Visionary Leader
beBeeCustomerExperience - Miguel Hidalgo, Ciudad de México
Apply NowDescripción del trabajo
Senior Business Operations Manager The ideal candidate is a strategic and analytical leader who will drive business growth and improvement. You will be responsible for overseeing the day-to-day business operations, ensuring operational compliance, and addressing administrative issues. The Senior Business Operations Manager will lead and engage the organization to improve customer understanding and ensure that business decisions are made with customer needs in mind. They will execute specific strategies to unify and ensure a system of shared values and behaviors around delivering a great customer experience. This individual will be responsible for Customer Service Delivery and Support Center, Supply Chain and Distribution, OS Delivery and Portfolio, and VoC strategies and programs. Responsible for: - Customer Service Delivery (including OP, CIP & OS), ensuring SLA and profitability of contracts. - Supply Chain and Distribution, ensuring MOH and level. - Portfolio readiness in the country (ideally, only RLA Portfolio). Leads, communicates strategic direction, and directs the activities of the CX Organization. Solves lasting customer problems, builds a long-term competitive advantage, retains loyal customers, and creates a strategy to increase profit from customers. Provides a thorough customer perspective in executive decisions and increases the lifetime value and profitability of customers. Provides analysis of data from different sources (voice of the customer, focus groups, field input, customer complaints, service experience -- call, email, chat, first-hand experience) to develop a comprehensive data-based view of the end-to-end customer experience and pain points for decision-making at the Executive level. Leads, motivates, and coaches the CX team, while maintaining a positive attitude and setting an example of an aggressive pace in goal achievement. Supports definitions and communicates CX-related policies, procedures, and expectations. Consults regularly with functional leadership to understand and analyze the company's issues and needs to recommend actions that deliver CX results as required. Partners with field sales leadership to identify opportunities for improvement and implement plans. Oversees and prioritizes key investments in enabling technologies. Manages the timely completion of programs within budget.
Creado: Jue, 01 de Ene de 1970