Head of Customer Operations | 12 Month Contract
Core
Own the strategy, performance, and continuous improvement of the customer operations function, leading Customer Service, Delivery, and Escalations teams to deliver an exceptional customer experience at scale.
Role type
Head of Customer Operations (Leadership)
Builds
Customer experience strategy, high-performing teams, and seamless end-to-end customer processes
Domain
Automotive (Pre-owned car dealership)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Customer operations leadership, team leadership, cross-functional collaboration, operational process improvement, data-driven decision making, stakeholder management
Responsibilities
Own and evolve customer experience strategy; Lead Customer Service, Delivery, and Escalations teams; Partner with Sales, Buying, and Production teams; Mentor leaders and team members; Own operational reporting and customer experience metrics
