Director of Customer Operations

The Customer Operations Director oversees and manages customer-facing operations to ensure efficient processes, high customer satisfaction, and operational excellence. This role ensures the delivery of high-quality service to customers, effective management of support staff, and alignment of operational performance with company standards. The Customer Operations Director provides leadership, operational oversight, and process improvements to achieve service excellence and customer satisfaction.

Key Responsibilities:

Team Management and Development:

• Lead, mentor, and motivate a team involved in customer-facing roles and back-end support to ensure high performance, productivity, and customer satisfaction.
• Provide leadership, direction, and support to ensure consistent team performance and professional development.
• Provide ongoing training and development opportunities for support team members to enhance their skills and knowledge, ensuring that they are equipped to handle a variety of customer inquiries and technical issues.
• Establish clear goals and expectations for the team.
• Ensure that the team is equipped with the necessary tools and resources to succeed.

Strategic Planning and Implementation:

• Develop and implement strategic plans to enhance the overall customer experience, including streamlining support processes, optimizing response times, and improving customer satisfaction metrics.
• Identify areas for improvement and implement solutions to optimize workflow and service delivery.
• Implement technologies and tools to enhance the customer experience.
• Manage customer journey maps to understand the customer experience from start to finish.
• Collaborate with the Customer Success Team on Customer Lifecycle Management (CLM) processes and playbooks:
• Awareness: Potential customers become aware of the product or service.
• Engagement: Customers show interest and seek information.
• Conversion: Customers make a purchase.
• Retention: Customers continue to engage with the brand.
• Advocacy: Customers become loyal advocates and recommend the product or service

Customer Experience Optimization & Performance Monitoring:

• Understand customer needs, wants, and expectations.
• Analyze customer feedback and identify areas for improvement.
• Develop and implement strategies to increase Customer Satisfaction and Loyalty.
• Monitor key performance indicators (KPIs) and metrics to evaluate the performance of the support team, ensure contracted SLAs are achieved, identify areas for improvement, and implement corrective actions as needed.

Documentation and Reporting:

• Maintain accurate records of customer interactions, feedback, and support issues, and generate regular reports to track trends, identify patterns, and make data-driven decisions to improve the support process.
• Ensure data hygiene and accuracy. Use data to make informed decisions about customer operations.

Process Improvement:

• Continuously evaluate and optimize support processes and procedures to streamline operations, improve efficiency, and enhance the customer experience.
• Implement tools and technologies to automate repetitive tasks and improve productivity.
• Identify and eliminate bottlenecks in customer processes.
• Implement automation to streamline workflows and improve efficiency.

Cross-Functional Collaboration:

• Partner with U.S. support leadership and cross-functional teams to align local operations with company objectives.
• Collaborate with other departments such as product development, sales, and customer success to communicate customer feedback, identify product issues, and drive resolution of customer issues.

Resource Allocation:

• Manage resources effectively to ensure adequate coverage and support levels. Allocate staffing resources based on workload and priorities to meet customer needs.

Budget Management:

• Develop and manage the customer operations budget in the Philippines, including forecasting expenses, allocating resources effectively, and identifying opportunities for cost optimization without compromising service quality.
• Monitor and track expenses to ensure that the budget is being adhered to.

Technical Expertise & Issue Resolution:

• Stay updated on product features, technical specifications, and troubleshooting techniques to provide guidance and support to the technical support team. Act as a resource for complex technical issues and escalations.
• Oversee the resolution of customer inquiries, concerns, and escalations in a timely and efficient manner, ensuring that all issues are addressed to the satisfaction of the customer.

Minimum Qualifications:

• Graduate of bachelor's degree in business administration or computer science and/or related field.
• Preferably a master's degree in business administration or Customer Experience Management.
• Minimum of 10 years of customer support experience, including at least 3 years in a supervisory or management role.
• Experience managing customer support teams
• Demonstrated ability to lead, coach, and develop teams in a high-volume, fast-paced environment.
• Strong analytical and problem-solving skills; ability to leverage data in decision-making.
• Proficiency with customer support systems such as Zendesk and NetSuite.
• Experience in related fields like business operations, IT, or project management can also be beneficial.
• Ability to handle urgent situations professionally and in a timely manner.
• A positive attitude, considerate of others, genuinely interested in other people, patient & emphatic, uses positive language and humility.
• Excellent English communication skills (Listening, Reading, Writing and Speaking)
• Strong attention to detail & documentation skills.
• Alignment with our company's values.
• Willing to work onsite and remote on Graveyard shifts (Philippines Nighttime / U.S. Daytime).