Head of Customer Operations

**Location**
- Singapore, Central Singapore**Job Type**
- Permanent**Salary**
- $17,000 - $21,000 Per Month**Date Posted**
- 29 minutes agoAdditional Details

**Job ID**
- 141069**Job Views**
- 1Roles & Responsibilities

**HEAD OF CUSTOMER OPERATIONS**

MISSION

As Circles.Life expands in its home base of Singapore as well as its international markets of Australia, Taiwan, Indonesia and Japan, we are looking for a passionate, driven and results-oriented executive who can lead the end-to-end support experience for our customers. The Head of Customer Experience & Operations will be charged to envision, define and develop the global customer experience across the 6 (and still growing) markets.

This is a global role which is based in Singapore.

DESIRED OUTCOMES
- Deliver on Circles.Life goal of achieving best-in-class customer outcomes and experience through a customer experience strategy that drives customer advocacy across all touchpoints as measured through NPS, CSAT, CES, and other indicators.
- Consistently deliver quality customer experience across all digital/online touchpoints by designing and implementing an operating model that is responsive and flexible to handle the full range of possible demand in customer service operations.
- Move towards an effortless, zero-touch customer experience by constantly identifying, evaluating, and implementing digital innovations that drives greater customer satisfaction, engagement, and loyalty.
- Build a culture and system that inspires and enables the entire organisation to become even more customer obsessed in its efforts to meet our customer needs. Leverage on insights generated and turn them into marketing and product development needs in order to deliver delightful offerings to our customers.
- Consistently achieve industry leading service performance while improving cost-to-serve metrics through the constant evaluation and implementation of tools, processes, and organisation support needed.
- Build, train, and mentor a high performing, high producing customer experience and operations team with a clear focus on accelerating company performance.

KEY EXPERIENCE
- 10+ years in CX and Operations in a high growth or scale up B2C organisation known for its focus on customer experience demonstrated by industry leading NPS scores and world-class customer resolution metrics
- (IDEAL) Diverse international experience with exposure in both mature and developing markets
- Has led large, high-performing, geographically distributed CX and operations team(s) of 200+
- Has created/influenced a customer-centric organisation culture and built an engaged, motivated CX and operations team that consistently meets (and exceeds) KPIs
- Ran 24/7 CX and operations functions across multiple countries by leveraging distributed teams with a focus on achieving efficient processes and continuous improvement
- Has driven high team performance against OKRs and set up the required dashboards, key processes and cadence to assess and maintain optimal performance. Demonstrated ability to extract actionable insights and implement them with the team
- Has managed P&L with a focus on cost efficiency, budgets and forecasts for the CX and operations teams. Budget size of ~SGD10 mil
- Has owned key metrics (including NPS, CSAT, CES) for the organisation and consistently performed against targets
- Possess the ability to envision a mid to long term strategy for the CX and operations functions with the goal of achieving world class customer experience in a digital-first industry
- Has planned and implemented a CX strategy that enables the organisation to be industry leading in CX, including digital innovations to move towards a ‘zero-touch’ support model
- Has executed improvements to customer journeys through the adoption of a customer-first mindset and systems thinking approach towards CX
- Has created CX roadmaps and influenced other functions of the **organisation** through collaboration with Head of Departments and other functions to deliver delightful offerings to customers
- Has worked with BPO partners / outsourcing firms to deliver industry leading customer experience
- Has built out Regional Centres of Excellence to provide world class customer experience and support

Tags

head

of

customer

operations