Customer Care IT Manager

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.


1. Main purpose of the job

At the IT Management Tribe, we have the privilege of providing technology products and services to the whole HelloFresh organization. We operate, among others, providing advanced and critical tech support, and integration capabilities and assisting our Customer Care business teams to ensure they are able to give our Customers the best care possible.

We are looking for an experienced Customer Care IT Manager to ensure that our infrastructure, tools, processes, and documentation can empower our Customer Care stakeholders to offer the best care possible to our Customers.

2. Responsibilities and duties

• Partner with Customer Care teams, Local IT Managers, and Security in defining initiatives and solutions, and resolving scope-related trade-offs.

• Collaborate closely with our vendors ensuring that we create and maintain an excellent relationship.

• Maintain accurate documentation of features to be developed and implemented. Ensure that all processes are documented when possible.

• Track and provide visibility to stakeholders into the team's progress and impact on the timeline of delivery.

• Support stakeholders in modernizing their tech stack and interact with vendors & teams on a regular basis to facilitate that.

• Be co-responsible for administration, and optimization of Genesys Cloud, among other platforms.

• Ensure Customer Care has the right tools, systems, and resources to fulfill their tasks.

3. Skills and preferred qualifications

• Demonstrated experience in successfully deploying and managing technical products in the Customer Care space. Significant advantage if you bring experience with Genesys Cloud.

• Experience in JSON + scripting languages such as Javascript is a big plus.

• Ability to understand, analyze and highlight complex problems and limitations (both technical and non-technical).

• A background in managing technical products from inception to launch, building simple and sustainable solutions.

• Strong communication skills and ability to collaborate and influence different types of stakeholders.

• You feel comfortable being the point of contact for senior and international stakeholders.

• Great organizational skills and the ability to decipher complex projects.

• Experience with agile software delivery practices is a plus.

• Proficiency in spearheading technical projects with a comprehensive approach to both business and data.

Why work for us?


At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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