Responsibilities
- Front Line Support
- Drive the strategy for customer first service delivery with omni-channel support with blended Vendor & In-house teams
- Define BPO performance strategy, defining measurable improvements for customer-sentiment and resolution
- Define service-solutions to reduce contact-propensity through product, policy and process improvement
- Strategic review of operational network and define 2-4yr operational footprint
- Experience Recovery
- Point of contact for all business escalations to resolve and retain our customers
- Stay connected to customer needs ensuring we win
- Elevated Knowledge
- Deliver exceptional front line team quality delivery, through team knowledge, process & product expertise
- Identify, build and evolve global training programs to enhance product knowledge and service capability.
- Stakeholder Management
- Take the lead on collaborating with business partners company wide to identify key customer improvement opportunities
- Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors.
- Implement Service Excellence initiatives, projects and programs, measuring the uplift in customer sentiment
- Leadership & People Development
- Manage, coach, mentor and inspire a global team of service professionals.
- Build a pipeline of talent and succession plans with apprenticeships
- Foster a culture of accountability, collaboration, and innovation across geographies.
- Empower your people to execute at speed with an open mindset to elevate operations in a trusted environment
- Financial Steward
- Responsible for line of business budgets and finances
- Define project ROI investments
- Compensation strategy to resolve and retain
Requirements
- Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation
- Bachelor’s degree or equivalent related experience
- Managed both Global Vendor BPO Operations and In-house escalation or resolution teams.
- Demonstrated success leading a team; previous experience leading Managers and Team Leads
- Strong commercial awareness, with the ability to balance resolution experience with efficiency
- Close-Loop resolution for product or process blockers causing customer friction with measured impact
- Relentless collaboration building strong stakeholder relationships to influence and execute
- Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer
- Traveler first: drive exceptional value and effortless resolution service-support
- Execution at speed: Challenge legacy processes, experiment, seeks to always improve
- Communication: strong influencing skills with ability to articulate issues to C-Level leadership
- Strategic thinker: with strong influence skills and ability to leveraging data
- Data Driven: Leverage data to identify improvement opportunities, A/B test mindset
Nice to Have
- Industry: Experience in a similar role within the Travel Industry
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work.
- Proven ability to operate effectively with a global-first mindset
