정책기획팀, 오스틴


https://youtu.be/z-NwHpwZVsk

더욱 촘촘한 서비스 운영을 위해

청소연구소 서비스를 굴러가게하는 최전방에는 ‘정책기획팀'이 있어요. 고객과 매니저 서비스를 투트랙으로 운영하기에 네 파트로 세밀하게 나뉘어져 있습니다. 그 중 DS(Data Strategy)는 데이터 전략 파트로, 청소연구소의 서비스 예약과 관련한 데이터들을 분석하고 매니저-고객 매칭 효율 증대 등의 업무를 하고 있어요.

어떻게 하면 매칭이 잘 될 수 있을지, 서비스 예약 지역, 날짜, 시간 등의 여러 데이터를 면밀히 분석합니다. 예를 들어, 동일 권역처럼 보여도 교통의 편의성이나 여러 이유로 인해 매칭이 원활하게 되지 않는 곳들이 있어요. 해당 지역들의 고객과 매니저의 수요와 공급이 적절한지를 분석하고 지역 특수성을 파악하면서 서비스 매칭을 위해 다각도로 분석하고 고민해요. 또 청소연구소의 고객은 정기서비스 니즈가 매우 높은 편인데, 우리집과 맞는 매니저님을 만나 꾸준히 함께하고 싶기 때문이죠. 잘맞는 고객, 매니저의 특성을 파악해서 정기 서비스 매칭율을 높이는것도 주요 과제중 하나입니다.

DS 파트 외에도 나머지 3개 파트 역시 서비스 운영에서 아주 중요한 부분들을 세밀하게 다루고 있어요. 서비스 도중에 발생하는 사고, 파손 등의 이슈와 외부 제휴 서비스를 담당하는 AM(Affiliation Management), 청소 서비스 품질을 관리하는 SQM(Service Qulity Management), 서비스의 핵심인 매니저를 다방면으로 지원하는 MS(Manager Support)로 이루어져 있어요.

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서비스의 관제탑, 매니저와 고객 모두 놓칠 수 없어요.

청소연구소는 매니저-고객 매칭부터, 집에 방문하고 서비스를 완료하기까지 이 과정에서 발생하는 일들이 다양해요. 특히 매니저의 경우, 첫 업무를 앞두고 두려움과 걱정이 클 수 있기에 전날 꼭 한번씩 전화를 드려요. 매니저 교육 때 알려드린 부분을 다시 한 번 상기시켜 드리고, 준비물 체크도 도와드려요. 매니저 중에는 꾸준히 일을 해오신 분들도 있겠지만, 경력이 단절되었거나 일을 처음해보시는 중년 여성분들도 많아서 첫 업무 전에 용기와 힘을 드리려는 것도 있어요.

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

반대로 첫 서비스를 앞둔 고객도 마찬가지로 여러 걱정이 들 수 있어요. 개인적인 공간인 집에 누군가가 오는 일은 신경쓰이는 점이 많을 수 밖에 없죠. 불안을 덜어드리기 위해 어쩌면 귀찮을 정도로, 세세하게 서비스 관련 안내를 드리고 있어요. 매니저가 출발하고, 서비스를 언제 시작하고 완료했는지 진행상황을 전부 알림 받아 볼 수 있는 것처럼요.

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