customer experience director

Squishy SCS

Job Title: Customer Service Director Company: Squishy SCS Location: Muharraq, Bahrain Salary: BHD 2.800 per monthJob Type: Full-timeSquishy SCS is seeking an experienced and customer-focused Customer Service Director to lead and enhance our customer support operations. This role is responsible for developing service strategies, improving customer satisfaction, and ensuring a high-quality experience across all customer touchpoints.Key Responsibilities<ul><li>Develop and implement customer service strategies and policies</li><li>Lead, mentor, and manage the customer service team to achieve performance targets</li><li>Monitor and analyze customer service metrics (e.g., response time, resolution rate, customer satisfaction)</li><li>Handle escalated customer issues and ensure timely resolution</li><li>Improve processes to enhance efficiency and customer experience</li><li>Collaborate with other departments to address customer needs and feedback</li><li>Implement training programs to develop team skills and service quality</li><li>Ensure compliance with company standards and service excellence</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree in Business Administration, Communications, or a related field</li><li>Proven experience in customer service management, preferably in a leadership role</li><li>Strong leadership, communication, and interpersonal skills</li><li>Excellent problem-solving and conflict resolution abilities</li><li>Experience with customer service tools and CRM systems</li><li>Ability to analyze data and drive performance improvements</li></ul>Preferred Skills<ul><li>Experience managing large customer service teams</li><li>Strong understanding of customer experience (CX) strategies</li><li>Ability to work in a fast-paced, customer-centric environment</li><li>Multilingual skills are a plus</li></ul>Benefits<ul><li>Competitive salary package</li><li>Leadership role with growth opportunities</li><li>Supportive and collaborative work environment</li></ul>الراتب المدفوع: BD٢٫٨٠٠&nbsp;لكل شهرموقع العمل: بشكل شخصي

Customer Service Director

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 Are you looking for an exciting new challenge? IntouchCX is looking for you!
 As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
 We’re hiring a Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
 
As Director of Operations, You Will…
 <ul>
<li>Drive “best practices” in all areas of responsibility</li>
<li>Ensure proper planning, staffing, training and development is achieved across all teams</li>
<li>Be responsible for ramp-up drives and goals</li>
<li>Create action plans for continuous growth and improvement, business development and client satisfaction</li>
<li>Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service</li>
<li>Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes</li>
<li>Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture</li>
<li>Motivate and inspire teams, while building trusting relationships throughout the organization</li>
<li>Develop and execute motivational incentives on the floor</li>
<li>Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations</li>
<li>Maintain close auditing cadence through reporting, observations and personal contact</li>
<li>Work directly with Operations Workforce Optimization teams to deliver client staffing requirements</li>
</ul>
As Director of Operations, You Have…
 <ul>
<li>Post-secondary diploma or degree with a major in Business</li>
<li>7 - 9 years of experience in contact center leadership, including managing cross-functional teams</li>
<li>5 years of relevant experience in client relationship management</li>
<li>Experience in analyzing/influencing profit & loss statements and performing cost analysis</li>
<li>Experience with maintaining and developing operational statistics, financial management information and results reporting</li>
<li>Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments</li>
<li>Excellent organizational and time management skills with the ability to work under tight deadlines</li>
<li>The ability and motivation to meet program and internal business KPIs</li>
<li>The ability to implement change and innovation throughout teams</li>
</ul>

