
Senior Customer Service Operations Manager
1 week ago
We are seeking an experienced professional to lead customer service operations in emerging markets.
About the RoleThe ideal candidate will have 3-6 years of background in customer service operations, ensuring a premium customer experience across eCom and retail channels.
Responsibilities include managing BPO/vendor operations, driving KPI performance, supporting efficiency, quality, and membership-first initiatives. The selected candidate will be responsible for maintaining high standards of customer satisfaction and loyalty.
- Main Responsibilities:
- Ensure a premium CS experience across all channels in Emerging Markets
- Manage BPO/vendor operations: drive targets, align processes, and act as first escalation point
- Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards
- Lead business reviews with vendors (monthly/quarterly/annual)
- Optimize processes and implement rollouts/new functionalities across regions
- Drive continuous improvement initiatives and hold vendors accountable
- Support people management by guiding vendor team structures & workload efficiency
To succeed in this role, you'll need strong problem-solving and risk management abilities, excellent stakeholder and vendor management skills, and adaptability in a dynamic environment.
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