Planning Manager - Customer Experience

Description

Job Summary: We are seeking a professional to plan and execute the regional Customer Experience strategy, optimizing resources and enhancing the post-purchase experience. Key Highlights: 1. Positively impacts millions of people in e-commerce and fintech. 2. Professional development in a learning and growth-oriented environment. 3. Collaborative teamwork with top professionals and specialists. At Mercado Libre, we are democratizing commerce and financial services to transform lives across Latin America. Join us in this mission! In Customer Experience, we inspire trust in our users by delivering extraordinary experiences. We connect emotionally at every touchpoint, providing solutions and exceeding expectations across multiple support channels. To achieve this, we plan our operational capacity, design service models, monitor performance, and manage our teams’ knowledge. Make a positive impact on the experiences of millions of people while learning from the worlds of e\-commerce and fintech in a challenging and fun work environment! **We’re looking for people who:** * Embody entrepreneurial energy: driven by curiosity, never giving up, and focused on surpassing their own limits. * Give their all because they enjoy working with commitment and dedication. * Embrace change as opportunity and learn from their mistakes. * Prioritize excellence and execution in everything they do. * Foster a positive atmosphere, contributing joy and fun. * Know how to build together with others and enjoy collaborative teamwork. Imagine leading challenging, dynamic, and innovative projects **and being responsible for:** * Planning and executing the regional Customer Experience strategy to maintain high service levels and identify efficiency opportunities that optimize resources. * Conducting quantitative and qualitative analyses to assess the current situation and establish an appropriate framework to resolve identified issues. * Responsible for defining the monthly forecast. * Continuously monitoring expenses to detect deviations early and take timely action with Product, Technology, and Operations teams. * Identifying and implementing efficiency opportunities to gain scalability. * Identifying and implementing experience enhancements to deliver an outstanding post-purchase experience for buyers and sellers. **Requirements:** * Academic background in Economics, Finance, Industrial Engineering, Business Administration, or related fields. * Advanced Excel proficiency. * Knowledge of SQL and Tableau is desirable. * Prior experience in consulting or multinational companies is desirable. **We offer:** * The opportunity to join an entrepreneurial company that loves thinking big and planning for the long term. * Ownership of your development in an environment full of opportunities, learning, growth, expansion, and challenging projects. * Team-based sharing and learning alongside top professionals and specialists. * An excellent work environment, equipped with everything you need to have a great experience. :)