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Consumer Operations Team Lead

1 week ago

Manila, National Capital Region, Philippines Icebreaker Full time
Job Description

We are seeking a seasoned leader to spearhead our Consumer Operations team at Icebreaker. As a Global CX Manager - Senior, you will be responsible for overseeing the day-to-day activities of our customer support agents and developing strategies to enhance customer satisfaction.

You will lead a global team of Customer Experience (CX) managers and oversee more than 150+ frontline customer support agents that directly interact with Icebreaker customers via phone, chat, and email channels.

Your primary focus will be on streamlining operations and processes, driving performance improvements for the network, and creating a world-class experience for our customers.

Key Responsibilities:

  1. Hire and lead a global team of Customer Experience (CX) managers
  2. Develop CX metrics/KPIs, establish reporting mechanisms, and consistently monitor and deliver results at the team and agent level
  3. Lead complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies
  4. Develop and execute a strategic 3-year plan for Consumer Operations growth and scale
  5. Build and maintain a team culture that is customer obsessed and relentless in their pursuit to create the best customer experience possible
  6. Partner closely with Vendor Management, Workforce Management, Quality Assurance, Program Management, and Training Operations teams