Head of Service Delivery

4 weeks ago


Cardiff, Cardiff, United Kingdom Kasha Full time
Simplify Global Transactions
Kasha.io is a pioneering global payment solution provider based in the Abu Dhabi Global Market (ADGM). Our cutting-edge platform enables businesses to effortlessly connect with customers worldwide, facilitating seamless transactions across local currencies and preferred payment methods.
Company Overview

We strive to eliminate payment barriers and foster growth for businesses by simplifying global transactions. With our expertise, businesses can effortlessly reach a global audience, bridging geographical gaps.

About the Position:

A motivated individual with exceptional leadership skills is required to spearhead the Head of Operations role at Kasha.io. The ideal candidate should have a proven track record of successfully managing technical support teams, customer service operations, and AI bot agent implementation.

Responsibilities:

  1. Develop strategic operational plans to drive service delivery, productivity, and customer satisfaction.
  2. Lead support teams: Technical support, customer service, and AI-driven solutions.
  3. Establish and monitor key performance indicators: Operational excellence.
  4. Implement process improvements: Automation, AI integration, and cost-efficiency.
  1. AI Bot Agent Implementation: Design, development, and deployment of AI-powered chatbots and virtual assistants.
  2. Collaborate with IT and product teams: Seamless AI solution implementation.
  3. Optimize AI bots: Data analysis and machine learning feedback loops.
  4. Maintain data compliance: Data privacy and security standards related to AI deployment.
  1. Team Leadership & Development: Foster a high-performing operational team.
  2. Promote a culture: Continuous learning, innovation, and operational excellence.
  3. Regular performance reviews: Development plans for team members.
  1. Stakeholder Collaboration: Align operational goals with business objectives.
  2. Partner with product and IT teams: Enhance customer experience.
  3. Primary point of contact: Strategic partnerships and third-party vendors.
  1. Financial & Resource Management: Manage operational budgets, ensuring cost-efficiency and resource optimization.
  2. Drive profitability: Operational efficiencies and service-level improvements.
  3. Evaluate and negotiate contracts: Vendors and service providers.

Requirements:

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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