Director of Operations

Ooredoo Group of Companies

<div>Our business landscape 
We're an award-winning global communications company operating in nine countries across the Middle East, North Africa, and Southeast Asia. Our strategy is to become the region's leading digital infrastructure provider. Ooredoo Group's strategic vision is guided by five key pillars:<ul><li>
Value-Focused Portfolio: Boosting asset returns by focusing on telco operations, towers, data centres, the sea cable business and fintech.</li><li>
Strengthen the Core: Optimally using deployed capital and maintain an appropriate cost structure.</li><li>
Evolve the Core: Monetising opportunities to generate new revenue streams via programmes focusing on analytics, digitalisation of operations, and partnerships with digital service providers.</li><li>
People: Building an engaged and empowered workforce through integrated learning programs and coaching and mentoring.</li><li>
Excellence in Customer Experience: Creating superior customer experiences.</li></ul>
From day one, every employee who joins our team becomes an integral part of our success journey. We offer you the chance to enhance your skills, advance your career, and maintain a healthy work-life balance. Empowering you to catapult your personal and professional growth. If you're looking to challenge your growth potential, Ooredoo is the employer for you.
Job overview 
The Associate Director - Customer Excellence, is a pivotal leadership role focused on designing, implementing, and driving customer-centric strategies that enhance customer satisfaction, loyalty, and overall experience. This role combines strategic vision, operational excellence, and leadership to deliver value to customers and align customer initiatives with organizational goals.
Your impact on our goals 
Customer Experience Activities<ul><li>
Support the Head of CX in shaping and executing the Group CX strategy, ensuring alignment with overall business objectives and the organization's customer-centric vision.</li><li>
Design, develop, and maintain Group Customer Experience frameworks, methodologies, and standards, ensuring consistent CX practices across markets.</li><li>
Drive the adoption and implementation of CX frameworks and methodologies across OpCos, providing guidance and support to ensure effective local execution.</li><li>
Lead and coordinate multi-country CX transformation and improvement initiatives, working closely with OpCos and cross-functional stakeholders to deliver measurable improvements in CX.</li><li>
Utilize customer feedback and data analytics mechanisms to continuously assess and improve service quality, as well as drive innovation in customer interactions.</li><li>
Define and track key performance indicators (KPIs) to measure customer experience improvements.</li><li>
Develop and implement best practices for customer interaction, training programs for the OpCos, setup a performance measurement matrix and evaluation metrics.</li><li>
Identify opportunities to completely reimagine the physical and digital experience through innovation.</li><li>
Work closely with IT and digital teams to develop strategy for implementation of new customer service technologies, such as CRM systems, AI-driven support tools, and self-service solutions.</li><li>
Drive customer centric culture across Ooredoo and operating companies.</li></ul>
Channel Management / enablement<ul><li>
Define and evolve the Group omnichannel customer experience strategy across key customer interaction channels including Retail, Contact Centre, Mobile App, Web, and other digital interfaces, ensuring a seamless and consistent customer journey across all touchpoints.</li><li>
Develop and maintain channel experience frameworks, standards, and guidelines to ensure consistent service delivery and customer experience across all Operating Companies (OpCos).</li><li>
Drive channel and OpCo level customer experience capability building initiatives, to enhance the overall customer experience, ensuring consistency across all channels and touchpoints.</li><li>
Set goals for customer satisfaction, service quality, and operational performance, ensuring alignment with broader company objectives.</li><li>
Collaborate with other Group or OpCos functions to ensure customer needs are addressed effectively for all customer touchpoints.</li></ul>
Other expectations
 Basic understanding of Customer experience concepts, Voice of customer management, Customer journey management, Service design / design thinking.
Experience<ul><li> 
12+ years of experience in customer experience management, retail (service centres), or contact centres operations,</li><li>
5+ years in a senior leadership role within the telecommunications industry, with experience in cross functional team management and coordination</li><li>
10+ years of Commercial Telco industry experience in a Group or OpCo capacity</li></ul></div>

Associate Director, Customer Excellence

Ooredoo Group

<div>
 
 
 Our business landscape
 
 
 
 
 
 
 We&rsquo;re an award-winning global communications company operating in nine countries across the Middle East, North Africa, and Southeast Asia. Our strategy is to become the region&rsquo;s leading digital infrastructure provider. Ooredoo Group&rsquo;s strategic vision is guided by five key pillars:
 
 
 
 
 <ul>
 <li>
 
 Value-Focused Portfolio:
 
