Customer Operations Director

Job Summary

A company is looking for a Head of Customer Operations.

Key Responsibilities

• Own and manage all customer service operations across various channels while ensuring compliance and efficiency
• Lead the development of a digital-first, AI-enhanced support operation and integrate customer support with tech teams
• Monitor key performance indicators and apply data-driven strategies to optimize service delivery

Required Qualifications

• 10+ years of experience in customer operations, with 5+ years in leadership roles in fintech or the credit card industry
• Experience in regulated environments focusing on dispute resolution, fraud handling, and compliance
• Proven experience in implementing AI-enabled customer support systems
• Strong knowledge of support platforms and operational metrics
• Ability to influence stakeholders at all levels within the organization