills to contribute to Ubi's mission, submit your resume and a cover letter explaining your relevant experience and why you're the ideal fit for this role to [email protected]