
Senior Customer Experience Director
1 week ago
We are seeking a highly skilled professional to lead key initiatives in our fast-growing e-commerce environment. This strategic leadership position requires strong problem-solving skills and the ability to manage high-priority customer escalations.
You will lead a large CS operations team spread across multiple locations, ensuring smooth handling of complex issues that go beyond frontline support. Your role includes managing stakeholder relationships, driving governance forums, and reporting to senior leadership.
About YouTo be successful in this role, you need:
- 12+ years of experience in Customer Service/Operations/Program Management in e-commerce environment, including 4–5 years in senior leadership.
- Proven ability to lead and manage large, distributed CS operations teams across geographies, ensuring delivery of SLAs, high agent quality, productivity, and a customer-first culture.
- Strong problem-solving, analytical, performing RCA, people development capability, and stakeholder management skills.
- Hands-on experience with CRM platforms, automation tools, and knowledge bases.
- High adaptability, flexibility, and resilience in dynamic environments - proactive self-starter.
We are looking for someone who is ready to take on new challenges and drive accountability and outcomes. As a Senior Program Manager, Customer Support, you will have the opportunity to make a significant impact on our business and work with a talented team of professionals.
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