CX Operations Director

Job Functions:

Skill:

·       Team Management and Development: Oversee a big team of hundreds of customer experience agents, most working remotely across multiple geographies. Focus on scaling the team effectively while maintaining a high standard of service.

·       Operational Excellence: Exercise full operational control to evolve team structures, redefine incentive schemes, and streamline processes and workflows.

·       Customer Experience Innovation: Spearhead initiatives to create a customer experience that sets new industry standards. Ensure our service is not just satisfactory, but memorable and exceptional.

·       Technology Integration: Work closely with our large in-house engineering team responsible for our proprietary CRM solution, which includes cutting-edge features powered by Large Language Models (LLMs). Guide the ongoing development of this technology to enhance customer interaction.

·       Analytics Collaboration: Be the primary stakeholder for the dedicated analytics team to leverage data in shaping and evolving our customer experience strategies. Utilize analytics insights for informed decision-making and strategy development.

·       Contribute to Procedure Development for Financial Products: Collaborate with the analytical team on developing robust procedures and protocols for an expanding lineup of financial products

Job Requirements:

·       Experience: we highly encourage candidates with a diverse business background to apply. This role places significant emphasis on analytics and technology, and we value intellectual agility and the ability to quickly adapt and innovate, while an ability to manage people structures is also essential.

·       Innovative Leadership: Strong leadership skills with a focus on nurturing team growth, driving innovation, and fostering a culture of excellence in customer service.

·       Operational Agility: Ability to adapt and thrive in a rapidly changing environment, with the skill to make strategic decisions that impact the overall customer experience.

·       Technically Savvy: A technical background is advantageous. Expect a lot of work with the product and engineering teams across Company.

·       Analytical Approach: Strong analytical skills are essential, with the ability to collaborate with, and definitely to challenge the supporting analytics teams to inform and evolve customer experience strategies.

·       Communication: Excellent communication skills, capable of effectively managing remote teams and liaising with different departments to achieve a unified goal.