Global Head of Customer Service — VP, CX Transformation

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,500,000 - 2,500,000; Full time

Job summary

WebBeds seeks a Vice President, Global Head of Customer Service to lead Level 1, 2 and Operational Account Management teams across geographies, ensuring accurate, efficient handling of inquiries while boosting customer satisfaction and performance.

You will partner with the COO to shape a global-local operating model, drive a customer-centric strategy, and leverage data, omni-channel capabilities, technology, AI and automation to enhance quality, efficiency and scalability.

Qualifications

• Senior leadership experience in operations, customer service and/or contact centres within an international organisation.
• Proven transformation and change management in both operational and strategic settings.
• Deep understanding of processes and digital tools that enhance customer experience and automate work.

Responsibilities

• Lead global Customer Service including Level 1, Level 2 and Operational Account Management teams.
• Ensure service requests are resolved accurately, efficiently and within KPIs.
• Shape operating model, location strategy, governance and data capabilities.
• Define benchmarks, KPIs and drive improvements with accountability.
• Use data analytics to identify root causes and drive improvements.
• Improve service through technology, AI and automation across channels.
• Translate priorities into a Customer Service strategy and executable roadmap.
• Turn customer feedback into product and service enhancements.
• Manage annual budgets and ensure alignment with business priorities.
• Promote inclusive leadership and a culture of continuous improvement.
• Handle broader Scope as services evolve with Global Ops.

Skills

Senior leadership

Transformation leadership

Operations management

Customer service excellence

Data analytics

Budget planning

Stakeholder management

Governance experience

Risk management

Cross-cultural comms

Job description

WebBeds seeks a Vice President, Global Head of Customer Service to lead Level 1, 2 and Operational Account Management teams across geographies, ensuring accurate, efficient handling of inquiries while boosting customer satisfaction and performance.

You will partner with the COO to shape a global-local operating model, drive a customer-centric strategy, and leverage data, omni-channel capabilities, technology, AI and automation to enhance quality, efficiency and scalability.