Director of Customer Support Operations (Zenni)

Director of Customer Operations COE Manila, Philippines

Description

The Director of Customer Operations has a critical role on Zenni's award-winning Customer Support team. With your functional expertise in support operations and management, you will be overseeing all aspects of contact center operations to ensure exceptional customer service, operational efficiency, and regulatory compliance. This role will be responsible for driving improvements in our customer satisfaction by championing quality of service and ensuring customers needs are understood and addressed.

Requirements

Set the short and long term strategy for support teams, with a focus on empathy, quality and issue resolution

Develop our COE management team

Drive improvements in our customer satisfaction by championing quality of service

Manage the budget in concert with service standards and unit economics required for business success

Ability to take on other teams that are people and process heavy

Develop an effective tiered system of support

Lead cross-functional teams and collaborate with internal stakeholders to achieve organizational goals and objectives

Provide regular updates to senior leadership on KPIs, team performance, and progress towards strategic goals

Work with Product and Engineering teams to leverage AI and Automation solutions

Maintain a feedback loop with Voice of the Customer for insights into customer issues and bottlenecks

What skills do you need?

Experience in a leadership role with a contact center environment

Proven track record of success in improving contact center efficiency, performance, and customer satisfaction

Ability to develop and implement effective strategies that align with organizational goals

Excellent communication skills for effective collaboration across departments and with various stakeholders

Ability to effectively manage multiple priorities, delegate tasks, and work independently

Ability to trouble-shoot problem areas and recommend and develop effective system and process improvements

Project management and organizational skills

Ability to work effectively under pressure and meet deadlines