Associate Director, Customer Experience Operations

The U.S. Pharmacopeia (USP); Singapore; On-site; USD 100,000 - 150,000; Full time

Job summary

A leading organization in public health seeks an Associate Director for Customer Experience Operations in Singapore. This strategic role involves optimizing customer engagement, enhancing service processes, and ensuring effective collaboration across global teams. The ideal candidate will leverage their expertise in customer experience and leadership to drive the mission of equitable access to safe medicines.

Benefits

Comprehensive healthcare

Retirement options

Paid time off

Qualifications

• 10+ years in customer experience or related fields with leadership experience.
• Experience managing global teams is preferred.
• Familiarity with CX tools is a plus.

Responsibilities

• Implement CX operational strategies aligned with global objectives.
• Support customer service teams to meet KPIs and handle escalations.
• Lead and mentor the CX team, conducting performance reviews.

Skills

Strategic Skills

Analytical Skills

Stakeholder Management

Proficiency in Salesforce

Education

Bachelor's degree

Master's degree

Tools

Salesforce

Job description

Associate Director, Customer Experience Operations

Description Brief: The Associate Director - Customer Experience (CX) Operations will oversee and support the strategy, execution, and continuous improvement of customer service, VOC, and Salesforce support functions for the India site. This role collaborates closely with the Sr. Director of Customer Experience in the US and the US-based CX leadership team, ensuring alignment with global CX strategies. The role is responsible for establishing best-in-class CX processes, leading cross-functional projects, and ensuring high-quality customer engagement and satisfaction.

Impact at USP: Contribute to USP's public health mission by increasing equitable access to high-quality, safe medicine and improving global health through public standards. The role also involves investing in the professional development of managers to foster inclusive and engaging work environments.

Responsibilities:

• CX Strategy and Execution: Implement CX operational strategies aligned with global objectives and enhance customer satisfaction and retention.
• Customer Service Management: Support customer service teams to meet KPIs, design processes for support and satisfaction, and handle escalations.
• Voice of Customer (VOC): Support VOC programs to gather and analyze customer feedback, translating insights into improvements.
• Salesforce Support and CX Technology: Oversee Salesforce support, collaborate on platform enhancements, and identify automation opportunities.
• Cross-Functional Collaboration: Act as liaison between India CX operations and global teams, fostering stakeholder relationships and promoting a customer-centric culture.
• Performance Monitoring: Track KPIs, report on performance metrics, and provide data-driven insights to leadership.
• Team Development: Lead and mentor the CX team, conducting performance reviews and supporting professional growth.

Candidate Profile: The ideal candidate will have a deep understanding of our mission, demonstrate inclusive and equitable practices, and possess the ability to build credibility with stakeholders. Requirements include a Bachelor's degree (Master's preferred), 10+ years in CX or related fields with leadership experience, and proficiency in Salesforce and CX technologies. Strong strategic, analytical, and stakeholder management skills are essential.

Additional Preferences: Experience managing global teams and familiarity with CX tools are preferred.

Supervisory Responsibilities: Team Lead Customer Service, Senior Customer Experience Specialist, Customer Experience Specialist, Data Engineer-Salesforce.

Benefits include comprehensive healthcare, retirement options, and paid time off to support personal and financial well-being.