Customer Operations Director

Key Responsibilities

• Oversee the end-to-end customer support journey for global teams, ensuring seamless service delivery across North America, Europe, the Middle East, and India.
• Manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand.
• Utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to create service that are easy to use for our customers
• Develop and implement strategies to enhance customer satisfaction and operational efficiency whilst owning process change and process governance for your areas
• Constantly identify waste and COPQ (Cost of Poor Quality) in process that drive traffic and effort
• Collaborate with cross-functional teams to ensure alignment of customer support initiatives with overall business objectives.
• Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions whilst maintaining communication roadmap to keep colleagues informed.
• Lead and mentor a diverse team of customer support professionals, fostering a culture of excellence and continuous improvement.
• Responsibility for managing cost budgets and incrementally reducing the cost-to-serve and cost-per-interaction over time

Key KPIs or Measures

• Customer Satisfaction Score (CSAT)
• First Contact Resolution Rate (FCR)
• Average Handling Time (AHT)
• Average Time to Close (ATC)
• Net Promoter Score (NPS)
• Customer Effort (CE)
• Employee Engagement and Retention Rates
• Operational Efficiency Metrics Against SLAs (e.g., response times, resolution times)

Required Experience

• 12+ years of professional experience in a senior customer operations role, preferably in a global setting in Outsource services
• Robust knowledge and experience with Multi-national employment laws
• 5+ years of people leadership experience and strong leadership skills with a track record of managing large, diverse teams
• In-depth knowledge of CRMS and various inbound communication channels
• Excellent analytical and problem-solving abilities
• Strong communication and interpersonal skills
• Ability to work effectively in a fast-paced, dynamic environment

Preferred Experience

• Experience in the training or education outsourcing industry
• Familiarity with customer support best practices and industry standards
• Experience with process improvement methodologies such as Lean or Six Sigma
• Multilingual capabilities, particularly in languages relevant to global markets