Description

You will own the strategy, design, and transformation of Customer Care across all channels, leveraging AI and automation to improve customer experience, quality, and efficiency. You will define the future-state service model and partner with Operations Product to deliver systemic improvements.

Requirements

• 8-10 years in customer operations with 5+ years in senior leadership for large global teams in SaaS or Fintech
• Proven track record in leading AI transformation and digitalization projects
• Deep expertise in contact center technologies (CRM, omnichannel, AI solutions)
• Strong analytical skills with ability to leverage data for decisions
• Exceptional communication and stakeholder management skills at executive level

Responsibilities

• Define vision and strategy for Customer Care aligned with company goals
• Spearhead implementation of AI, omnichannel platforms, and self-service chatbots
• Act as Voice of the Customer across company, driving product improvements
• Design specialized service models and revenue-generating proactive services
• Lead inquiry reduction, productivity improvement, and cross-functional programs