At a Glance
- Tasks: Lead global customer support teams and enhance service delivery across multiple regions.
- Company: Join Skillsoft, a leader in AI-native skills management and continuous growth.
- Benefits: Competitive salary, diverse team culture, and opportunities for professional development.
- Other info: Dynamic environment with a focus on innovation and continuous improvement.
- Why this job: Make a real impact by improving customer satisfaction and operational efficiency.
- Qualifications: 12+ years in customer operations and strong leadership skills required.
The predicted salary is between 80000 - 100000 € per year.
At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress.
Skillsoft Global Knowledge is seeking an experienced Customer Operations Director to be responsible for overseeing the end-to-end customer support journey for global teams. In this role, you will have the opportunity to manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand. The successful candidate will utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to ensure seamless service delivery across North America, Europe, the Middle East, and India.
Key Responsibilities- Oversee the end-to-end customer support journey for global teams, ensuring seamless service delivery across North America, Europe, the Middle East, and India.
- Manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand.
- Utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to create services that are easy to use for our customers.
- Develop and implement strategies to enhance customer satisfaction and operational efficiency whilst owning process change and process governance for your areas.
- Constantly identify waste and COPQ (Cost of Poor Quality) in processes that drive traffic and effort.
- Collaborate with cross-functional teams to ensure alignment of customer support initiatives with overall business objectives.
- Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions whilst maintaining a communication roadmap to keep colleagues informed.
- Lead and mentor a diverse team of customer support professionals, fostering a culture of excellence and continuous improvement.
- Responsibility for managing cost budgets and incrementally reducing the cost-to-serve and cost-per-interaction over time.
- Customer Satisfaction Score (CSAT)
- First Contact Resolution Rate (FCR)
- Average Handling Time (AHT)
- Average Time to Close (ATC)
- Net Promoter Score (NPS)
- Customer Effort (CE)
- Employee Engagement and Retention Rates
- Operational Efficiency Metrics Against SLAs (e.g., response times, resolution times)
- 12+ years of professional experience in a senior customer operations role, preferably in a global setting in Outsource services.
- Robust knowledge and experience with Multi-national employment laws.
- 5+ years of people leadership experience and strong leadership skills with a track record of managing large, diverse teams.
- In-depth knowledge of CRMS and various inbound communication channels.
- Excellent analytical and problem-solving abilities.
- Strong communication and interpersonal skills.
- Ability to work effectively in a fast-paced, dynamic environment.
- Experience in the training or education outsourcing industry.
- Familiarity with customer support best practices and industry standards.
- Experience with process improvement methodologies such as Lean or Six Sigma.
- Multilingual capabilities, particularly in languages relevant to the regions supported.
Skillsoft is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.
Customer Operations Director employer: Skillsoft
At Skillsoft, we pride ourselves on being an exceptional employer that champions continuous growth and development. Our collaborative work culture fosters innovation and excellence, providing employees with ample opportunities for professional advancement while supporting a diverse and inclusive environment. With a focus on employee well-being and satisfaction, we offer competitive benefits and the chance to make a meaningful impact in the global learning landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Director
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Operations Director role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they empower organisations and learners. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your pitch! Be ready to explain how your 12+ years of experience and leadership skills make you the perfect fit for overseeing customer support journeys. Highlight specific achievements that demonstrate your ability to enhance customer satisfaction and operational efficiency.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining Skillsoft and contributing to our mission of driving real performance and progress.
We think you need these skills to ace Customer Operations Director
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Operations Director role. Highlight your relevant experience in customer operations and leadership, and show us how your skills align with our mission at Skillsoft.
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your impact! Use specific examples of how you've improved customer satisfaction or operational efficiency in previous roles. Numbers and metrics can really make your application stand out.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you’re a great fit for the role!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Skillsoft
✨Know Your Customer Operations Inside Out
Before the interview, dive deep into the customer operations landscape. Familiarise yourself with the latest trends in customer support, especially in a global context. Understanding how CRMS work and the various communication channels will give you an edge.
✨Showcase Your Leadership Skills
As a Customer Operations Director, your leadership experience is crucial. Prepare examples of how you've successfully managed diverse teams and improved customer satisfaction. Highlight specific metrics like CSAT or NPS to demonstrate your impact.
✨Be Ready to Discuss Process Improvement
Brush up on methodologies like Lean or Six Sigma. Be prepared to discuss how you've identified waste and improved operational efficiency in past roles. This shows that you can bring valuable insights to Skillsoft's mission of continuous growth.
✨Engage with Cross-Functional Collaboration
Skillsoft values collaboration across teams. Think of instances where you've worked with other departments to align customer support initiatives with business objectives. This will show your ability to foster teamwork and drive results.
