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We are seeking a Head of Customer Experience (CX) to lead and scale our global CX operations across three distinct product lines, spanning B2C and Hotels. This role will be responsible for driving operational excellence, customer satisfaction, and team performance.

The Head of CX role is a unique opportunity to grow a scalable, data-driven support organization built on self-service, automation and utilizing state-of-the-art technologies.

Our team is motivated, professional and striving for excellence, and our goal is to make the customer experience a competitive advantage in the hospitality industry, allowing to continue its growth and maintain its leadership position.

Responsibilities:

Overseeing and growing CX operations for 3 different products.
Managing and growing CX operations in multiple locations around the world
Building and maintaining service and support processes and tools
Introducing new channels of communication such as phone support and chat
Establishing processes and best practices for servicing and supporting new products and features as they are rolled out
Meeting KPIs for team performance while scaling the team
Maintaining a high quality of knowledge
Introducing self-service and troubleshooting capabilities for customers
Introducing automation and customer experience technologies and tools.
Recruiting and overseeing team leaders and key personnel
Manage and execute ongoing projects as requested by the CX Management.
Building and maintaining great working relationships with additional teams such as marketing, customer success, knowledge, product , tier3 and HR

We create solutions that empower IP businesses to collaborate with global partners in a way that creates the results they desire. Our vision is to create an industry in which IP professionals have all the information they need to build successful relationships with their partners, globally. We continuously strive to enhance the quality of our offerings to exceed customers' expectations.
Location
We are located in the brand-new Azrieli Office building in Modiin, right next to the Azrieli Mall and just steps away from the train station!
What you will be doing:
As Head of Operations, you will have overall responsibility for our delivery (case management, pricing, renewals) & support departments, ensuring that we meet customer expectations within SLA and quality standards. You will work to implement best practices, including automation, to enhance scalability, monitor and report on delivery performance metrics, using data to drive continuous improvement. Collaboration with Sales, CS, Finance, Product and Digital teams will be essential to ensure alignment and seamless delivery of customer solutions. Effective communication with internal and external stakeholders is crucial, providing regular updates delivery performance and project statuses. Additionally, you will stay abreast of trends in the intellectual property industry and innovations to enhance our methodologies and delivery capabilities, leading initiatives to improve processes, tools to drive value delivery, efficiency and scalability focusing on best in class project and data management.
Who are you?
You are a results-driven manager with a passion for operational excellence and customer satisfaction. As a seasoned operations professional you understand the critical importance of stakeholder alignment and cross-departmental collaboration. With a proven track record in execution, you excel in ensuring that we deliver the value promised to our customers through the successful delivery of our solutions. Planning is a forte of yours and you utilize data-driven decision-making to guide your actions. Your affinity for technology and enthusiasm for implementing digital tools enable you to work smarter and faster, driving continuous improvement and operational efficiency. You are looking for an opportunity to lead and shape the delivery function in a growing and innovative company.
Key Roles and Responsibilities
Develop, document and implement delivery processes that align with the companys goals and customer expectations.
Ensure the successful delivery of solutions' value to meet and exceed customer expectations.
Monitor and report on the performance metrics, using data to drive continuous improvement.
Analyze delivery processes and metrics to suggest and implement best practices aiming to constantly enhance effectiveness and efficiency.
Lead initiatives to improve processes, tools, and methodologies to drive customer value and delivery performance.
Identify and mitigate risks to ensure successful project outcomes and customer satisfaction.
Lead, inspire, and develop a high-performing delivery team