Service Operations Director

1 week ago

Sydney, New South Wales, Australia beBeeCustomerCentric Full time $180,000 - $250,000
Job Title:

Service Operations Director

Job Description:

The role of Service Operations Director is to lead the development and implementation of plans aligned with the functional strategy.

This includes aligning strategic direction for areas of expertise with the functional strategy and leading customer experience improvement initiatives within collaboration with cross-functional teams.

Key Responsibilities:
  • Ensure Delivery Excellence: Oversee delivery of exceptional customer experiences across all touch points.
  • Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
  • Utilize customer insights and data analysis to inform business decisions and drive customer-centric initiatives.
  • Lead and manage the Service Experience Centre team, providing guidance, coaching, and development opportunities.
  • Design, implement, and optimize processes to ensure seamless customer experiences across all touch points.
  • Evaluate, recommend, and implement technologies and tools to enhance customer experience, such as customer feedback platforms, and analytics tools.
  • Develop and track Customer experience indicators (CEI) to measure customer satisfaction, loyalty, and retention, and analyze data to identify trends, opportunities, and areas for improvement.
  • Develop and maintain a deep understanding of customer needs, preferences, and behaviors.
Requirements:
  • Experience leading and managing teams internally and externally.
  • Excellent analytical skills and attention to detail.
  • Proven leadership qualities with a collaborative engagement style.
  • Ability to adapt quickly, be a self-starter, work effectively with multiple groups, and follow issues through to resolution.
  • Excellent communication skills.
  • Strong interpersonal skills and an ability to easily develop new relationships with both suppliers and colleagues.
  • Ability to influence and build trust with senior leaders.
  • Ability to build high-performing teams, maintaining shape and effectiveness through change.

Why Join Us: As a Service Operations Director, you will have the opportunity to make a significant impact on our organization's success. You will be part of a dynamic team that is passionate about delivering exceptional customer experiences. We offer a competitive compensation package, opportunities for professional growth and development, and a collaborative work environment.

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