 Boosting asset returns by focusing on telco operations, towers, data centres, the sea cable business and fintech.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Strengthen the Core:
 
 Optimally using deployed capital and maintain an appropriate cost structure.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Evolve the Core:
 
 Monetising opportunities to generate new revenue streams via programmes focusing on analytics, digitalisation of operations, and partnerships with digital service providers.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 People:
 
 Building an engaged and empowered workforce through integrated learning programs and coaching and mentoring.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Excellence in Customer Experience:
 
 Creating superior customer experiences.
 </li>
 </ul>
 
 
 
 
 From day one, every employee who joins our team becomes an integral part of our success journey. We offer you the chance to enhance your skills, advance your career, and maintain a healthy work-life balance. Empowering you to catapult your personal and professional growth. If you&rsquo;re looking to challenge your growth potential, Ooredoo is the employer for you.
 
 
 
 
 
 
 Job overview
 
 
 
 
 
 
 The Associate Director - Customer Excellence, is a pivotal leadership role focused on designing, implementing, and driving customer-centric strategies that enhance customer satisfaction, loyalty, and overall experience. This role combines strategic vision, operational excellence, and leadership to deliver value to customers and align customer initiatives with organizational goals.
 
 
 
 
 
 
 Your impact on our goals
 
 
 
 
 
 
 
 Customer Experience Activities
 
 
 <ul>
 <li>
 Support the Head of CX in shaping and executing the Group CX strategy, ensuring alignment with overall business objectives and the organization&rsquo;s customer-centric vision.
 </li>
 <li>
 Design, develop, and maintain Group Customer Experience frameworks, methodologies, and standards, ensuring consistent CX practices across markets.
 </li>
 <li>
 Drive the adoption and implementation of CX frameworks and methodologies across OpCos, providing guidance and support to ensure effective local execution.
 </li>
 <li>
 Lead and coordinate multi-country CX transformation and improvement initiatives, working closely with OpCos and cross-functional stakeholders to deliver measurable improvements in CX.
 </li>
 <li>
 Utilize customer feedback and data analytics mechanisms to continuously assess and improve service quality, as well as drive innovation in customer interactions.
 </li>
 <li>
 Define and track key performance indicators (KPIs) to measure customer experience improvements.
 </li>
 <li>
 Develop and implement best practices for customer interaction, training programs for the OpCos, setup a performance measurement matrix and evaluation metrics.
 </li>
 <li>
 Identify opportunities to completely reimagine the physical and digital experience through innovation.
 </li>
 <li>
 Work closely with IT and digital teams to develop strategy for implementation of new customer service technologies, such as CRM systems, AI-driven support tools, and self-service solutions.
 </li>
 <li>
 Drive customer centric culture across Ooredoo and operating companies.
 </li>
 </ul>
 
 
 Channel Management / enablement
 
 
 <ul>
 <li>
 Define and evolve the Group omnichannel customer experience strategy across key customer interaction channels including Retail, Contact Centre, Mobile App, Web, and other digital interfaces, ensuring a seamless and consistent customer journey across all touchpoints.
 </li>
 <li>
 Develop and maintain channel experience frameworks, standards, and guidelines to ensure consistent service delivery and customer experience across all Operating Companies (OpCos).
 </li>
 <li>
 Drive channel and OpCo level customer experience capability building initiatives, to enhance the overall customer experience, ensuring consistency across all channels and touchpoints.
 </li>
 <li>
 Set goals for customer satisfaction, service quality, and operational performance, ensuring alignment with broader company objectives.
 </li>
 <li>
 Collaborate with other Group or OpCos functions to ensure customer needs are addressed effectively for all customer touchpoints.
 </li>
 </ul>
 
 
 Other expectations
 
 
 
 Basic understanding of Customer experience concepts, Voice of customer management, Customer journey management, Service design / design thinking.
 
