In this role, you will be responsible for managing tactical and operational relationships with vendors, outsourcing partners, and internal stakeholders. You will lead operational governance, conduct business reviews, and handle escalations effectively. Your accountability will extend to service delivery across Customer Service, Consumer Support, Back Office, Business Support, and Outreach, driving performance against SLAs, CSAT, productivity, cost, and quality targets.

Responsibilities

• Own tactical and operational relationships with vendors and partners.
• Lead operational governance and business reviews.
• Ensure service delivery across various customer support functions.
• Drive performance metrics including SLAs and CSAT.
• Oversee operational campaign setup, rollout, optimization, and evaluation.
• Advocate for AI and automation initiatives to enhance efficiency and customer experience.
• Manage incidents, risks, compliance, and data quality issues.
• Support training, knowledge sharing, and best practices across teams.

Requirements

• Strong background in customer operations and channel management.
• Commercially aware and adaptable in a fast-paced environment.
• Proven track record in continuous improvement and operational excellence.
• AI-focused with a strong execution and service ownership mindset.
• Willingness to visit contact centers and partner locations to assess performance and identify improvement opportunities.