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Required Director of Customer Care Strategy
Role Purpose:
This senior leader will own the strategy, design, and transformation of Customer Care across all channels, with a specific mandate to leverage AI and automation to improve customer experience, quality, and efficiency.
This role defines the future-state service model, including how AI augments agents, powers self-service, and enables proactive support. It is a strategic partnership role that works with Operations & Product to deliver systemic improvements.
Location: Glilot, Israel
Key Responsibilities
Customer Care Strategy & Roadmap: Define the vision and strategy for Customer Care that is aligned with company goals and customer needs.
Partner with all functions across the Operations department to define the service strategy and track execution.
Technology and Innovation: Spearhead the implementation of cutting-edge technologies, including omnichannel platforms (CCaaS), LLM-powered self-service chatbots, and AI agent-assist tools.
Work with Product teams to build in-product support and self-service tools that reduce avoidable contacts.
Voice of the Customer (VoC) Advocacy: Act as the "Voice of the Customer" across the company.
Collaborate closely with Product, KYC, and GTM teams to share insights, drive product improvements, and create a seamless end-to-end customer journey.
Customer Experience (CX) Enhancement: Design and launch new, specialized service models, and identify opportunities to generate revenue through proactive, value-added services.
Inquiry Reduction & Process Improvement: Lead internal inquiry reduction and productivity improvement projects, along with cross-functional programs to tackle systemic drivers of contact and customer dissatisfaction.
Quality Framework & Strategy: Design and implement a global quality assurance framework to measure, analyze, and improve the performance of all customer interactions.