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Title
Text copied to clipboard!Head of Global Operations Experience
Description
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We are looking for a Head of Global Operations Experience to lead and optimize customer experience across all our international operations. This strategic position focuses on ensuring that global operational processes align with the highest standards of customer service, efficiency, and quality. The ideal candidate will have a strong background in operations management, deep knowledge of international markets, and a customer-centric mindset.
The Head of Global Operations Experience will be responsible for designing and implementing strategies that enhance customer experience across all operational touchpoints, from logistics to post-sale support. They will work closely with cross-functional teams, including operations, technology, customer service, and marketing, to ensure a consistent and high-quality experience across all markets.
Additionally, this role requires advanced analytical skills to interpret performance data, identify areas for improvement, and lead change initiatives. They will also be responsible for setting key performance indicators (KPIs), conducting quality audits, and fostering a culture of continuous improvement throughout the organization.
The ideal candidate should have prior experience in a similar global role, exceptional leadership skills, and the ability to influence diverse and geographically distributed teams. Knowledge of customer experience management tools and agile methodologies is highly valued.
This is a unique opportunity to join a growing company with an international presence, where you can have a direct impact on customer satisfaction and global operational efficiency.
Responsibilities
Text copied to clipboard!- Design strategies to improve customer experience globally.
- Oversee implementation of customer-centric operational processes.
- Collaborate with cross-functional teams to align operational goals.
- Analyze performance data and propose improvements.
- Set and monitor customer experience KPIs.
- Lead continuous improvement initiatives in global operations.
- Ensure consistency in customer experience across all markets.
- Manage quality and compliance audits.
- Train and develop teams on customer experience best practices.
- Identify innovation opportunities in operational processes.
Requirements
Text copied to clipboard!- Bachelor’s degree in Business, Engineering, or related field.
- Minimum 7 years of experience in global operations or customer experience.
- Experience leading international and cross-functional teams.
- Knowledge of customer experience management tools.
- Strong analytical and problem-solving skills.
- Fluency in English and Spanish; other languages are a plus.
- Ability to work in dynamic, multicultural environments.
- Experience with agile methodologies and continuous improvement.
- Excellent communication and leadership skills.
- Willingness to travel internationally.
Potential interview questions
Text copied to clipboard!- What has been your biggest achievement in improving customer experience?
- How do you manage coordination between global teams?
- What tools do you use to measure customer experience?
- Have you implemented any continuous improvement initiatives? Describe the process.
- How do you ensure consistency in customer experience across regions?
- What challenges have you faced in global operations and how did you overcome them?
- Do you have experience working with agile methodologies?
- How do you prioritize initiatives when resources are limited?
- What role does technology play in customer experience for you?
- Are you willing to travel frequently for work?
