management
Posted 2 hours agoDirector of Global Customer Service
at Ooon
Zurich, SwitzerlandHybrid
Responsibilities
- Drive Premium Service Excellence: Lead the design and implementation of a globally consistent, premium, and omnichannel customer service experience.
- Ensure our service becomes a core brand attribute that is personalized, frictionless, and proactive.
- Pioneer the Frontier of AI & Automation: Strategically integrate sophisticated AI-driven ecosystems and enterprise-grade automation to radically amplify operational velocity and consumer engagement, architecting a unified human-plus-AI service paradigm that delivers premium, high-fidelity customer experiences at global scale.
- Build a Data-Driven Culture: Move beyond traditional metrics and embed a sophisticated, data-driven approach to measure success.
- Utilize a 360-degree view of performance, combining operational KPIs with strategic metrics like CLV to inform decisions and drive continuous improvement.
- Architect a Robust Operating Model: Design and implement a strategic framework for internal versus BPO delivery.
- Determine the distribution of capabilities, customer segments, and service levels to achieve a synergistic balance between high-quality standards, operational oversight, and financial efficiency.
- Lead & Develop World-Class Teams: As a leader with expert-level competence, you will coach, mentor, and inspire a high-performing global team.
- Foster Cross-Functional Collaboration: Serve as a key strategic partner to Commercial, Marketing, and Technology leaders, ensuring the customer's voice is at the heart of all business decisions and driving alignment on our premium service objectives. Your Story:
Requirements
- You will lead the charge in architecting and executing a world-class service strategy, seamlessly blending human-centric premium service with cutting-edge AI and automation.
- experience in shaping and leading global customer service or customer
- You have deep expertise in designing and scaling omnichannel customer service operations and are fluent in leveraging modern CRM and support platforms.
- You possess a strong footprint in the world of automation and AI, with hands-on
- experience implementing hybrid service models that merge human support with technologies like chatbots and voice automation to create a seamless customer journey.