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Head Of Operations & Strategy

Company

VIDA Digital Identity
Address Jakarta, Indonesia
Employment type FULL_TIME
Salary
Category Jasa TI dan Konsultan TI
Expires 2023-07-22
Posted at 10 months ago
Job Description
Customer Support Management:


  • Oversee customer support teams, including hiring, training, performance management, and resource allocation.
  • Monitor customer support metrics, such as response times, customer satisfaction scores, and issue resolution rates.
  • Develop and implement customer support strategies, policies, and procedures to ensure high-quality service delivery, as part of company wide Customer Success strategy.
  • Identify areas for improvement in customer support processes and implement initiatives to enhance customer experience / customer success initiatives.


Customer Operations Management:


  • Monitor and analyze operational performance metrics related to customer operations, identifying areas for improvement and implementing solutions.
  • Streamline processes to enhance operational efficiency and reduce costs while maintaining high levels of customer satisfaction.
  • Develop and execute strategies to optimize customer operations, including Reconciliation & Dispute Management, Customer Success, Data Processing, and Registration Authority.


Business Process Improvement (BPI):


  • Develop and implement process redesign strategies, leveraging best practices and innovative solutions.
  • Collaborate with stakeholders to ensure successful implementation and adoption of process improvements.
  • Analyze existing processes, workflows, and systems to identify bottlenecks and areas of inefficiency.
  • Lead BPI initiatives to identify and implement process improvements across customer support, customer success and operations functions.


Strategic Planning:


  • Collaborate with senior executives to develop strategic goals and objectives for customer support, customer success, customer operations, and BPI.
  • Monitor progress towards strategic goals, evaluate results, and make necessary adjustments.
  • Develop strategic initiatives and action plans to enhance customer satisfaction, operational efficiency, and business performance.


Cross-Functional Collaboration:


  • Foster collaboration and communication among cross-functional teams to ensure the effective execution of initiatives.
  • Coordinate and lead cross-functional projects, ensuring successful implementation and integration.
  • Work closely with other department heads, such as Product, Sales, Marketing, IT Infra, Engineering, etc, to align strategies and goals.


Performance Monitoring and Reporting:


  • Monitor and analyze OKRs, providing regular reports and insights to senior management.
  • Identify trends, issues, and opportunities, and make data-driven recommendations for improvement.
  • Establish OKR for customer support, customer operations, and BPI initiatives.


Leadership and Team Development:


  • Provide strong leadership, guidance, and support to the customer support and operations teams.
  • Foster a customer-centric culture and mindset within the organization.


Requirements:


  • Strong analytical and problem-solving skills.
  • Proven experience in operations management, strategic planning, and leadership roles.
  • Demonstrated ability to lead and motivate cross-functional teams.
  • Familiarity with customer support software and tools.
  • Bachelor's degree in business administration, operations management, or a related field (Master's degree preferred).
  • Experience in the technology or SaaS industry is a plus.
  • 5+ years of experience in customer support or customer operation, or a related field.
  • Excellent strategic thinking and decision-making abilities.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Develop and mentor team members, identifying and addressing skill gaps through training and development programs.
  • Exceptional communication and interpersonal skills.