 
 
 
 
 
 Experience &amp; Qualifications
 
 
 
 
 
 <ul>
 <li>
 12+ years of experience in customer experience management, retail (service centres), or contact centres operations,
 </li>
 <li>
 5+ years in a senior leadership role within the telecommunications industry, with experience in cross functional team management and coordination
 </li>
 <li>
 10+ years of Commercial Telco industry experience in a Group or OpCo capacity
 </li>
 <li>
 Bachelor Degree
 </li>
 <li>
 Master&rsquo;s degree is a plus
 </li>
 <li>
 English mandatory, another language spoken in one of Ooredoo OpCos is a plus
 </li>
 <li>
 Strong understanding of customer service strategies, including multi-channel support, CRM systems, and contact centre technologies
 </li>
 <li>
 Proven track record of driving customer satisfaction improvements and operational performance
 </li>
 <li>
 Ability to analyse complex data and translate it into actionable insights for improving customer experience
 </li>
 <li>
 Familiarity with the latest trends and technologies in the telecommunications industry and customer experience management
 </li>
 <li>
 Ability to work collaboratively in a cross-functional team environment.
 </li>
 </ul>
 
 
</div>

Associate Director - Customer Excellence

Storable

<div>
 
 Overview
 
 
 The Director of Call Center Operations will own the end-to-end strategy, performance, and evolution of Storable&rsquo;s Marketplace contact center. This is a senior leadership role responsible for maximizing revenue, efficiency, and customer experience across a BPO-operated, B2C contact center that serves as a critical growth engine for the Marketplace business.
 
 
 This leader will ensure Storable is partnered with the right BPOs, operating with the right technology stack, and using the right performance frameworks to scale revenue predictably. The Director will operate at a strategic level&mdash;setting vision, defining success metrics, and holding partners accountable&mdash;while empowering internal leaders and BPO teams to execute.
 
 
 The ideal candidate brings deep experience running revenue-generating contact centers with BPO partners, is highly data-driven, and has a forward-looking mindset around AI, automation, and the future of voice-based customer engagement. This role will report to the GM of Marketplace and serve as the primary executive owner of contact center performance.
 
 
 &nbsp; Key Responsibilities
 
 <ul>
 <li>
 Own the Marketplace contact center strategy and performance end-to-end, including revenue, conversion, cost efficiency, and customer experience
 </li>
 <li>
 Evaluate, select, and manage BPO partners to ensure strong operational execution and long-term scalability
 </li>
 <li>
 Define and evolve the contact center operating model across people, process, and technology
 </li>
 <li>
 Establish clear KPIs, performance targets, and governance models for internal teams and external partners
 </li>
 <li>
 Lead executive-level performance reviews, forecasting discussions, and strategic planning for the contact center
 </li>
 <li>
 Partner closely with Marketplace leadership, Product, Revenue, and Analytics to optimize the consumer funnel and monetization strategy
 </li>
 <li>
 Drive the roadmap for contact center technology, including CRM, telephony, analytics, QA, and AI-enabled solutions
 </li>
 <li>
 Identify and execute opportunities to leverage AI and automation (including voice agents) to improve efficiency, scale, and customer experience
 </li>
 <li>
 Ensure strong financial discipline through capacity planning, budgeting, and ROI analysis
 </li>
 <li>
 Build, mentor, and develop internal leadership to support execution while maintaining strategic focus
 </li>
 </ul>
 
 
 
 Required Competencies
 
 
 
 <ul>
 <li>
 Senior leadership experience owning a revenue-generating B2C contact center function
 </li>
 <li>
 Deep experience working with and scaling BPO-operated contact centers
 </li>
 <li>
 Proven ability to drive performance through data, analytics, and structured operating rhythms
 </li>
 <li>
 Strong business acumen with experience balancing growth, efficiency, and customer experience
 </li>
 <li>
 Executive-level communication skills with the ability to influence across senior leadership teams
 </li>
 <li>
 Experience selecting, implementing, and optimizing contact center technologies
 </li>
 <li>
 Ability to operate under broad direction while setting vision and driving outcomes
 </li>
 </ul>
 
