Head of Customer Experience

Onepilot; Singapore; Hybrid; SGD 131,000 - 189,000; Full time

Benefits offered by this job

MacBook pro

Offsites annuels

Événements d'équipe

Job summary

Onepilot recherche un Head of Customer Experience pour diriger l'organisation CX et façonner l'avenir du support client externalisé. Vous dirigerez une équipe de 4 Customer Experience Managers et assurerez l'excellence opérationnelle sur l'ensemble du portefeuille client, de l’onboarding au succès durable.

Vous serez au croisement des équipes Opérations, Ventes, Produit et IA, et vous travaillerez sur l'amélioration continue des processus, le développement de votre équipe et l'augmentation de la

Qualifications

• 7+ ans d'expérience dans le Customer Care, les opérations client ou l'expérience client.
• Gestion d'opérations client à échelle élevée exigée.
• Capacité à diriger et développer des équipes performantes.
• Solides compétences en gestion de projets et organisation.
• Penser analytique et approche data-driven exigées.
• Maîtrise du français et de l'anglais; une 3e langue est un plus.

Responsibilities

• Diriger, coacher et développer l'équipe de Customer Experience.
• Assurer l'excellence opérationnelle et les performances du portefeuille client.
• Construire et entretenir des relations clients stratégiques et durables.
• Collaborer avec les équipes Sales, Produit et IA pour optimiser les livrables.
• Mettre en place des processus évolutifs et des dashboards pour mesurer le succès.

Skills

Leadership

Project management

Stakeholder mgmt

Analytical mindset

Trilingual FR/EN

Tools

AI-powered CX tools

Job description

Head of Customer Experience## À proposOnepilot est la solution qui réinvente le service client externalisé en proposant à ses +250 clients des agents dédiés natifs basés en Europe et au Royaume-Uni. Grâce à sa technologie propriétaire, la compagnie simplifie le quotidien de ses agents, promettant ainsi un service client personnalisé, adapté et surtout qualitatif.Avec des bureaux situés à Paris et Londres, Onepilot a pour ambition d’élargir son activité en France, en Europe mais aussi au-delà des frontières européennes. Pour cela, l’entreprise met tout en œuvre pour fortifier sa technologie pour toujours s’adapter aux besoins de ses clients et de ses agents.Cette aventure, lancée en 2021, ne serait pas possible sans tous les efforts de ses pilots, c’est pourquoi Onepilot offre aussi de nombreuses opportunités et perspectives d’évolution : de l’account management aux sales en passant par le produit ou la tech, vous progresserez dans un environnement stimulant et valorisant.En chiffre Onepilot c’est : +30m de revenus annuels +5.000.000 tickets déjà répondus +17,5m€ levés auprès d'investisseurs reconnus +100 employés +2000 agents## Descriptif du posteAs part of our growth, we are looking for our next **Head of Customer Experience** to lead our Customer Experience organization and shape the future of customer support delivery at Onepilot.Reporting directly to Lucas, COO, you will lead a team of Customer Experience Managers (4 people) and play a key role in ensuring operational excellence across our customer portfolio.You will sit at the crossroads of Operations, Sales, Product and AI, ensuring every customer receives an outstanding experience from onboarding to long-term success.Beyond day-to-day operations, you will continuously improve our processes, develop your team, and help scale our Customer Experience organization as Onepilot continues to grow.Your missions :### **1. Lead the Customer Experience organization*** Lead, coach and develop a team of Onboarding & Quality Managers.* Set ambitious objectives and support your team in achieving operational excellence.* Build a high-performance culture based on ownership, accountability and continuous improvement.* Recruit, onboard and develop future team members as the organization scales.* Drive regular performance reviews and career development conversations.### **2. Deliver Operational Excellence*** Own the operational performance of our customer portfolio.* Monitor key operational metrics including SLA, CSAT, Quality, Productivity and Resolution Time.* Identify risks before they impact customers and implement corrective action plans.* Continuously improve internal processes, playbooks and operational standards.* Ensure a consistent and scalable delivery model across all customer accounts.### **3. Build Outstanding Customer Relationships*** Act as an executive sponsor for strategic customers.* Support your team during business reviews and sensitive customer situations.* Ensure smooth customer onboarding and successful launches.* Develop long-term partnerships built on trust and operational excellence.* Represent the voice of the customer internally.### **4. Drive Cross-functional Collaboration*** Partner closely with Sales to ensure seamless customer handovers.* Collaborate with Product and AI teams to translate customer feedback into product improvements.* Work alongside the Ops Team to continuously improve delivery performance.* Contribute to strategic decisions regarding Onepilot's Customer Experience organization.### **5. Scale the Customer Experience Function*** Define and implement scalable processes that support our rapid growth.* Identify opportunities to automate and optimize customer operations.* Build reporting frameworks and dashboards to measure success.* Continuously raise the quality bar across every customer interaction.* Contribute to the evolution of Onepilot's Customer Experience strategy.## Profil recherché* 7+ years of experience in Customer Care, Customer Operations or Customer Experience.* Significant experience managing customer support operations at scale.* Proven experience leading and developing high-performing teams.* Strong project management and organizational skills.* Excellent analytical mindset with a data-driven approach to decision-making.* Comfortable working in a fast-paced startup or scale-up environment.* Strong stakeholder management and communication skills.* Hands-on leader who enjoys solving operational challenges.* Fluent in French and English. A third language is a plus.### **Nice to have*** Experience in BPO, outsourcing or customer support services.* Experience working with AI-powered customer support tools.* Experience managing Enterprise customers.### What we offer* A key leadership role with a direct impact on Onepilot's growth.* Competitive salary.* Flexible hybrid remote policy.* HR Reviews twice a year to support your professional development.* MacBook, annual offsites, team events and much more.## Process de recrutement Introductory call with our HR Team (30 min) Interview with Lucas, our COO, including a live business case (1h) Final interview with key stakeholders (1h)Join Onepilot and help us build the next generation of customer support outsourcing by combining operational excellence, AI and exceptional customer experience.Onepilot is an equal opportunity employer and values diversity in the workplace.