WONDERWALL HOLDING
Director Customer Operations
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Customer Operations Director
We are seeking an experienced Customer Operations Director to lead and optimize our customer operations function. This role will be responsible for improving customer experience, operational efficiency, service quality, and retention while building scalable processes and high-performing teams.
Key Responsibilities
- Develop and execute customer operations strategies aligned with company objectives.
- Lead and manage customer operations, customer service, and support teams.
- Optimize customer journeys, workflows, and operational processes to improve efficiency and satisfaction.
- Establish and monitor key performance indicators (KPIs) related to customer experience, retention, service quality, and operational performance.
- Analyze customer feedback and operational data to identify trends, issues, and opportunities for improvement.
- Drive initiatives to improve customer satisfaction, engagement, retention, and loyalty.
- Develop and implement standardized customer service policies, procedures, and quality standards.
- Collaborate with Sales, Marketing, Product, Finance, and other departments to ensure a seamless customer experience.
- Identify opportunities to automate and improve customer operations through technology, systems, and data.
- Manage operational budgets, resources, and performance targets.
- Develop team capabilities through coaching, performance management, and leadership development.
- Prepare regular operational reports and performance updates for senior management.
- Ensure customer operations comply with relevant company policies, regulatory requirements, and industry standards.
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Requirements
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- Bachelor’s degree in Business Administration, Operations Management, Marketing, or a related field.
- 20 years of work experience
- Strong understanding of customer lifecycle management and operational processes.
- Proven experience leading and developing high-performing teams.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication, leadership, and stakeholder management abilities.
- Experience with CRM, customer service platforms, and operational analytics tools.
- Strong understanding of KPIs, performance management, and process optimization.
- Ability to work strategically while maintaining strong operational execution.
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