22 lines
1.1 KiB
Plaintext
22 lines
1.1 KiB
Plaintext
---
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title: Operations
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pagination_prev: structure/technology
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pagination_next: structure/marketing
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description: Operations purpose, teams and responsibilities in Eldorado’s operating model.
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---
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**Purpose:** keep marketplace trading dependable and resolve customer issues fairly and efficiently.
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**Operations Squad** delivers the department’s responsibilities across the following workstreams.
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| Workstream | Responsibilities |
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| --- | --- |
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| Customer Support | Buyer and seller assistance, knowledge management, self-service and support workflow automation. |
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| Trust & Resolution | Disputes, appeals, refunds, warranties, chargebacks and complex customer cases. |
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| Risk & Fraud | Transaction and account risk, fraud prevention, investigations and operational controls. |
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| Operational Quality | Independent case reviews, quality standards, calibration, service accuracy and improvement tracking across operational teams. |
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The COO coordinates Operations. Team leads manage specialists and daily service delivery. Operational Quality reports directly to the COO and reviews quality across teams.
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[Return to Structure overview](../structure.mdx)
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