Director - Customer Delight

Overview

We are seeking a visionary leader to oversee and elevate our Customer Experience (CX) function by creating an exceptional support organization that consistently delivers outstanding customer outcomes and operational excellence.

Role Responsibilities

• Craft and implement a comprehensive CX strategy aimed at improving customer satisfaction, enhancing service quality, and optimizing operational efficiency.
• Manage workforce planning and capacity to guarantee optimal staffing levels and ensure smooth service delivery.
• Develop and reinforce governance structures, operational policies, standard operating procedures (SOPs), and quality benchmarks.
• Lead and expand teams responsible for customer agents, workforce planning, governance and SOPs, and operational risk management.
• Collaborate closely with Product, Operations, Supply Chain, and Business teams to address intricate operational challenges and improve the customer journey.
• Drive strategic business decisions through engagement with senior leadership and by providing critical insights that foster cross-functional collaborations.

Required Qualifications

• Experience from premier consulting firms (e.g., McKinsey, BCG, Bain) or academic credentials from top-tier engineering institutes or business schools is highly favored.
• Proven ability to engage and communicate effectively with top-level executives, including CXO stakeholders.
• Minimum of five years in leadership roles specifically within CX strategy or operations.
• Deep knowledge of contact center management, workforce planning, quality assurance, governance, and operational excellence methodologies.