Operations Director

4 weeks ago


Cardiff, Cardiff, United Kingdom Kasha Full time
Unlock Global Potential
Kasha.io is a leading global payment solution provider, headquartered in the Abu Dhabi Global Market (ADGM). Our platform empowers businesses to seamlessly connect with customers worldwide, enabling them to accept payments in local currencies and through preferred payment methods.
Our Mission and Vision

We aim to simplify global transactions and help businesses break borders, fostering growth and expansion. We envision a world where payment barriers are eliminated, making it effortless for businesses to reach a global audience.

About the Role:

Ambitious professionals with strong leadership skills are sought after by Kasha.io to fill the position of Head of Operations. The ideal candidate should possess a proven track record of managing technical support teams, customer service operations, and AI bot agent implementation.

Key Responsibilities:

  • Develop and execute operational strategies to enhance service delivery, productivity, and customer satisfaction.
  • Lead and manage support teams: Technical support, customer service, and AI-driven solutions.
  • Establish and monitor KPIs: Operational excellence.
  • Drive operational improvements: Process optimization, automation, and AI integration.
  • AI Bot Agent Implementation: Design, development, and deployment of AI-powered chatbots and virtual assistants.
  • Collaborate with IT and product teams: Seamless implementation of AI solutions.
  • Ensure AI bots are optimized: Data analysis and machine learning feedback loops.
  • Maintain compliance: Data privacy and security standards related to AI deployment.
  • Team Leadership & Development: Build, mentor, and inspire a high-performing operational team.
  • Promote a culture: Continuous learning, innovation, and operational excellence.
  • Conduct regular performance reviews: Development plans for team members.
  • Stakeholder Collaboration: Align operational goals with business objectives.
  • Partner with product and IT teams: Enhance the customer experience.
  • Act as the primary point of contact: Strategic partnerships and third-party vendors.
  • Financial & Resource Management: Manage operational budgets, ensuring cost-efficiency and resource optimization.
  • Drive profitability: Operational efficiencies and service-level improvements.
  • Evaluate and negotiate contracts: Vendors and service providers.

Qualifications and Skills:

Experience:

  • Proven track record of managing technical support and customer service teams.
  • Extensive experience in AI bot agent implementation and customer support automation.
  • At least 5-7 years of experience in an operational leadership role in a tech-driven organization.

Technical Expertise:

  • Strong knowledge of AI technologies, chatbot platforms (e.g., Dialogflow, IBM Watson, Microsoft Bot Framework), and CRM systems.
  • Familiarity with IT service management frameworks (e.g., ITIL).
  • Experience in cloud-based solutions and customer experience platforms.

Leadership & Strategy:

  • Exceptional leadership and team-building skills.
  • Strong business acumen and operational strategy development experience.
  • Ability to manage large, distributed teams in a fast-paced environment.

Education & Certifications:

  • Bachelor's or Master's degree in Business Administration, Information Technology, or a related field.
  • Certifications in AI, IT Service Management, or Operations Management (preferred).

Benefits:

  • $120,000 - $180,000 per year salary.
  • Paid time off and holidays.
  • Professional development opportunities.
  • Flexible working arrangements, including remote work options.

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