 Preferred Competencies
 
 <ul>
 <li>
 Direct experience launching or managing AI voice agents or advanced contact center automation
 </li>
 <li>
 Experience in Marketplace, e-commerce, or transactional consumer environments
 </li>
 <li>
 Background working with nearshore or offshore contact centers in Latin America
 </li>
 <li>
 Experience scaling contact center operations during periods of rapid growth or transformation
 </li>
 <li>
 Familiarity with M&amp;A or post-acquisition integration of contact center operations
 </li>
 </ul>
 
 
 
 &nbsp;
 
 
 
 
 All applicants must be currently authorized to work in the United States on a full-time basis.
 
 
 
 Storable is a fully distributed company, but is currently only registered for employment in certain states.
 
 To be eligible for employment, you must reside in the following states: &nbsp;AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.&nbsp;
 
 
 About Us:
 
 
 At Storable, we&rsquo;re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV &amp; camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments, and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com
 
 
 At the heart of Storable is our &ldquo;Win More&rdquo; culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. As we continue to grow, we are embracing an AI-forward approach by thoughtfully integrating intelligent automation, advanced analytics, and data-driven insights into our platform and operations to help our customers and teams operate smarter, move faster, and win more than ever before.
 
 
 Benefits and Perks:&nbsp;
 
 <ul>
 <li>
 Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
 </li>
 <li>
 401(k) match after 60 days, 100% vested after 1 year.
 </li>
 <li>
 Employer contribution to your HSA, plus an HRA to help offset your deductible.
 </li>
 <li>
 Instant access to flexible vacation. We trust you, so we have a &lsquo;take what you need&rsquo; vacation policy.
 </li>
 <li>
 Be More &ndash; company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
 </li>
 <li>
 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
 </li>
 <li>
 8 hours of Rest, Relax, Recharge time to care for your mental health.
 </li>
 <li>
 Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
 </li>
 <li>
 Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
 </li>
 <li>
 &rsquo;Paw&rsquo;ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
 </li>
 <li>
 Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
 </li>
 <li>
 $50 monthly home data stipend, plus a home office sign-on bonus of $250.
 </li>
 <li>
 Fertility care support options to help in your journey towards parenthood.
 </li>
 <li>
 Access to financial experts to help you make informed decisions and achieve your financial goals.
 </li>
 <li>
 Direct Student Loan Payment Program, some qualifications and eligibility rules apply.
 </li>
 </ul>
 
 Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.
 
 
 Important Notice: To protect yourself from fraudulent activities, please consider the following:&nbsp;
 
 
 - Official Communication: All genuine communication from Storable will come from official email addresses, ending in &ldquo;@storable.com.&rdquo; Be cautious of any communication that doesn&rsquo;t match this criteria.
 
 - No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it&rsquo;s a red flag.
 
 - Verification: If you&rsquo;re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.
 
 
 Your security and trust are paramount to us. If you suspect you&rsquo;ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com
 
 
 Pay Transparency at StorableAt Storable, we believe in the power of transparency to help our employees Do More and Win More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.The range listed below is reflective of the base salary market potential for the role over time. The compensation we will offer for this role is within this range and is based on our internal budget along with your skills and experience level. Please talk to your recruiter about the variable pay plan and earning potential for this role.
 
 
 Potential Pay Range: $140,000 USD - $160,000 USD
 
</div>

Call Center Director

Mumzworld.com

<div>
 
 Role Overview:
 
 
 
 Mumzworld is looking for a strong, hands-on Head of Customer Experience &amp; Customer Service to lead and transform our customer function across multiple markets, languages, and channels.
 
 
 This is not a pure strategy role. We need someone who can manage daily operations, diagnose customer pain points, and build the future of customer service at the same time.
 
 
 
 The role has three core pillars:
 
 
 
 
 Customer Service Operations:
 
 
 
 Run the customer service machine with excellence, efficiency, quality, cost discipline, and strong KPI ownership.
 
