Cx Operational Lead

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way The Role The CX Operational Lead is responsible for ensuring operational excellence across CX partner sites while managing key projects within the CX Delivery and Operations team This role is a blend of day-to-day operational leadership and project management where you ll play a critical part in driving customer satisfaction efficiency and results Whether leading partner operations managing escalations or spearheading initiatives your focus will always be on delivering exceptional customer experiences and achieving measurable outcomes Your Contribution Be Yourself Be Open Stay Hungry and Humble Collaborate Challenge Decide and just Do These are the behaviors you ll need for success at Logitech In this role you will Operational Excellence CX Delivery Oversee day-to-day operations at partner site s ensuring key deliverables are consistently met Align CX operations with broader organizational goals by working closely with partner teams to embed strategies Monitor CX partner KPIs driving accountability and success by offering targeted support for operational needs Prepare and execute periodic reviews calibrations training sessions and other partner-facing activities to ensure seamless performance Create and publish dashboards showcasing CX performance metrics KPIs top contact trends and other deliverables Engage with internal stakeholders and regional sales leads ensuring alignment and communication around CX activities and outcomes Project Management Manage projects within Deliver and Operations Coordinate with cross-functional project owners to manage milestones timelines budgets and dependencies Communicate relevant updates and milestones to the greater team and stakeholders Assist in and actively participate in ad-hoc projects within CX operations to meet organizational needs Escalation Management Continuous Improvement Handle escalations when needed ensuring efficient resolution and positive customer outcomes Identify field performance trends top escalations or inefficiencies in CX operations proposing and implementing actionable improvements Key Qualifications For consideration you must bring the following minimum skills and behaviors to our team Proven experience in BPO operations and managing large-scale CX partner teams Strong project management skills with demonstrated success in managing initiatives from start to finish Proficiency in using project management software and tools e g Trello Monday com Asana etc Exceptional verbal and written communication skills to work effectively with diverse teams and stakeholders Strong organizational and time management skills with a focus on meeting deadlines and maintaining attention to detail Excellent interpersonal skills with a responsive collaborative and solutions-oriented mindset High levels of integrity trust and respect for individuals with a team-first mentality Preferred Skills A creative approach to problem-solving and improving customer experiences High energy enthusiasm and a positive mindset to foster team collaboration and success Education Bachelor s degree or equivalent experience in a relevant field Certification in Project Management is preferred Why Join Logitech Logitech is the sweet spot for people who are passionate about delivering impactful solutions while having fun doing it As a company we re agile enough for each individual s efforts to make a difference while being global in scale to create lasting impact Our CX Delivery Lead role reflects that perfect balance empowering you to lead innovate and connect with what matters most Logitech is an equal opportunity employer All qualified applicants will receive consideration for employment without regard to race sex age color religion sexual orientation gender identity national origin protected veteran status or disability Across Logitech we empower collaboration and foster play We help teams collaborate learn from anywhere without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations Our hybrid work model allows some employees to work remotely while others work on-premises Within this structure you may have teams or departments split between working remotely and working in-house Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design Being a global company we value our diversity and celebrate all our differences Don t meet every single requirement Not a problem If you feel you are the right candidate for the opportunity we strongly recommend that you apply We want to meet you We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones now and in the future We believe that good health means more than getting medical care when you need it Logitech supports a culture that encourages individuals to achieve good physical financial emotional intellectual and social wellbeing so we all can create achieve and enjoy more and support our families We can t wait to tell you more about them being that there are too many to list here and they vary based on location All qualified applicants will receive consideration for employment without regard to race sex age color religion sexual orientation gender identity national origin protected veteran status or on the basis of disability If you require an accommodation to complete any part of the application process are limited in the ability are unable to access or use this online application process and need an alternative method for applying you may contact us toll free at 1-510-713-4866 for assistance and we will get back to you as soon as possible