To help us with this mission, we are looking for a Customer Experience Lead - Incidents to lead the integral management of our most complex service challenges: traffic fines, accidents, towing, and parking incidents. You won’t just manage cases; you will design the systems that solve them, train the teams that execute them, and collaborate with the partners that instrumentalize them. Your work has a direct economic, regulatory, and user experience impact.
What You Will Do
- Team Leadership: Supervise, train, and develop a team of 5-10 people, organizing daily work based on criticality, SLA, and market needs.
- Process Architecture: Design and implement specific flows for incident types such as traffic fines (appeals, re-billing), accidents (insurance coordination), and vehicle impounds.
- Partner Management: Supervise specialized providers, including fine management firms and insurance intermediaries, while following up on SLAs and quality.
- High-Stakes Resolution: Directly manage incidents of high complexity or reputational risk,
balancing costs with legal risks and user experience.
- Quality & Compliance: Ensure all area processes comply with local regulations in every market and keep internal guides updated.
- Data & Reporting: Monitor KPIs such as TTR, CSAT, and cost per incident to provide insights and improvement proposals to the CX Manager.
- Experienced Leader: 3 to 5 years of experience in managing complex incidents or back-office operations, with proven experience managing people.
- Extra Plus: We especially value experience in insurance, legal-ops, mobility, urban logistics, or public administration.
- Multi-stakeholder Coordination: You have the ability to coordinate multiple stakeholders simultaneously without losing track of individual cases.
- Structured & Analytical: You feel uncomfortable without documented processes and are comfortable translating data patterns into concrete proposals.
- Detailed & Resilient: You possess high attention to detail a
📌 Customer Experience Lead (España)
🏢 Yego
📍 España