Specialist in Operations and Digital Transformation

Job Posting Organization:
The World Economic Forum is an international organization that unites leaders from various sectors including business, government, academia, and civil society. Its mission is to build industry, regional, and global agendas, tackle systemic issues, and enhance the overall state of the world. The organization operates as a membership entity, engaging businesses in various projects and initiatives both online and offline to address pressing industry and regional challenges. Established in 1971, the Forum has grown to include over 900 global and regional organizations across multiple industries, making it a pivotal platform for dialogue and collaboration.

Job Overview:
The World Economic Forum is currently seeking a highly skilled and experienced specialist to join its Business Strategy and Partner Services team. This central unit is responsible for supporting the engagement journey of over 900 organizations worldwide. The specialist will play a crucial role in driving operations and digital transformation aimed at scaling the Partner Services and Support journey. The primary goal is to enhance the quality, consistency, and overall effectiveness of partner engagement, particularly in account management. The successful candidate will report directly to the Lead of Engagement Services and Digital Transformation, and will be expected to manage operations effectively while also spearheading initiatives for digital enhancements.

Duties and Responsibilities:
The specialist will be responsible for a variety of tasks including: holding daily meetings with the support team to prioritize goals and address obstacles; following up on open cases to seek solutions and performing case reviews; documenting and communicating the operating model across teams; maintaining an accurate knowledge base for independent query resolution; proactively improving operational efficiency and partner satisfaction; addressing requests in challenging situations to restore normal operations; and continuously improving reporting to provide performance snapshots to leadership. Additionally, the role involves driving enhancements to the Help Centre in collaboration with the Salesforce development team, training staff on new procedures, communicating changes effectively to encourage adoption, identifying issues within the digital experience, and proposing ideas for increased automation and efficiency.

Required Qualifications:
Candidates must possess a Bachelor’s degree in a relevant field such as Business, Economics, or Technology. They should have at least 3 years of experience in Customer Service or a related professional field. The ideal candidate will be a problem-solver capable of navigating ambiguity and complexity while delivering measurable results on time. Strong critical thinking skills and the ability to work collaboratively within a team are essential. Excellent customer service and communication skills are required, along with the ability to confidently provide progress updates and manage expectations. Experience with Salesforce Case Management, Experience Cloud, Digital Help Centre, automated agents, chatbots, and methodologies such as Agile or Lean is preferred. Candidates should also be adept at navigating both quantitative and qualitative data to derive actionable insights.

Educational Background:
A Bachelor’s degree in a relevant subject area such as Business, Economics, or Technology is required for this position. This educational background will provide the foundational knowledge necessary for understanding the complexities of business operations and digital transformation.

Experience:
The position requires a minimum of 3 years of professional experience in Customer Service or a related field. This experience should demonstrate the candidate's ability to manage customer relationships effectively, solve problems, and deliver results in a timely manner. Familiarity with digital transformation initiatives and operational management is highly desirable.

Languages:
While the job description does not specify mandatory languages, proficiency in English is likely essential given the international nature of the organization. Additional languages may be considered an asset, particularly those relevant to the regions in which the Forum operates.

Additional Notes:
The position is remote, allowing for flexibility in work location. The job does not specify a contract duration or seniority level, but it is implied that the role is full-time given the responsibilities outlined. The World Economic Forum is committed to recruiting talent from diverse backgrounds and encourages applications from individuals who are passionate about making a positive impact on the world.