Chief, Global Customer Service & Experience
WebBeds
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Descrizione del lavoro
WebBeds seeks a Vice President, Global Head of Customer Service to lead Level 1, 2 and Operational Account Management teams across the customer journey. You will shape a global-local operating model that balances global synergies with local needs, translating priorities into a clear CS strategy and roadmap.
You will build high-performing teams, leverage data, omni-channel capabilities, technology, AI and automation to improve quality, efficiency and scalability, and partner with senior leaders
Competenze
- Proven senior leadership in operations, customer service, or contact centres within a complex, international org.
- Experience leading transformation and change across operational and strategic environments.
- Strong ability to use data and analytics to improve outcomes and guide priorities.
- Ability to align people, technology and resources to strategic and budget targets.
- Excellent cross-cultural communication and stakeholder management across a global matrix.
Mansioni
- Lead global Customer Service across Level 1, Level 2 and Operational Account Management teams.
- Define and drive the customer service strategy and roadmap.
- Improve service quality, efficiency and scalability using technology, AI and automation.
- Monitor KPIs and budgets; balance cost, quality and customer outcomes.
- Collaborate with Commercial, Finance, Technology and Talent to shape the operating model.
Conoscenze
Descrizione del lavoro
WebBeds seeks a Vice President, Global Head of Customer Service to lead Level 1, 2 and Operational Account Management teams across the customer journey. You will shape a global-local operating model that balances global synergies with local needs, translating priorities into a clear CS strategy and roadmap.
You will build high-performing teams, leverage data, omni-channel capabilities, technology, AI and automation to improve quality, efficiency and scalability, and partner with senior leaders
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