This Senior Director of Operations role requires a strategic, innovative, multi-talented leader with deep customer care and progressive customer support work experience to help Qualfon evolve its customer care organization internally and externally in the United States for a specific client line of business. The ideal candidate will be obsessive about setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically about how the next shift in performance, efficiency, effectiveness and strategic tactics will be made. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.
This role will be expected to set and execute on a customer service strategy across Qualfon direct-to-consumer markets in the United States and to manage and oversee a tier one and Fortune 500 client. In addition, this role will, in a matrixed capacity, lead an internal team, serve as the voice of the customer to executives across the business, work with product and engineering to proactively solve customer issues, build out and expand into a revenue-generating channel, and establish the analytical infrastructure to derive insights from customer care.
The Senior Director will employ innovation, creativity, and modernization in driving excellence on the team and the operation as a whole. The ideal candidate will combine these innovative skills with strategic thinking and sound Six Sigma process methodologies to optimize performance and drive success outcomes.
Tagged as: Customer Service, Director, Engineer, Intern, ITI, management, ship, SMO
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Qualfon - Philippines Jobs
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