Customer Experience Operations Director
1 month ago
Synchro is seeking a seasoned leader to champion the delivery of exceptional service to customers worldwide.
This pivotal leadership role involves guiding a talented team, including an offshore partner, to ensure seamless customer interactions. The successful candidate will inspire, mentor, and elevate the team to drive exceptional customer outcomes.
The role offers a unique opportunity to lead transformative changes, shaping customer touchpoints that reflect Synchro's commitment to excellence. Key responsibilities include:
- Developing a high-performing team of managers and customer support professionals
- Creating a clear customer experience strategy aligned with company goals
- Overseeing customer support services, ensuring KPIs and targets are met
- Managing relationships with an offshore support partner for high-quality performance
- Improving processes and ways of working to enhance service delivery
- Acting as the final escalation point for unresolved customer issues and complaints
- Collaborating across teams to deliver a seamless customer journey
- Providing data insights and reporting to inform business decisions
- Managing departmental resources for efficient and effective support
To be successful, you'll need a proven track record in managing customer support teams, preferably within technology or engineering sectors, and experience overseeing offshore providers. Strong leadership skills, strategic thinking, and a customer-first mindset are essential. A history of mentoring managers and achieving results is also valuable.
The ideal candidate will have exceptional communication and stakeholder management skills, with a focus on continuous improvement. Adaptability, resilience, analytical thinking, and a drive to get the best out of teams are key qualities.
Salary: £73,500 per annum. Based in Reading (Hybrid). We're looking for someone to make a real impact at Synchro.
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