Head Customer Operations &amp; Experience LEAD school is an academic excellence system that delivers excellent curriculum via a simple technology based delivery model. We partner with Affordable Private Schools across the country and empower them with an innovative curriculum solution developed after years of research and analysis of successful school systems around the world. Our mission is to empower India by making excellent education, affordable and accessible and affordable to every child. Responsibilities: - Be the voice of customer within the larger organization and help deliver a great experience across all customers - Build a customer experience team that provides continuous support to customers across different channels ( internal and external customers both) - Devise and implement innovative self-service support strategies that empower and reduce customer service effort. Keep ahead of industry's developments and apply best practices to areas of improvement Planning. - Work with cross functional teams to drive continual improvement in people, technology, processes and service. Establish and test new strategies to improve the customer service experience - Consistent insights to help identify pain points, break points in customer experience and improve products &amp; services - Supervise the support budget and headcount to optimise spend for value and savings - Build a champion team.Recruit, mentor and develop customer service team and nurture an environment where they can excel - Set clear goals, directions, and provide regular feedback to the team - Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes - Responsible for service levels &amp; other call centre metrics like AHT, FTR, CSAT etc - Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them. Skills and attributes: - 7-12 years of work experience in leading operations and customer support team in the Consumer-tech/E- commerce/Internet/Ed-tech space - Should have experience in building a scaled and sustainable operating model - Should have experience and knowledge of CRM tools - Should have experience in program/project management to drive continuous improvement initiatives - Should have worked on customer service automation projects (through chatbots). Track record of solving complex problems with technology - Should have managed external vendors and internal capacity as well - Should have managed teams of about 6-8 direct reportees - Strong data analysis skills and experience working on data driven customer success projects - A Degree in Business Administration or relevant field with excellent academic results - Ability to adapt, change and grow quickly as we build the organization. - Customer obsession in everything you do. - Excellent people and time management skills with great attention to detail. Job Type : Full-time | Location : Mumbai (Andheri)

Mumbai

Navi Mumbai

LEAD School - Head - Customer Operations & Experience 

LEAD School - Head - Customer Operations & Experience  ,Job Description for LEAD School - Head - Customer Operations & Experience  in Lead School in  Mumbai Navi Mumbai for (7-12) years of experience. Apply Now!

Job Description for LEAD School - Head - Customer Operations & Experience  in Lead School in  Mumbai Navi Mumbai for (7-12) years of experience. Apply Now!