Deskripsi Pekerjaan
Are you a visionary leader with a passion for excellence in customer experience? Asurion is seeking a highly strategic Senior Director, Customer Solutions Operations to join our leadership team in Laguna. In this pivotal role, you will be the architect of our service delivery performance, responsible for driving operational excellence, scalability, and innovation across our complex customer solutions ecosystem.
You will lead cross-functional teams to redefine how we support our customers, leveraging data-driven insights to optimize processes, improve CSAT scores, and enhance overall operational efficiency. The ideal candidate is a transformation leader who thrives in high-growth environments, possesses deep empathy for the customer journey, and has a proven track record of managing large-scale global operations. If you are ready to shape the future of tech protection and support, we want to hear from you.
Tanggung Jawab
- Develop and execute comprehensive operational strategies to optimize customer service delivery and performance metrics.
- Lead and mentor large-scale teams, fostering a culture of high performance, inclusivity, and continuous improvement.
- Analyze key performance indicators (KPIs) to identify trends, mitigate risks, and uncover opportunities for operational efficiency.
- Collaborate with global stakeholders to ensure service delivery models are aligned with company growth and strategic objectives.
- Drive digital transformation initiatives within the customer solutions space to enhance the end-to-end customer experience.
- Manage departmental budgets, resource allocation, and capacity planning to ensure scalable and cost-effective operations.
- Champion customer-centric culture by implementing feedback loops that influence product and service development.
Kualifikasi
- Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA preferred.
- 10+ years of senior leadership experience in customer service operations, contact center management, or business process outsourcing (BPO).
- Demonstrated success in leading large, diverse teams in a high-pressure, fast-paced environment.
- Advanced analytical skills with proficiency in data visualization and performance management tools.
- Strong stakeholder management skills with the ability to influence executive-level decisions.
- Deep understanding of modern customer support technologies, including AI, automation, and omnichannel support platforms.
- Excellent communication skills with fluency in both written and spoken English.