The World Economic Forum is an international organization that brings together leaders from business, government, academia, and civil society to build industry, regional and global agendas, address systemic issues, and improve the state of the world.
As a membership organization, the Forum, engages businesses in projects and initiatives – online and offline – to address industry, regional and systemic issues.
Why we are recruiting
The World Economic Forum Business Strategy and Partner Services team is a central unit supporting the engagement journey of over 900 global and regional organizations across industries. We are seeking a highly skilled and experienced specialist to drive operations and digital transformation for scaling the Partner Services and Support journey and improve the quality, consistency, and overall effectiveness of Partner engagement (account management). The specialist will report into the Lead of Engagement Services and Digital Transformation.
In this position, you will:
Operations Management:
- Hold daily meetings with support team to prioritize goals and tackle obstacles.
- Follow up on open cases, seeking solutions, escalating when necessary and performing case reviews.
- Document and communicate the operating model clearly across teams.
- Maintain an accurate knowledge base to enable independent query resolution by the support team.
- Proactively improve operational efficiency and user/partner (account) satisfaction.
- In challenging situations, address requests and work to restore normal operations.
- Maintain and continuously improve reporting and provide performance snapshots to leadership.
Transformation and Automation:
- Drive enhancements to the Help Centre working with the Salesforce development team.
- Train staff on new procedures.
- Communicate changes effectively to internal and external users to encourage adoption.
- Identify and address issues within the digital experience, driving timely solutions.
- Deep dive into quantitative and qualitative data to identify biggest opportunities for improvement.
- Propose and implement ideas for increased automation, efficiency, and self-service options.
The successful candidate will be evaluated on the following criteria:
- Service Coordination and Metrics:
- Monitoring service metrics (e.g. request resolution rates, direct partner queries).
- Improvement of partner experience and satisfaction.
- Digital Transformation and intelligent Self-Service:
- Adoption of a digital-first mindset and support for self-service initiatives.
- Collaboration, Communication, and Leadership:
- Strong collaboration with internal teams and stakeholders.
- Proactive communication of progress and recommendations.
- Demonstration of autonomy, leadership, and accountability.
Preferred requirements and experience:
- Bachelor’s degree in relevant subject (e.g. Business, Economics, Technology).
- 3+ years of experience in Customer Service or related professional experience.
- Problem-solver; navigating ambiguity and complexity and delivering measurable results on time.
- Critical thinking and work collaboratively in a team.
- Customer service and communication skills, with the ability to confidently provide progress updates and manage expectations.
- Experience in Salesforce Case Management/Experience Cloud/Digital Help Centre/Automated agents/chatbots, MS Office applications and methodologies/frameworks (e.g., Agile, Lean) preferred
- Ability to navigate quantitative and qualitative data and derive actionable insights.
Why work at the Forum:
The Forum believes that progress happens by bringing together people from all walks of life who have the drive and the influence to improve the state of the world by building awareness and cooperation, shaping mindsets and agendas, and driving collective action. Join us and become a driver for positive change!