Global CX Operations Director

6 days ago


Manila, National Capital Region, Philippines Icebreaker Full time

At Icebreaker, we are committed to delivering exceptional customer experiences. We are seeking a highly skilled professional to join our team as a Global CX Operations Director.

In this role, you will be responsible for leading our Customer Support Operations team and developing strategies to enhance customer satisfaction and resolution rate.

The ideal candidate will have a proven track record of managing global teams, with experience in developing and implementing process improvements using Kaizen and Lean Six Sigma methodologies.

You will work closely with cross-functional partners to drive performance improvements and create a world-class customer experience.

Key Responsibilities:

  • Lead a global team of Customer Experience (CX) managers and oversee frontline customer support agents
  • Develop and implement process improvements using Kaizen and Lean Six Sigma methodologies
  • Work closely with cross-functional partners to drive performance improvements
  • Develop and execute a strategic plan for Consumer Operations growth and scale

Requirements:

  • 10+ years experience managing multi-level CX Operations teams
  • Experience managing operations in a volatile/hyper-growth environment
  • Strong problem-solving skills and ability to work on multiple projects at once
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