Vp, Customer And Employee Experience
Purpose in Every Position
We are seeking a dynamic Vice President of Global Customer and Employee Experience to join our leadership team. This is a unique opportunity to collaborate with key global stakeholders and drive the vision and strategy for Operations at scale. In this role, you will oversee critical operational areas, including our global and regional support functions, with the goal of providing fast resolutions and improving CSAT. You will be tasked with evaluating and driving improvements to service delivery models, ensuring seamless execution in both
-
- day operations and transformational initiatives. The position requires leading a team of experts familiar with the local requirements in countries around the world, dedicated to servicing our global customer base.
What Makes You a Great Fit
- Collaborate with Customer Experience, Employee Experience, Payroll, Finance, and other internal teams to provide
- quality service support to both global teams and customers. - Develop and implement organizational strategies that drive operational excellence, ensuring both optimal cost efficiency and high customer satisfaction.
- Lead talent planning and development efforts, including hiring, coaching, and managing a
- performing team that aligns with company goals. - Champion the customer perspective, fostering a
- centric culture across operations to continually enhance the customer and supported employee experience. - Drive continuous improvement by working closely with functional leaders to streamline processes and improve organizational efficiencies.
- Oversee and achieve key performance indicators (KPIs) - Responsiveness, Resolution, Quality and Customer Satisfaction
Let’s Connect If You
- A proven track record in customer operations management with an understanding of market dynamics and operational strategy.
- 15+ years of business experience (international business preferred), including 10+ years within a customer services division of a tech company
- 10+ years of experience leading teams, developing people, and processes.
- Extensive experience leading shared services organizations, with a focus on both operational excellence and customer satisfaction.
- An ability to innovate and implement unique solutions that address complex operational challenges.
- A strong strategic, analytical, and
- driven mindset, with the ability to interpret data to drive business decisions. - A proven ability to lead, inspire, and collaborate effectively with both internal and external stakeholders.
- A bachelor's degree in a related field or equivalent work experience.
- Informações detalhadas sobre a oferta de emprego
Empresa: Confidential Localização: Lisboa
Lisboa, Lisboa, PortugalPublicado: 17. 7. 2025
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