Regional Lead – Monetisation CX , Scaled Ops (APAC & METAP)
First Point Group are recruiting on behalf of a client, a multinational internet technology company. They are Looking for a Regional Lead.
Regional leadership for APAC & METAP Scaled CX Operations team and double as the POC for in-region Sales Leadership
Manage and Inspire a global team of technical support specialists to provide Best in Class service to advertisers on the platform and exceed set operational service KPIs.
Engage with third party service providers/vendor on need basis and scale service delivery with in-house and third party staff – manage all aspects of performance.
Own the first layer of customer experience for ad products troubleshooting, including re-engineering processes, innovating service models and driving exceptional customer satisfaction.
Lead trend analysis from customer service data and aggregate to lead regional Business Reviews and product deep dives to improve efficiency and effectiveness.
Lead strategic team expansion and tactical projects across day to day Operations Management, Workflow Management, WFM, Training & QA.
Lead goal setting for global delivery teams leverage industry standard models, track across leading & lagging metrics such as SLA, CSAT, Ticket resolution time.
Influence Sales stakeholders and engage with cross-functional partners to evaluate and transform our customer support model, improving Speed & Quality.
Innovate service models across existing support channels and aid in feature development of customer service tools portfolio.
Drive efforts for outstanding team performance by motivating and mentoring direct and indirect reports.
- BA/BS degree or equivalent practical experience.
- 8+yrs managing large-scale global operations teams in Technical Customer Support.
- 3+ years of management experience in Customer Success or operations related position.
- 2+ Years of People Management experience.
- Preferred experience of working with Vendors & 3rd party service providers for Technical Customer Service delivery.
- Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
- Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
- Experience in Advertising/Digital industry is a plus.
- Data analysis knowledge using Tableau, Google Studio is a plus.
- COPC , PMP certifications are a plus.
- Arabic or Turkish is a plus.