Associate Director - Customer Services - Education

Associate Director - Global Customer Services

Role Requirements & Qualifications :

- This role requires someone who is excellent at creating structure from ambiguity and thrives in solving tough problems with creative solutions.

- 8+years of experience in high-growth companies in go-to-market functions

- 5+ years of leadership experience managing diverse teams

- Salesforce, Salesforce Service Cloud, or another Service Platform experience required.

- Experience with Incoming & Outgoing call center management

- Experience with ChatBot messaging systems

- Strong experience with customer service and working collaboratively

- Customer Service Focused in all aspects of team management and relationships.

- Resource optimization through constant cross-skilling of resources

- Leadership

- Ability to inspire and lead the team towards strategic goals.

- Demonstrate excellent people management skills

- Problem solves and has a willingness to go the extra mile.

- Delegating tasks according to team skills and expertise

- Create a positive and trustworthy work environment

- Build a culture of excellence

- Strong intuition and ability to work with and drawing conclusions from data

- You are a natural people manager and have experience with leading a team

- Strong interpersonal, leadership, & consultative skills

- Communication

- Demonstrate strong communication, organizational and negotiation capabilities

- Fluent in English

- Collaborative and flexible communication style with the ability to deal with cross-functional internal & external stakeholders

- Managing Self

- You should be a motivated self-starter with the ability to work with little or no supervision and possess the ability to assemble and manage teams.

- Capability to achieve performance expectations and take accountability for delivering targets/KPIs.

- Effectively handle change management situations Strategic planning

- Using research to develop brand strategies and implement them to promote company products and services

- Is Agile and respond quickly when in challenging situations

- Weekly / monthly reviews to ensure process performance is in line with KPI

- Experience in project management to enhance productivity

- Tech-savvy

- Deep understanding on training software and trends

- Expert in leading CRM software, project management tools an advantage

- A passion for marketing technology products

- Experience in leading teams that have a voice, non-voice, bot chat, backend, and email communication.

- Experience in NPS improvement