Operations Director for Customer Experience

22 hours ago

Hyderabad City Taluka, Pakistan beBee Careers Full time
Customer Support Operations Manager

The ideal candidate for this role will be a seasoned professional with 12+ years of experience in managing multi-level CX Operations teams, including at least 3 years of experience in managing operations in a volatile/hyper-growth environment. This individual should possess high horsepower, strong problem-solving skills, and the ability to work on multiple projects simultaneously. Emotionally intelligent, scrappy, and proactive, they should also have excellent communication skills and be passionate about creating exceptional experiences for customers.

About the Role:
This position requires a leader who can develop strategies to enhance customer satisfaction and resolution rate, streamline operations and processes, and drive performance improvements. The successful candidate will oversee more than 150 frontline customer support agents and partner closely with various teams, including Vendor Management, Workforce Management, Quality Assurance, Program Management, and Training Operations. They will also be responsible for developing and executing a strategic 3-year plan for Consumer Operations growth and scale.

Key Responsibilities:
- Hire and lead a global team of Customer Experience (CX) managers and oversee more than 150 frontline customer support agents
- Develop CX metrics/KPIs, establish reporting mechanisms, and consistently monitor and deliver results at the team and agent level
- Lead complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies
- Develop and execute a strategic 3-year plan for Consumer Operations growth and scale
- Build and maintain a team culture that is customer-obsessed and relentless in their pursuit to create the best customer experience possible
- Develop standard work procedures and utilize feedback to improve operational processes and policies
- Drive weekly, monthly, and quarterly vendor business reviews to instill customer focus and operational excellence culture across all tiers of support
- Partner closely with Vendor Management, Workforce Management, Quality Assurance, Program Management, and Training Operations teams

Requirements:
- 12+ years of experience managing multi-level CX Operations teams, including at least 3 years of experience in managing operations in a volatile/hyper-growth environment
- High horsepower, strong problem-solving skills, and the ability to work on multiple projects simultaneously
- Emotionally intelligent, scrappy, and proactive, with excellent communication skills
- Passionate about creating exceptional experiences for customers
- Ability to work from an office and potentially evening/overnight shifts as business needs require

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