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Entry LevelFull-time
Salary Range
$8,925 - $12,075 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The KAM OPS is responsible for managing the operational performance of a portfolio of strategic partners. Their mission is to ensure stable, efficient, and frictionless operations, working across commercial, logistics, quality, integrations, and user experience teams.
Key Responsibilities
- →Monitor daily key indicators such as Vendor Fail Rate (VFR), AWT, Inaccuracy, EPT, OT, among others.
- →Identify deviations, analyze root causes, and design action plans to recover performance.
- →Develop reports and follow-up routines with partners and internal teams.
- →Maintain smooth communication with managers, supervisors, and operational teams of each partner.
- →Align expectations, operational plans, and improvement roadmaps.
- →Coordinate workshops, training sessions, and operational audits to reinforce best practices.
- →Work closely with Partner Operations, Integrations, Logistics, PX, and Commercial teams to resolve friction points.
- →Escalate critical incidents or systemic problems that affect volumes or user experience.
- →Ensure proper implementation of features, system changes, and operational policies.
- →Design and implement operational playbooks, escalation flows, and local stabilization plans.
- →Promote the correct use of features (autoaccept, check-in, food is ready, preparation adjustment, etc.).
- →Segment partners based on risk, impact, and performance to prioritize actions.
- →Verify that partners comply with company policies, acceptance SLAs, and rules defined by Supply/OPS.
- →Manage audit findings, inaccuracy, and TES, ensuring systematic corrections.
- →Develop dashboards, trend analyses, and executive presentations to explain results and propose actions.
- →Measure the impact of operational initiatives and share best practices with the OPS team.
Requirements
- ✓Experience in managing operational performance of partners or similar roles.
- ✓Strong analytical skills with the ability to monitor and improve key performance indicators.
- ✓Excellent communication and relationship management skills.
- ✓Ability to work cross-functionally with various teams.
- ✓Knowledge of operational policies and compliance requirements.
