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Title
Text copied to clipboard!Head of Global Experience Operations
Description
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We are looking for a dynamic, experienced, and strategic leader to fill the role of Head of Global Experience Operations. This role is responsible for overseeing and managing all aspects of our global customer experience operations. The successful candidate will be responsible for developing and implementing strategies to improve customer experience, drive operational efficiency, and increase customer satisfaction. They will also be responsible for managing a global team, ensuring that all operations are aligned with our company's strategic objectives. The Head of Global Experience Operations will work closely with other department heads to ensure a seamless customer experience across all touchpoints. They will also be responsible for monitoring and analyzing customer feedback, identifying trends and insights, and using this information to drive continuous improvement in our operations. The ideal candidate will have a strong background in operations management, a deep understanding of customer experience, and a proven track record of driving operational excellence in a global context.
Responsibilities
Text copied to clipboard!- Develop and implement global customer experience strategies
- Manage a global team of customer experience professionals
- Monitor and analyze customer feedback
- Identify trends and insights to drive continuous improvement
- Work closely with other department heads to ensure a seamless customer experience
- Ensure all operations are aligned with company's strategic objectives
- Drive operational efficiency and increase customer satisfaction
- Manage budget and resources for global operations
- Establish and monitor performance metrics
- Ensure compliance with global regulations and standards
Requirements
Text copied to clipboard!- Bachelor's degree in Business Administration or related field
- Minimum of 10 years of experience in operations management
- Proven track record of managing global operations
- Strong understanding of customer experience strategies and best practices
- Excellent leadership and team management skills
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
- Strong project management skills
- Proficiency in relevant software and technology
Potential interview questions
Text copied to clipboard!- Can you describe a time when you improved customer experience in a global context?
- How do you handle feedback from customers?
- What strategies would you use to increase customer satisfaction?
- How do you manage a global team?
- Can you describe a time when you had to make a difficult decision that affected global operations?