This senior leader will own the strategy, design, and transformation of Customer Care across all channels, with a specific mandate to leverage AI and automation to improve customer experience, quality, and efficiency.
This role defines the future-state service model, including how AI augments agents, powers self-service, and enables proactive support. It is a strategic partnership role that works with Operations & Product to deliver systemic improvements.
Key Responsibilities
Customer Care Strategy & Roadmap: Define the vision and strategy for Customer Care that is aligned with company goals and customer needs.
Partner with all functions across the Operations department to define the service strategy and track execution.
Technology and Innovation: Spearhead the implementation of cutting-edge technologies, including omnichannel platforms (CCaaS), LLM-powered self-service chatbots, and AI agent-assist tools.
Work with Product teams to build in-product support and self-service tools that reduce avoidable contacts.
Voice of the Customer (VoC) Advocacy: Act as the "Voice of the Customer" across the company.
Collaborate closely with Product, KYC, and GTM teams to share insights, drive product improvements, and create a seamless end-to-end customer journey.
Customer Experience (CX) Enhancement: Design and launch new, specialized service models, and identify opportunities to generate revenue through proactive, value-added services.
Inquiry Reduction & Process Improvement: Lead internal inquiry reduction and productivity improvement projects, along with cross-functional programs to tackle systemic drivers of contact and customer dissatisfaction.
Quality Framework & Strategy: Design and implement a global quality assurance framework to measure, analyze, and improve the performance of all customer interactions.
This role defines the future-state service model, including how AI augments agents, powers self-service, and enables proactive support. It is a strategic partnership role that works with Operations & Product to deliver systemic improvements.
Key Responsibilities
Customer Care Strategy & Roadmap: Define the vision and strategy for Customer Care that is aligned with company goals and customer needs.
Partner with all functions across the Operations department to define the service strategy and track execution.
Technology and Innovation: Spearhead the implementation of cutting-edge technologies, including omnichannel platforms (CCaaS), LLM-powered self-service chatbots, and AI agent-assist tools.
Work with Product teams to build in-product support and self-service tools that reduce avoidable contacts.
Voice of the Customer (VoC) Advocacy: Act as the "Voice of the Customer" across the company.
Collaborate closely with Product, KYC, and GTM teams to share insights, drive product improvements, and create a seamless end-to-end customer journey.
Customer Experience (CX) Enhancement: Design and launch new, specialized service models, and identify opportunities to generate revenue through proactive, value-added services.
Inquiry Reduction & Process Improvement: Lead internal inquiry reduction and productivity improvement projects, along with cross-functional programs to tackle systemic drivers of contact and customer dissatisfaction.
Quality Framework & Strategy: Design and implement a global quality assurance framework to measure, analyze, and improve the performance of all customer interactions.
Requirements:
8-10 years in customer operations, with at least 5 years in a senior leadership role managing strategy for large, globally distributed teams in a SaaS or Fintech company. Experience in the payments, digital services, or KYC domains is a plus.
A proven track record of successfully leading complex, cross-functional digitalization and AI transformation projects from strategy through execution, including change management.
Deep expertise in modern contact center technologies, including CRM systems, omnichannel platforms, and AI-powered solutions (e.g., chatbots, agent assistants).
Strong analytical and strategic thinking capabilities, with a clear ability to leverage data to drive decisions and outcomes.
Exceptional communication, influencing, and stakeholder management skills, with experience advising at the executive level and collaborating globally with teams such as Product/R&D, GTM, Risk, and Compliance.
A deep passion for customer experience, continuous improvement, and operational excellence, combined with the high level of professionalism, energy, and sense of urgency required to thrive in a fast-paced environment.
Excellent interpersonal, verbal, written, and presentation skills in English.
8-10 years in customer operations, with at least 5 years in a senior leadership role managing strategy for large, globally distributed teams in a SaaS or Fintech company. Experience in the payments, digital services, or KYC domains is a plus.
A proven track record of successfully leading complex, cross-functional digitalization and AI transformation projects from strategy through execution, including change management.
Deep expertise in modern contact center technologies, including CRM systems, omnichannel platforms, and AI-powered solutions (e.g., chatbots, agent assistants).
Strong analytical and strategic thinking capabilities, with a clear ability to leverage data to drive decisions and outcomes.
Exceptional communication, influencing, and stakeholder management skills, with experience advising at the executive level and collaborating globally with teams such as Product/R&D, GTM, Risk, and Compliance.
A deep passion for customer experience, continuous improvement, and operational excellence, combined with the high level of professionalism, energy, and sense of urgency required to thrive in a fast-paced environment.
Excellent interpersonal, verbal, written, and presentation skills in English.
This position is open to all candidates.
