Head of Operations

3 weeks ago

Wales, United Kingdom Kasha Full time

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.


Mission and Vision

Our mission is 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.

Join us in our mission to break payment barriers and achieve global success.

About the Role:

We are seeking a dynamic and results-driven Head of Operations with a strong background in managing technical support teams, customer service operations, and AI bot agent implementation. This leadership role will be pivotal in enhancing our customer support capabilities by leveraging technology, streamlining operations, and driving innovation in customer engagement.

Key Responsibilities:


Operational Leadership:

  • Develop and execute operational strategies to enhance service delivery, productivity, and customer satisfaction.
  • Lead and manage support teams, including technical support, customer service, and AI-driven solutions.
  • Establish and monitor key performance indicators (KPIs) for operational excellence.
  • Drive operational improvements through process optimization, automation, and AI integration.

AI Bot Agent Implementation:

  • Oversee the design, development, and deployment of AI-powered chatbots and virtual assistants.
  • Collaborate with IT, product teams, and vendors to ensure seamless implementation of AI solutions.
  • Ensure AI bots are continuously optimized through data analysis and machine learning feedback loops.
  • Maintain compliance with data privacy and security standards related to AI deployment.

Team Leadership & Development:

  • Build, mentor, and inspire a high-performing operational team.
  • Promote a culture of continuous learning, innovation, and operational excellence.
  • Conduct regular performance reviews and development plans for team members.

Stakeholder Collaboration:

  • Work closely with senior leadership to align operational goals with business objectives.
  • Partner with product, IT, and customer success teams to enhance the customer experience.
  • Act as the primary point of contact for strategic partnerships and third-party vendors.

Financial & Resource Management:

  • Manage operational budgets, ensuring cost-efficiency and resource optimization.
  • Drive profitability through operational efficiencies and service-level improvements.
  • Evaluate and negotiate contracts with 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:

  • Competitive salary and commission structure
  • Paid time off and holidays
  • Professional development opportunities
  • Flexible working arrangements, including remote work options


Application Process:

Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience

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