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Title
Text copied to clipboard!Head of Global Experience Operations
Description
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We are looking for a dynamic and experienced Head of Global Experience Operations to lead and optimize our global customer experience initiatives. This role is pivotal in ensuring that our customers receive a seamless and exceptional experience across all touchpoints. The ideal candidate will have a proven track record in managing large-scale operations, a deep understanding of customer experience strategies, and the ability to drive continuous improvement. You will be responsible for overseeing a global team, developing and implementing strategic plans, and ensuring that our customer experience operations align with our overall business objectives. Your leadership will be crucial in fostering a customer-centric culture, leveraging data and technology to enhance customer interactions, and collaborating with cross-functional teams to deliver outstanding service. This role requires a strategic thinker with excellent communication skills, a passion for customer satisfaction, and the ability to thrive in a fast-paced, dynamic environment. If you are a visionary leader with a commitment to excellence and a desire to make a significant impact, we invite you to join our team and help us shape the future of customer experience.
Responsibilities
Text copied to clipboard!- Develop and implement global customer experience strategies.
- Oversee and manage a global team of customer experience professionals.
- Ensure alignment of customer experience operations with business objectives.
- Leverage data and technology to enhance customer interactions.
- Foster a customer-centric culture across the organization.
- Collaborate with cross-functional teams to deliver outstanding service.
- Monitor and analyze customer feedback to drive continuous improvement.
- Develop and manage budgets for customer experience operations.
- Ensure compliance with relevant regulations and standards.
- Identify and implement best practices in customer experience management.
- Drive initiatives to improve customer satisfaction and loyalty.
- Lead change management efforts related to customer experience.
- Develop and deliver training programs for customer experience teams.
- Establish and monitor key performance indicators (KPIs) for customer experience.
- Manage vendor relationships and negotiate contracts.
- Prepare and present reports to senior leadership.
- Stay current with industry trends and innovations in customer experience.
- Develop and maintain strong relationships with key stakeholders.
- Ensure effective communication and collaboration within the team.
- Lead efforts to resolve complex customer issues and escalations.
Requirements
Text copied to clipboard!- Bachelor's degree in Business, Marketing, or a related field.
- 10+ years of experience in customer experience management.
- Proven track record in managing large-scale operations.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Strategic thinker with the ability to drive continuous improvement.
- Experience with data analysis and leveraging technology.
- Ability to thrive in a fast-paced, dynamic environment.
- Strong problem-solving and decision-making skills.
- Experience with budget management and financial planning.
- Knowledge of relevant regulations and standards.
- Ability to develop and implement strategic plans.
- Experience with change management and leading transformation initiatives.
- Strong project management skills.
- Ability to build and maintain strong relationships with stakeholders.
- Experience with vendor management and contract negotiation.
- Ability to analyze and interpret customer feedback.
- Strong presentation and reporting skills.
- Commitment to customer satisfaction and excellence.
- Ability to travel as needed.
Potential interview questions
Text copied to clipboard!- Can you describe your experience in managing global customer experience operations?
- How do you leverage data and technology to enhance customer interactions?
- Can you provide an example of a successful customer experience initiative you led?
- How do you foster a customer-centric culture within your team?
- What strategies do you use to drive continuous improvement in customer experience?
- How do you handle complex customer issues and escalations?
- Can you describe your experience with budget management and financial planning?
- How do you ensure compliance with relevant regulations and standards?
- What is your approach to developing and implementing strategic plans?
- How do you stay current with industry trends and innovations in customer experience?
- Can you describe a time when you led a successful change management initiative?
- How do you collaborate with cross-functional teams to deliver outstanding service?
- What key performance indicators (KPIs) do you use to measure customer experience?
- How do you develop and deliver training programs for customer experience teams?
- Can you describe your experience with vendor management and contract negotiation?
- How do you build and maintain strong relationships with stakeholders?
- What is your approach to analyzing and interpreting customer feedback?
- How do you ensure effective communication and collaboration within your team?
- Can you provide an example of a time when you resolved a complex customer issue?
- What motivates you to work in customer experience management?
