This role involves redesigning the customer journey from the ground up by blending human-centered service with AI-driven innovation
Job Summary
This role involves redesigning the customer journey from the ground up by blending human-centered service with AI-driven innovation.
The successful candidate will oversee global customer support operations, contact centers, and BPO partnerships to create a world-class omni-channel experience.
Key objectives include establishing differentiated experiences for Customers and Ambassadors while improving retention, loyalty, and satisfaction metrics through automation.
Matching Summary
This role involves redesigning the customer journey from the ground up by blending human-centered service with AI-driven innovation.
Skills & Requirements
Must-have
Global customer support operations management
AI-enabled customer service innovation
Omni-channel support ecosystem design
BPO partnership management
Customer journey optimization strategy
Voice-of-customer strategy implementation
Nice-to-have
Transformational leadership capabilities
Human-centered service design expertise
Scalable systems architecture knowledge
Executive stakeholder engagement skills
Proactive service model development
Key Requirements
VP-level strategic leadership experience
Experience managing global contact center operations
Track record in AI implementation for customer service