Director of Customer Experience

3 days ago

Gurgaon, Haryana, India beBeeLeader Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title: Director of Customer Experience

This role is ideal for a seasoned professional with a proven track record of driving continuous improvement initiatives to enhance customer experience. You will advise and implement the vision and strategy for the Support organization, deliver defined Objectives and Key Results (OKRs) against company goals, and develop a successful team of managers, leads, and specialists.

  • Key Responsibilities:
  • Drive continuous improvement initiatives to improve customer experience across key channels and products
  • Advise and implement the vision and strategy for the Support organization in achievement of organizational goals in partnership with other departments/functions
  • Deliver defined Objectives and Key Results (OKRs) and performance measures against company goals with a hands-on approach to understand gaps and run continuous improvement efforts
  • Develop a successful team of Managers, Leads & Specialists in a growth environment including developing the team for future changes, managing the teams change resilience, and minimizing performance impacts associated with change

Requirements:

  • Overall 15+ years of customer support operations experience
  • Minimum 8 years of experience in service delivery & managing large teams
  • Experience scaling and building operational teams, including people, processes, and programs
  • A solid leader, doer, motivator, and decision-maker with consistent track record working efficiently with people at all levels

Ideal Candidate Profile:

We are looking for a results-focused, forward-thinking individual with a proven track record of delivering shared goals and outcomes across internal and external teams. The ideal candidate will be able to develop and optimally articulate a vision & strategy as well as communicate strategic direction, interpret qualitative and quantitative data to formulate concrete insights, and compile information in a structured, logical manner.

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