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Title
Text copied to clipboard!Head of Global Experience Operations
Description
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We are looking for a Head of Global Experience Operations to lead and scale our global customer experience strategy and operational excellence initiatives. This executive-level role is responsible for ensuring a seamless, consistent, and high-quality experience for customers across all touchpoints and regions. The ideal candidate will bring a strong background in customer experience management, operational leadership, and cross-functional collaboration.
As the Head of Global Experience Operations, you will oversee the development and implementation of global standards, processes, and tools that enhance customer satisfaction and loyalty. You will work closely with regional teams, product managers, marketing, and support functions to align customer experience goals with business objectives. Your leadership will be critical in driving innovation, efficiency, and continuous improvement across the customer journey.
You will also be responsible for building and leading a high-performing global team, fostering a culture of customer-centricity, and using data-driven insights to inform strategic decisions. This role requires a deep understanding of global markets, cultural nuances, and the ability to adapt strategies to meet diverse customer needs.
Key success factors include strong communication skills, a passion for customer experience, and a proven track record of leading large-scale operational initiatives. If you are a visionary leader with a global mindset and a desire to make a meaningful impact, we invite you to join our team.
Responsibilities
Text copied to clipboard!- Develop and execute a global customer experience strategy.
- Lead cross-functional initiatives to improve customer satisfaction.
- Establish and maintain global operational standards and best practices.
- Collaborate with regional teams to ensure consistency and alignment.
- Use data and analytics to drive decision-making and performance improvements.
- Build and manage a high-performing global experience operations team.
- Identify and implement tools and technologies to enhance customer experience.
- Monitor and report on key performance indicators and customer feedback.
- Drive continuous improvement initiatives across all customer touchpoints.
- Ensure compliance with regional regulations and cultural expectations.
Requirements
Text copied to clipboard!- Bachelor’s degree in Business, Operations, or related field; MBA preferred.
- 10+ years of experience in customer experience or operations leadership roles.
- Proven track record of managing global teams and initiatives.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Experience with customer experience platforms and CRM systems.
- Ability to work in a fast-paced, dynamic environment.
- Strong project management and organizational skills.
- Cultural sensitivity and experience working across multiple regions.
- Fluency in English; additional languages a plus.
Potential interview questions
Text copied to clipboard!- What is your experience leading global customer experience initiatives?
- How do you ensure consistency in customer experience across regions?
- Describe a time you used data to improve customer satisfaction.
- What tools or platforms have you used to manage customer operations?
- How do you build and lead high-performing global teams?
- What strategies do you use to align customer experience with business goals?
- How do you handle cultural differences in global operations?
- What metrics do you track to measure customer experience success?
- Describe a major challenge you faced in a global role and how you overcame it.
- Why are you interested in this position?
