דרושים » רפואה ופארמה » ממונה תחום שרות לאחת מקופות החולים בתל אביב

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

Youll work in an exciting environment alongside some of the most innovative people in the industry, using cutting-edge tools and technologies. you have the opportunity to directly influence the products and solutions used by our clients worldwide, including sports giants such as the NBA, Bundesliga, LaLiga, ESPN and thats just the beginning of what we have to offer! Join us and be a part of the best tech team as we Fuel The Fandom.

What youll do:

Our Client Solutions & Delivery team engages in a wide variety of complex projects for global clients while providing top-notch customer experience to ensure successful delivery and onboarding for each and every client and project.

This team is responsible for ensuring we are the largest and most strategic global clients who are implementing our enterprise solutions are successfully onboarded to the platform. Preside over the successful delivery of custom client integration projects which are delivered on time, on scope, and to high client satisfaction.

The individual will collaborate across many teams within the company, ranging from Product, Business Development, R&D, Account Management, Operations, and more, in order to create and deliver custom solutions and to drive product and feature enhancements for our clients globally.

Serve as the primary point of contact for client integrations and projects.
Plan, organize, and manage all phases of a project lifecycle to ensure successful delivery by developing and managing project schedules, success criteria and KPIs, and project milestones.
As part of the project, present proposed solutions and take part in ongoing technical discussions with the customer.
Responsible for driving product onboarding and adoption across our client base.
Become a subject matter on the product suite and solutions and know-how to implement them to meet client objectives. Work with Product and R&D teams to capture and articulate customer and prospect special integration needs.
Educate partners and clients in deployment best practices & successful project setup and structure.
Develop trusted relationships to drive implementation with the clients internal teams.
Partner with the Business Development, Customer Success, and Product teams to perform user research and gather requirements in order to design advanced integration capabilities
Drive our Go To Market processes when launching new products.
Develop internal processes for new product integrations and launches that can accommodate novel solutions across our strategic client base.
uct integrations and launches that can accommodate novel solutions across our strategic client base.