Director of Customer Experience

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
**Job Title:** Director of Customer Experience & Operations

Job Summary:
We are seeking an experienced professional to lead our customer-centric initiatives, drive process improvements, and ensure exceptional customer satisfaction. As a key member of our team, you will be responsible for developing and implementing strategic business improvement processes, leading process improvement initiatives, and owning the end-to-end customer lifecycle experience.

Key Responsibilities:
• Develop and implement strategic business improvement processes, policies, and procedures
• Lead all in-country process improvement initiatives, working closely with other key stakeholders
• Own the end-to-end customer lifecycle experience, including re-engineering processes, innovating customer service models, and driving exceptional customer satisfaction and efficiency of operations
• Foster strong working relationships with team members and stakeholders to achieve goals and deliverables
• Optimize contracts, performance, digital tools, and risk management processes through digitization and innovation
• Lead a lean customer service and operations team
• Handle complex and escalated customer service issues and coordinate customer service projects and initiatives
• Work directly with the Head of Customer Success & Operations on strategic planning, providing thoughtful and innovative insights on improvements

Requirements and Qualifications:
• At least 10+ years of solid hands-on management experience in Customer Experience and Operations
• Proven track record of leading a team of more than 25 direct and indirect reports
• Strong understanding of start-up culture and ability to adapt quickly
• Excellent decision-making and influential skills, with the ability to provide sound justifications
• Excellent planning, strategy, and execution skills needed to manage projects
• Highly adept at process improvement methodologies
• Hands-on and detail-oriented, with excellent communication and interpersonal skills

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