Customer Experience & Operations Leader

Responsibilities

• Oversee the day-to-day operations of the Program’s Customer Service team.
• Ensure staffing requirements are met through effective recruitment, workforce planning, and retention strategies.
• Manage capacity planning and scheduling to ensure optimal resource allocation and service coverage.
• Handle executive escalations and provide timely resolution for critical customer and stakeholder concerns.
• Develop and implement process workflows, SOPs, and policies to streamline operations and improve service quality.
• Collaborate with cross-functional teams (Operations, IT, Compliance, Logistics, etc.) to resolve systemic issues and improve customer experience.
• Design and execute training initiatives to refresh and upskill CS knowledge, product understanding, and soft skills.
• Define KPIs and develop balanced scorecards to measure individual, team, and departmental performance.
• Leverage CRM too...