
Digital Operations Director
2 weeks ago
Job Overview
We are seeking a Senior Digital Operations Leader to join our team in the Middle East. As a key member of our e-commerce ecosystem, you will be responsible for managing large customer support operations teams spread across multiple locations.
This is a strategic leadership position that requires close collaboration with cross-functional teams and regular engagement with senior leadership in a fast-paced environment.
- Lead key initiatives to strengthen leadership within the CS team, manage high-priority customer escalations, and shape the CS technology roadmap to improve both customer and agent experience.
- Drive customer satisfaction, reduce churn, and build long-term improvements in customer support processes through data-driven analysis and best practices.
- Develop and implement strategies to enhance service quality, including analyzing escalation trends, customer feedback, and support metrics.
Key Requirements
- Minimum 12 years of experience in Customer Service/Operations/Program Management in an 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, people development capability, and stakeholder management skills are essential for success in this role.
Our Ideal Candidate
- Strategic thinker with excellent problem-solving and execution ownership.
- Ability to lead large, complex programs and deliver measurable outcomes.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
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