This role carries full ownership of all service-related processes and performance within the organization, with responsibility for creating a unified, scalable, and high-quality end-to-end service experience for both customers and external partners/service providers. The executive will directly manage the Customer Service Contact Center, Back-Office operations, and Partner Quality functions, while ensuring alignment between operational excellence, customer satisfaction, business goals, and efficiency targets.
The ideal candidate will demonstrate strong strategic capabilities with hands-on operational expertise and have a proven track record in designing and executing company-wide service strategies across multiple customer and operational domains. Leadership in driving cross-functional collaboration, service transformation, process optimization, automation initiatives, and continuous improvement methodologies. They must be capable of defining service standards, implementing KPI-driven management frameworks, and leading organizational change in fast-paced, high-growth environments.
Responsibilities:
Lead and scale our Service Excellence organization, managing senior leaders across Customer Service and Back Office while driving a unified service vision across the company.
Own the end-to-end customer service experience, establishing service standards, SLAs, and quality frameworks, and ensuring consistent execution across all service functions.
Drive operational excellence by leading cross-functional initiatives focused on improving customer satisfaction, increasing efficiency, reducing customer effort, and expanding automation and self-service capabilities.
Manage performance through KPIs, analyze service trends, identify improvement opportunities, and lead continuous improvement initiatives that deliver measurable business impact.
Collaborate closely with Product, Operations, and Technology stakeholders to implement scalable service solutions and support business growth.
Requirements: 10+ years of progressive leadership experience managing large customer service and operations departments.
Proven ability to lead significant organizational restructuring, integrating diverse operational units into a single, cohesive structure.
Expertise in mapping, defining, and optimizing end-to-end service and operational workflows to reduce friction, eliminate manual steps, and ensure consistency across all customer and partner touchpoints.
Experience managing specialized quality and compliance teams, particularly those dealing with sensitive complaints and partner/vendor-related issues.
Proficient in establishing and managing performance through metrics (KPIs), focusing on operational effectiveness and service quality improvement.
This position is open to all candidates.