Customer Operations Director

MAIN PURPOSE

To create a flexible, leading edge Contact Centre operation that is integrated into the businesses customer value chain, enhancing customer’s experience within cost parameters.

Create the organisational capability that will support, influence and deliver the strategic and operational priorities of the businesses

KEY RESULT AREAS

Key leadership role within the Group, leading through people ensuring they have clarity of purpose and exceed service expectations within cost parameters. Accountable for delivering customer service experience and cost targets.

Develop concept of thought leadership, for example on the role and value of service in the customer proposition, the role of the Contact Centres in the value chain, customer interaction strategy.

Establish key relationships with other parts of the business so that the capability and role of the Contact Centres is integrated into an Omni channel customer experience.

Demonstrate the value of the Contact Centres and drive the development agenda in line with the business strategy ensuring key stakeholder buy-in.

Deliver development and transformational change strategies, ensuring quality, flexibility and speed of implementation.

Lead on contact centre industry developments ensuring that innovation and developments are followed and their applicability to our business understood.

Performance and talent focussed such that all of the team have a clear understanding of business strategy, their role in delivering success and development is targeted and aligned with individual career aspiration and business need.

Design and Implement Operating Model structure changes for contact centre ops teams, using organisation design methodologies to be fit for the future.

DIMENSIONS (FINANCIAL RESPONSIBILITY)

· Accountable for contact centre operating budget of c $45 million

· Indirect influence over overall home delivery revenue of $900 million.

LOCATION

Remote/Hybrid across various locations in the USA

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CV34