Head of Operational Excellence

Head of Operational Excellence

• Develop and implement the quality and learning management systems for our customer experience department to provide consistent and excellent levels of support to our partners.
• Maintain and develop internal support and contact center quality standards
• Set the quality standards for all customer interactions and develop effective quality assurance & compliance processes
• Implement and deliver coaching and continuous improvement frameworks.
• Manage and update internal knowledge management systems in line with quality standards
• Develop effective onboarding and training content for new and existing CX Advisors
• Organising quality audits, identifying training needs, and analysing results to support the wider operation.
• Creating analytical reports, linking to quality performance and key KPIs to define and implement relevant action plans.
• Ensure all CX team members are aware and trained on all new product launches, business campaigns, and process updates
• Streamline business processes to enhance efficiency
• Work with Customer Experience leadership to develop, execute, optimize and assess CX enablement program
• Work closely with product, sales and product teams to develop content and training strategy for internal staff
• Capture ideas on how to improve our processes, products, and services based on customer feedback.
• In-depth analysis of customer trends, behavior, issues, and presenting findings in a timely manner to all key internal partners.
  

Desired Skills:

• Customer-focused attitude
• Exceptional command of the English & Arabic languages
• Excellent verbal and written communication skills
• Demonstrated ability to problem-solve and deep-dive into complex challenges, leveraging data as a key parameter for decision-making
• Stellar project management and execution skills to navigate project milestones end to end
• Proven leadership, organizational and team management skills within the domain of customer operations/Technical support management
• Experience within a SaaS/Marketplace environment in preferred
• A good understanding of Service/Quality frameworks like COPC, Six Sigma or others.
• Experience of driving change initiatives in a service-based environment
• Ability to analyze data and understand root causes behind performance metrics
• Demonstrated ability to prioritize and manage a diverse workload of both short- and long-term goals and deliver results in a fast- environment
• Experience communicating and presenting to senior leaders
  

Behavioral Competencies

• A strong leader able to create strong working relationships with customers and internal stakeholders.
• Analytical and process-oriented mindset
• Passionate about organizational and customer success
• Able to adapt and succeed in a changing environment
• A team player who enjoys collaborating with other functions to deliver the best results for the company and the customer