Together, we’re transforming the global food system by creating better ways to make meat, dairy and fish without using animals -- delicious, good for people, and good for the planet. Our approach: understand what people love about meat dairy, and fish, and then explore the plant world for specific ingredients that recreate those experiences. In 2016, we launched the Impossible™ Burger: meat made from plants, for people who love to meat. Founded in 2011 by Pat Brown MD, PhD (Stanford Professor Emeritus) and backed by top-tier VCs and visionaries, we’re looking for the very best scientists, engineers, food developers, and business professionals in the world to join our creative, diverse, multi-talented and mission-driven team. We’re here to secure a sustainable future (and have fun while doing it). Come work with us to change the course of history.
YOU WILL
- Lead the Operations & Analytics function on the Customer Service team at Impossible Foods.
- Own the operations roadmap for Customer Service and develop strategies for reducing ticket handle times, maintaining SLA, and creating self-service support opportunities.
- Develop a data collection strategy for all Customer Service channels, including self-service, email, phone, and social media.
- Build and implement systems to ensure that tags, ticket fields, and other methods of data collection are consistently and accurately applied.
- Track all Customer Service KPIs and success metrics, reporting weekly to Customer Service and cross-functional company leadership.
- Analyze Customer Service data to identify and recommend areas for process and content improvement within the Customer Service organization and cross-functionally.
- Summarize and communicate quantitative and qualitative Customer Service insights to cross-functional stakeholders on a quarterly basis, and as needed.
- Forecast ticket volumes and staffing needs on the Customer Service team.
YOU HAVE
- 5+ years of experience in an operations role
- The ability to develop a strategic vision, set clear goals, and prioritize and manage high volumes of work to achieve those goals
- Excellent time management skills, and are comfortable operating in an extremely fast-paced, dynamic environment
- Strong analytical and statistical skills, combined with the ability to clearly communicate takeaways to different types of stakeholders
- Fun rolling up your sleeves and executing, and the ability to think long-term and big picture
- Experience scaling a complex support organization
- Experience with Zendesk (preferred)
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