Head - Customer Success & Services Operations

JD :

- We are seeking a talented leader to lead Customer Success & Services Operations to join our team.

- In this pivotal role, you'll be at the forefront of driving operational excellence, inspiring a large team, and enhancing the customer experience across our markets.

- You will also be a key player in driving operational excellence and seamless transformations across the organization.

Some of the key responsibilities will include :

- Lead and manage the day-to-day operations of our customer operations, fostering a culture of continuous improvement and strong professional teamwork.

- Create and implement strategic initiatives to improve operational effectiveness and customer satisfaction across the department.

- Oversee the recruitment, training, and development of large team, ensuring they are equipped to deliver exceptional service.

- Build and maintain strong relationships with internal and external stakeholders to support operational objectives.

- Ensure compliance with regulatory requirements and company policies by effectively monitoring and managing operational risks.

- Analyze and report on team performance, providing actionable insights and recommendations.

To be eligible for this role you will require:

- 15+ years of managing large scale Customer Success Operations, processes, and systems.

- Strong leadership skills with a successful track record of managing large teams

- Excellent understanding of customer service principles and practices

- Exceptional communication and interpersonal skills.

- Ability to manage pressure, stabilize the process, improvisations, work on new developments which can add value to the team and open to challenges.

- Strong inter-personal skills and evidence of working across teams and geographies to produce timely and accurate output.