An exciting opportunity to influence and evolve our customer service strategy and drive operational excellence.
Be accountable for our processes, policies and strategic roadmap delivering measurable KPI and experience improvements.
Lead a team of process and policy specialists to deliver the pipeline of operational improvements.
Work closely with Sales, AM’s, P&T, WFM and CS leadership teams to identify priorities.
Engage with global cross functional leadership teams to provide regular updates.
Requirements
CS experience is vital. Ideally within a tech based company.
Proven ability to identify process improvement opportunities and fix them.
People leader who is a champion of development and engagement.
Analytical with experience using data to drive decision making.
Able to take a lead and develop projects that cut across multiple departments.
Will be able to command respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships.
Must be able to blend strategy with pragmatism and flex according to situation and priorities.
A base knowledge of business improvement and CI tools, techniques and approaches to coach and mentor a team.