 
 
 Customer Experience / CXP:
 
 
 
 Act as the voice of the customer across the company, using NPS, CSAT, complaints, reviews, and service data to identify pain points and push root-cause fixes across departments.
 
 
 
 Agentification &amp; Automation:
 
 
 
 Lead the transformation of CS and CXP workflows through AI agents, automation, agent-assist tools, and smarter processes.
 
 
 
 What You Will Be Doing:
 
 
 2. Customer Experience / CXP
 
 
 3. Agentification, AI &amp; Automation
 
 
 What You Will Need:
 
 
 Mindset &amp; Skills:
 
 
 Success Metrics:
 
 
 Why This Role Matters
 
 
 
 <ul>
 <li>
 Customer Service Operations
 </li>
 <li>
 Lead customer service operations across multiple markets, channels, and languages, including Arabic and English.
 </li>
 <li>
 Own frontline and back-office performance across chat, WhatsApp, email, phone, social media, escalations, and CS sales.
 </li>
 <li>
 Manage in-house and BPO teams through strong operating routines, governance, workforce management, and performance discipline.
 </li>
 <li>
 Drive core CS KPIs: SLA, AHT, first contact resolution, quality, productivity, backlog, escalation rate, contact rate, and cost per contact.
 </li>
 <li>
 Build a high-performance culture across agents, team leaders, QA, WFM, and support teams, ensuring TLs coach agents rather than only manage queues.
 </li>
 <li>
 Own the measurement and improvement of customer happiness through NPS, CSAT, reviews, complaints, sentiment, and operational service data.
 </li>
 <li>
 Build a structured Voice of Customer engine that turns customer feedback into clear, quantified, and actionable priorities.
 </li>
 <li>
 Identify root causes behind poor customer experience across CS, logistics, fulfilment, product, catalogue, commercial, marketplace, marketing, and technology.
 </li>
 <li>
 Work cross-functionally to ensure customer pain points are not only reported, but actually fixed
 </li>
 <li>
 Improve the full customer journey from browsing and checkout to delivery, returns, refunds, escalations, and repeat purchase.
 </li>
 <li>
 Lead the agentification agenda within Customer Service and Customer Experience, starting from real workflows and operational pain points.
 </li>
 <li>
 Identify manual, repetitive, and high-volume workflows that can be automated through AI agents, rule-based automation, and agent-assist tools.
 </li>
 <li>
 Partner with Product, Tech, Data, and AI teams to design practical solutions that reduce manual work and improve speed, accuracy, and consistency.
 </li>
 <li>
 Drive adoption of AI tools across frontline teams, ensuring tools are embedded into daily routines and not just launched.
 </li>
 <li>
 Measure impact through deflection rate, automation accuracy, AHT reduction, manual workload reduction, cost per contact improvement, and customer satisfaction.
 </li>
 <li>
 Data, Governance &amp; Cross-Functional Leadership
 </li>
 <li>
 Build clear executive visibility on CS and CX performance, risks, opportunities, and required interventions.
 </li>
 <li>
 Run strong daily, weekly, and monthly operating routines, including performance reviews, root-cause reviews, and campaign readiness checks.
 </li>
 <li>
 Translate data into clear narratives for leadership, showing what is improving, what is broken, and where action is needed.
 </li>
 <li>
 Work closely with Operations, Logistics, Fulfilment, Product, Tech, Commercial, Marketplace, Catalogue, Marketing, and Growth teams.
 </li>
 <li>
 Represent the customer in leadership discussions with facts, judgment, and practical recommendations.
 </li>
 <li>
 8 to 12+ years of experience in customer service operations, customer experience, customer operations, or customer support leadership.
 </li>
 <li>
 Proven experience managing large CS teams across multiple markets, ideally in e-commerce, marketplaces, digital platforms, retail, logistics, or tech-enabled businesses.
 </li>
 <li>
 Strong experience managing multilingual teams, especially Arabic and English support operations.
 </li>
 <li>
 Deep knowledge of CS KPIs, workforce management, quality assurance, BPO management, team leader structures, and operational governance.
 </li>
 <li>
 Strong exposure to NPS, CSAT, Voice of Customer, complaint analysis, customer journey improvement, and cross-functional CX projects.
 </li>
 <li>
 Practical understanding of CRM systems, chatbots, agent-assist tools, knowledge bases, workflow automation, AI agents, and customer service automation.
 </li>
 <li>
 Operationally strong: Runs the daily CS machine with discipline, structure, and accountability.
 </li>
 <li>
 Customer-first: Identifies what creates customer frustration and pushes the business to fix
 </li>
 <li>
 Builder mindset: Creates structure in a messy environment without waiting for perfect tools or systems.
 </li>
 <li>
 Agentification mindset: Practical about AI, automation, and bottom-up workflow redesign.
 </li>
 <li>
 Data-driven: Uses data to diagnose problems, prioritize actions, and measure impact.
 </li>
 <li>
 Hands-on leader: Goes deep into tickets, workflows, dashboards, agent behavior, and customer complaints.
 </li>
 <li>
 Cross-functional influencer: Pushes other teams with facts, clarity, and persistence.
 </li>
 <li>
 SLA, AHT, productivity, backlog, quality, and cost per contact improvement
 </li>
 <li>
 First contact resolution and escalation reduction CSAT, NPS, sentiment, and complaint reduction Contact rate / contacts per gross order improvement
 </li>
 <li>
 Shrinkage, adherence, attrition, and team leader coaching effectiveness
 </li>
 <li>
 Automation adoption, deflection rate, AI accuracy, and manual workload reduction
 </li>
 <li>
 Measurable reduction in key customer pain points across logistics, product, catalogue, commercial, marketplace, and tech
 </li>
 <li>
 CS contribution to assisted sales, conversion, retention, and customer lifetime value
 
