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CUSTOMER OPERATIONS DIRECTOR

XTN-0350401

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Make your next big career move by applying as KMC Solutions' next CUSTOMER OPERATIONS DIRECTOR

The Enseo Customer Operations Director oversees and manages customer-facing operations to ensure efficient processes, high customer satisfaction, and operational excellence. This role ensures the delivery of high-quality service to customers, effective management of support staff, and alignment of operational performance with company standards. The Customer Operations Director provides leadership, operational oversight, and process improvements to achieve service excellence and customer satisfaction.

On top of your salary, here are the exciting benefits you can look forward to:

  • Health Insurance/HMO 
  • Enjoy unlimited MadMax Coffee
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

The main responsibilities of a CUSTOMER OPERATIONS DIRECTOR include:

Team Management and Development:

  • Lead, mentor, and motivate a team involved in customer-facing roles and back-end support to ensure high performance, productivity, and customer satisfaction.
  • Provide leadership, direction, and support to ensure consistent team performance and professional development.
  • Provide ongoing training and development opportunities for support team members to enhance their skills and knowledge, ensuring that they are equipped to handle a variety of customer inquiries and technical issues.
  • Establish clear goals and expectations for the team. 
  • Ensure that the team is equipped with the necessary tools and resources to succeed.

 

Strategic Planning and Implementation:

  • Develop and implement strategic plans to enhance the overall customer experience, including streamlining support processes, optimizing response times, and improving customer satisfaction metrics.
  • Identify areas for improvement and implement solutions to optimize workflow and service delivery.
  • Implement technologies and tools to enhance the customer experience.
  • Manage customer journey maps to understand the customer experience from start to finish.
  • Collaborate with the Customer Success Team on Customer Lifecycle Management (CLM) processes and playbooks:
    • Awareness: Potential customers become aware of the product or service.
    • Engagement: Customers show interest and seek information.
    • Conversion: Customers make a purchase.
    • Retention: Customers continue to engage with the brand.
    • Advocacy: Customers become loyal advocates and recommend the product or service

Customer Experience Optimization & Performance Monitoring:

  • Understand customer needs, wants, and expectations.
  • Analyze customer feedback and identify areas for improvement.
  • Develop and implement strategies to increase Customer Satisfaction and Loyalty.
  • Monitor key performance indicators (KPIs) and metrics to evaluate the performance of the support team, ensure contracted SLAs are achieved, identify areas for improvement, and implement corrective actions as needed.

Documentation and Reporting:

  • Maintain accurate records of customer interactions, feedback, and support issues, and generate regular reports to track trends, identify patterns, and make data-driven decisions to improve the support process.
  • Ensure data hygiene and accuracy. Use data to make informed decisions about customer operations.

Process Improvement:

  • Continuously evaluate and optimize support processes and procedures to streamline operations, improve efficiency, and enhance the customer experience.
  • Implement tools and technologies to automate repetitive tasks and improve productivity.
  • Identify and eliminate bottlenecks in customer processes.
  • Implement automation to streamline workflows and improve efficiency.

Cross-Functional Collaboration:

  • Partner with U.S. support leadership and cross-functional teams to align local operations with company objectives.
  • Collaborate with other departments such as product development, sales, and customer success to communicate customer feedback, identify product issues, and drive resolution of customer issues.

Resource Allocation:

  • Manage resources effectively to ensure adequate coverage and support levels. Allocate staffing resources based on workload and priorities to meet customer needs.

Budget Management:

  • Develop and manage the customer operations budget in the Philippines, including forecasting expenses, allocating resources effectively, and identifying opportunities for cost optimization without compromising service quality.
  • Monitor and track expenses to ensure that the budget is being adhered to. 

Technical Expertise & Issue Resolution:

  • Stay updated on product features, technical specifications, and troubleshooting techniques to provide guidance and support to the technical support team. Act as a resource for complex technical issues and escalations.
  • Oversee the resolution of customer inquiries, concerns, and escalations in a timely and efficient manner, ensuring that all issues are addressed to the satisfaction of the customer.

To apply, you must be an expert on the following requirements:

  • A bachelor’s degree in business administration or computer science and/or related field.
  • Preferably a master’s degree in business administration or Customer Experience Management.
  • Minimum of 5 years of customer support experience, including at least 2 years in a supervisory or management role.
  • Experience managing customer support teams
  • Demonstrated ability to lead, coach, and develop teams in a high-volume, fast-paced environment.
  • Strong analytical and problem-solving skills; ability to leverage data in decision-making.
  • Proficiency with customer support systems such as Zendesk and NetSuite.
  • Experience in related fields like business operations, IT, or project management can also be beneficial. 
  • Ability to handle urgent situations professionally and in a timely manner.
  • A positive attitude, considerate of others, genuinely interested in other people, patient & emphatic, uses positive language and humility.
  • Excellent English communication skills (Listening, Reading, Writing and Speaking)
  • Strong attention to detail & documentation skills.
  • Alignment with our company's values.
  • Willing to work onsite and remote on Graveyard shifts (Philippines Nighttime / U.S. Daytime).

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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