Associate Director - Operations (KUL based only)
Core
Lead the creation of a brand-new operations team to provide in-person, real-time customer support and escalation handling for travel customers.
Role type
Senior leadership (Associate Director) building a new customer operations function
Builds
A new regional customer support and escalation team from the ground up
Domain
Travel industry, Customer Experience, Operations
Required skills
Team building and scaling, Strategic planning, Data-driven decision making, Cross-functional collaboration, Change management, Stakeholder communication
Preferred skills
Travel operations experience, Agile methodologies, CRM/Workforce management tools, Predictive analytics
Technologies
CRM, Workforce management tools, Data visualization tools
Responsibilities
Design the operating model and structure for a new team, Lead timely intervention on high-priority customer cases, Partner with business teams to implement lasting process improvements, Guide people through organizational change, Present progress and insights to senior leadership
Seniority
Senior, hands-on IC leader building a new function