 
 </li>
 </ul>
 Customer service is one of the strongest trust builders for mothers and families. At Mumzworld, this role is not only about managing a support team. It is about building a customer experience engine that listens to customers, fixes root causes, and uses AI to make service faster, smarter, and more human.
 
 
 You will own the daily service machine, represent the voice of the customer across the company, and lead the agentification of one of Mumzworld&rsquo;s most operationally rich functions.
</div>

Head of Customer Experience & Customer Service

Outfield Healthcare Partners

<div>About the Assistant Director of Nursing Position:

We are looking for an experienced Assistant Director of Nursing in the state of Texas to provide leadership skills to effectively operate the Skilled Nursing Home's operations.

The ADON will work immediately under the Director of Nurses. The Assistant Director Nursing is to assist the Director as instructed and has the authority of the Director of carrying out given tasks or areas of supervision in the Director&rsquo;s absence. General duties include assisting the Director of Nurses as she/he instructs in areas of personnel, orientation, supervision, and staffing. Periodically checks residents&rsquo; records and reports. Assist in supervision and direction of nursing personnel. Assist in investigation of unusual occurrence or alleged abuse and promptly notify the Director of Nurses. Ensures that all resident rights are protected

QUALIFICATIONS:
<ul>
<li>Great customer service and assessment skills are a must</li>
<li>Graduate from an accredited school of professional nursing or an approved LVN program.</li>
<li>Current nursing licensure as a nurse in the State in which practicing. A Registered Nurse is preferred.</li>
<li>2+ years&rsquo; experience in supervision.</li>
<li>Possession of good mental and physical health.</li>
<li>Demonstrates leadership ability and capability to work effectively with all levels of personnel.</li>
<li>Ability to communicate effectively in English through both speech and writing.</li>
<li>Administrative ability with evidence of professional competence and flexibility.</li>
<li>Working knowledge of federal, state, and county laws governing skilled care nursing facilities.</li></ul></div>

Assistant Director of Nursing

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