Deskripsi Pekerjaan
Join Asurion as the Director of Customer Solutions Operations and lead our mission to deliver exceptional customer experiences. In this strategic leadership role, you'll orchestrate end-to-end operations for our customer solutions teams, driving efficiency and innovation across service delivery. You'll cultivate robust partnerships with internal stakeholders, aligning operational strategies with business objectives to enhance customer satisfaction and retention. Your leadership will foster a culture of continuous improvement, empowering teams to exceed performance targets while championing sustainable work-life balance initiatives. This role requires a visionary leader who can transform operational challenges into growth opportunities while maintaining a supportive, high-performance environment.
Tanggung Jawab
- Oversee end-to-end customer operations lifecycle, ensuring seamless service delivery and SLA compliance
- Develop and implement strategic operational frameworks to optimize team productivity and customer experience
- Lead cross-functional initiatives with sales, product, and support teams to align operational goals
- Drive continuous improvement through data analysis, process optimization, and performance metrics
- Mentor and develop high-performing teams through talent management and leadership coaching
- Establish KPIs and reporting systems to track operational efficiency and customer satisfaction
- Promote organizational culture through work-life balance initiatives and employee engagement programs
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field (MBA preferred)
- 10+ years in customer operations with 5+ years in leadership roles
- Proven experience managing teams of 15+ professionals in high-volume service environments
- Expertise in CRM platforms (Salesforce, Zendesk) and operational analytics tools
- Strong strategic planning and project management skills with PMP certification
- Exceptional stakeholder management and cross-functional collaboration abilities
- Experience implementing process improvements reducing operational costs by 20%+