Community Experience Manager - Training & Quality

Careers at Depop ,
London, Greater London
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Job Description

Depop is the fashion marketplace where the next generation buy, sell and get inspired. We are headquartered in London, UK with locations in Manchester, New York, Los Angeles and Australia. We have almost 20 million registered users in 147 countries. In the UK, 1 in 3 Gen Z/Millennials are registered and in the US we have grown 300% over two years. We are also the only European player to have recently entered the top 25 shopping apps by daily active users. Our mission is to empower the next generation to transform fashion, and our team of nearly 200 people are dedicated to serving the needs of our global community. We operate on three pillars: * Community: Our buyers, sellers and employees are inclusive, diverse and accessible. We are committed to empowering diversity within the fashion community. * Entrepreneurship: We support our community and help them build their business with Depop. We thrive on supporting innovation by shaping an environment where creators, makers or hustlers can thrive. * Sustainability: Depop helps extend the life of garments and reduce waste, we care about the world and want to make a positive change within the fashion industry. Read a little more about usHere The Role We are looking for an experienced and talented individual to join our Community Experience team in London to lead and coordinate our training and quality pillar. This role is integral to drive the operational excellence of our Support and Trust and Safety teams both in house, and across our outsourced operations. You will be hands-on and a strong problem solver with an ability to take ownership of multiple functions across the organisation as we develop exceptional training and quality, to drive User sentiment and team development. The role has accountability and responsibility for ensuring our team is striving for brilliance, in turn reducing contacts and ensuring no matter the question asked, the team has the answer and can educate our Community to improve self solve solutions. We are at a crucial point of scaling where our structure is changing, and there is a real opportunity to add to the foundations of Community Experience. Responsibilities * Working closely with the current Leadership team within Community Experience to drive performance of our in house team and ensure their development needs are met * Directly manage our QA and Training team and develop this function * Use data and insights to spot knowledge gaps and suggest change * Deliver reporting on relevant changes and impact, with ability to present your findings clearly and constructively to leadership and the wider team * Ensure the quality of all user interactions is exceptional, and constantly challenge what 'great' is * Work closely with our outsourced partner and their operational team to drive excellence across their communication * Work closely with our internal continuous improvement team to ensure product changes to ensure team have hands on working knowledge to deliver support * Create action-led criteria from QA feedback to training * Drive learning and development for our internal team and work with the leadership team within CX to ensure engagement is strong * Support recruitment within CX as we scale our team, working closely with the leaders to drive and develop internally and grow from external candidates * Ensure our content and communication aligns across all platforms, work with XFN teams to keep this up to date and relevant, and support any PR needs Requirements * Hands on experience managing large scale content moderations and support teams ideally in a similar scale up tech-focused company * In depth knowledge of training and quality standards within a customer service centric role * Proven expertise in insights tools including SQL, LookR, Zendesk, Excel and GSuite * Proven experience developing strategic change * Exceptional verbal and written communication skills About you * Ability to continuously drive improvements in workflows and tasks to improve internal KPI's and meet business wide OKRS * Have the strategic planning to think 3 steps ahead to ensure the team are totally user-focused * Build and optimize tools and reporting that align with our fast scaling needs, and challenge what we already have * Proven track record of exceeding operational targets Benefits Depop offers the opportunity to work in one of the UK's fastest-growing scale-ups, with a vibrant and diverse group of people, building a product we all deeply care about, in addition to: Learn and Grow: We sponsor and run a myriad of programs, conferences and meet-ups to up-skill our employees and enhance their journey with us, just ask! Wellbeing: We care about wellbeing. We offer a cycle to work scheme, healthy fruit and snacks in the office, breakfast every Tuesday, eye-care vouchers and a discounted gym membership. Mental Health: Mental health is a top priority for Depop. We offer subsidised counselling appointments through SelfSpace, have mental health first aide

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