We are looking for a passionate and experienced Senior Operational Excellence to join our team and spearhead strategic initiatives within our customer support.
As a key member of our organization, you will be pivotal in driving efficiency, reducing costs, and enhancing revenue generation through meticulous project management and strategic planning.
As a Senior Operational Excellence, you will lead cross-functional projects to continue improving customer satisfaction, optimizing efficiency, streamlining processes, and driving organizational growth. You will be responsible for developing and implementing strategic plans aligned with our company's overarching objectives.
In this role, you will collaborate closely with our CS team, contributing to the development and execution of our customer service strategy. Our ideal candidate is motivated by learning about our customers and business needs and proactively seeking new initiatives.
Responsibilities:
Developing Strategic Plans: Lead the development and implementation of strategic plans for the CS and operations departments that are aligned with overall company objectives.
Work Plan Management: Create and manage teamwork plans, ensuring alignment with strategic goals and efficient resource utilization.
Project Leadership: Lead cross-organization projects to improve operational efficiency, reduce costs, and increase revenue generation.
Cost Reduction and Revenue Enhancement: Identify opportunities for cost reduction within CS,
Budget Management: Build and manage budgets, ensuring the allocation of resources is in line with strategic priorities.
Process Improvement: Develop and implement process improvement initiatives to optimize efficiency and effectiveness across all functions.
Policy Development: Define and implement policies and procedures to ensure compliance, mitigate risks, and drive operational excellence.
Requirements: Customer experience/ support management - Significant experience (at least 3 years) in global customer management, strategy development, and planning roles within a similar industry or organization.
Project Management: Demonstrated experience in leading cross-functional projects from initiation to implementation, focusing on delivering results on time and within budget, monitoring, controlling, and making things happen.
Leadership Skills: Proven ability to lead and motivate teams, drive change, and influence cross-functional stakeholders to achieve strategic objectives.
Analytical Skills: Strong analytical and problem-solving skills with the ability to analyze data, identify trends, and make data-driven decisions.
Financial Acumen: Solid understanding of financial principles and budget management, with the ability to analyze financial data and develop budgets that align with strategic goals.
Communication Skills: Excellent communication and presentation skills, with the ability to effectively convey complex ideas and information to various stakeholders.
Strategic Thinking: Strategic mindset with the ability to think critically, anticipate future trends, and develop innovative strategies to drive business growth and competitive advantage.
This position is open to all candidates.
