Head of Customer Operations
Core
Lead post-purchase customer operations including Customer Service, Delivery, and Escalations for an online retailer.
Role type
Senior IC Head of Customer Operations
Builds
Post-purchase customer experience and operational efficiency
Domain
Retail / Customer Operations
Required skills
Senior leadership, team development, commercial acumen, data interpretation, process improvement, stakeholder management, KPI establishment
Preferred skills
Experience in contact centers, ability to balance customer outcomes with operational performance
Responsibilities
Lead and inspire teams across Customer Service, Delivery and Escalations; Own the strategy and performance of post-purchase operations; Drive customer satisfaction and operational efficiency; Establish KPIs and performance frameworks; Streamline processes and workflows; Coach and develop operational leaders; Partner with cross-functional stakeholders; Use data to guide decisions
Seniority
Senior, hands-on IC
