Director / Assistant Director / Senior Manager, Customer Service Operations
Core
Lead Customer Service Operations division to ensure operational excellence, seamless service delivery, and continuous improvement across all customer touchpoints.
Role type
Senior Manager / Director of Customer Service Operations
Builds
Customer service frameworks, standards, and procedures for a retail/home appliance group
Domain
Retail / Home Appliances / Consumer Electronics
Deliverable
dashboards & analysis
Required skills
Team leadership, operational management, KPI monitoring, process improvement, data analysis, regulatory compliance, technology adoption
Preferred skills
Experience in retail or e-commerce, proficiency in customer support tools
Responsibilities
Oversee daily operations of customer service teams, lead resolution of high-impact escalations, develop and implement customer service frameworks, set and monitor KPIs, produce reports on customer trends and service metrics, ensure compliance with regulations and SOPs
Seniority
Senior Manager / Director level
