customer service leader

justclean

<p><b>Job Summary:</b></p><p>The Customer Service Team Leader is responsible for supervising and guiding a team of customer service representatives to ensure excellent service delivery, high customer satisfaction, and efficient handling of inquiries and complaints. The role involves coaching, monitoring performance, analysing service metrics, and implementing process improvements to enhance the customer experience.</p><p><b>Key Responsibilities:</b></p><ul><li>Supervise, motivate, and support the customer service team to achieve individual and team KPIs.</li><li>Handle escalated customer issues and ensure timely and effective resolution.</li><li>Monitor daily operations and ensure consistent service quality and productivity.</li><li>Conduct regular team meetings to communicate updates, provide feedback, and promote engagement.</li><li>Evaluate team performance through call reviews, reports, and customer feedback.</li><li>Train and mentor new team members to ensure proper onboarding and skill development.</li><li>Prepare and present performance reports to management on service levels and customer satisfaction.</li><li>Identify opportunities for process improvement and contribute to the development of service policies.</li><li>Ensure compliance with company policies, service standards, and data protection regulations.</li><li>Foster a positive, customer-focused culture within the team.</li></ul><p><b>Qualifications and Skills:</b></p><ul><li>Bilingual (Arabic/English) abilities are a Must.</li><li>Bachelor&rsquo;s degree in Business Administration, Communications, or a related field (preferred).</li><li>Minimum 3&ndash;5 years of experience in customer service, including at least 1&ndash;2 years in a supervisory or team leader role.</li><li>Strong leadership and people management skills.</li><li>Excellent communication, problem-solving, and conflict-resolution abilities.</li><li>Proficiency in CRM systems and Microsoft Office Suite.</li><li>Ability to work under pressure and manage multiple priorities.</li><li>Strong analytical and reporting skills.</li></ul><p>Job Type: Full-time</p><p>Pay: E&pound;12,000.00 per month</p>

Customer Service Team Leader

Neeco Global ICT Services

<p>Neeco is a global provider of complex ICT services with Client-centric, professional-grade and highly versatile solutions designed for telecommunication companies, service providers and their enterprise customers, governmental and public organizations, and our own Channel Partners. With operations in more than 160 world countries, we are ready to provide truly world-wide coverage.</p><p>Are you an experienced Customer Service professional ready to take the next step in your career?<br/>We&rsquo;re looking for a <b>Customer Services Team Leader</b> to lead our Indian Customer Services team and ensure smooth daily operations, excellent client communication, and high-quality service delivery.</p><p><b>What you&rsquo;ll do</b></p><p>As a Team Leader, you will:</p><ul><li>Oversee daily operations of the Customer Services team, ensuring timely and accurate order processing.</li><li>Act as the main point of contact for clients, maintaining a professional and customer-focused approach.</li><li>Lead, motivate, and support the team through regular 1-on-1 meetings, feedback sessions, and daily guidance.</li><li>Manage operational escalations and ensure quick, effective resolution by coordinating with internal teams and external suppliers.</li><li>Monitor team performance, quality standards, and adherence to internal processes and KPIs.</li><li>Support the CS Manager in achieving SLA and service quality goals, providing input on process improvements and client satisfaction.</li><li>Represent the company in meetings with clients to discuss projects, resolve issues, and build strong relationships.</li><li>Collaborate with the Czech Customer Services team to take over selected projects as part of a regional transition.</li><li>Participate in hiring, onboarding, and development of new team members.</li></ul><p><b>What we&rsquo;re looking for</b></p><ul><li>5-8 years of experience in <b>Customer Service or Order Management</b>.</li><li>At least <b>2 years in a team leader or supervisory role</b>.</li><li>Fluent <b>English</b>, both written and spoken, with confidence in communicating with international clients.</li><li>Strong <b>organizational and problem-solving skills</b>, with the ability to stay calm under pressure.</li><li>Proven experience in managing client relationships and resolving escalations.</li><li>Proficiency with <b>ERP/CRM systems</b> and <b>Microsoft Office</b> tools.</li><li>Ability to coordinate across <b>time zones</b> and <b>multicultural environments</b>.</li><li>Experience in <b>logistics, supply chain, or IT service management</b> is an advantage.</li></ul><p><b>Who you are</b></p><p>You&rsquo;re a proactive and people-oriented leader who thrives in a fast-paced environment. You value teamwork, clear communication, and continuous improvement. You take ownership, think ahead, and inspire others to do the same.</p><p><b>Interested?</b><br/>Send us your CV and a brief note about your experience leading customer service teams. We&rsquo;d love to hear from you!</p><p>Job Types: Full-time, Permanent</p><p>Benefits:</p><ul><li>Health insurance</li><li>Provident Fund</li></ul><p>Ability to commute/relocate:</p><ul><li>Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)</li></ul><p>Application Question(s):</p><ul><li>When are you available to start?</li><li>What are your salary expectations?</li></ul><p>Experience:</p><ul><li>Leadership: 2 years (Required)</li><li>Customer Service or Order Management: 5 years (Required)</li></ul><p>Language:</p><ul><li>English (Required)</li></ul><p>Location:</p><ul><li>Mumbai, Maharashtra (Required)</li></ul>

Customer Services Team Leader

Bellacure Beauty Lounge

<p>A female senior receptionist with a strong background in retail sales, is a team leader and communicator, and is responsible for managing and leading a branch.</p><ul><li>**Female only candidates will be considered**</li><li>Responsible for the day-to-day operation of the branch, ensuring efficiency and profitability.</li><li>Lead the company&rsquo;s efforts to maintain unique customer service quality by implementing the best practices and techniques, training, and developing processes in providing the controls and conformity of the service to SOP&rsquo;s and operational standards.</li><li>Lead the therapists in the spa to achieve monthly targets and increase the average spent by customers.</li><li>Track spa revenue by the department, ensuring all providers are attaining their revenue and retail goals to ensure the spa meets its monthly budget.</li><li>Responsible for quality control, checking for best practices in spa to ensure standards are being met and client expectations exceeded, and operations running up to standard.</li><li>To ensure that deficiencies of the spa are detected and exposed to management and a series of recommendations of improvement are made, creating a plan of action and its implementation stage to stage to ensure standards are met.</li><li>Monitor and propose staff roasters in coordination with booking best interest</li><li>Oversee and assist in completing monthly stock count and report.</li><li>Ensure to place professional and retail stock orders in a timely manner.</li><li>Suggest and prepare monthly promotions according to market trends and seasons.</li><li>Oversee compliance to legal regulations &amp; municipality regulations.</li><li>Direct and educate the employees in matters of quality and inspection, and assist in disciplining and training personnel when standards are not met, and ensure operations running up to standard.</li><li>To oversee staff to ensure conformity to our steps, script adherence vis- a- vis client interaction, database capturing, train them in the right direction, ensure customer satisfaction and drive the creative direction of the spas.</li><li>Investigate and handle service-related customer complaints to ensure a positive outcome and customer satisfaction &amp; training at spa-level to ensure the incident does not repeat and</li><li>Ensure staff are properly trained as to minimize customer complaints and ensure the best standards provided.</li><li>Ensure the spas are in compliance with the branding standards and all the brand policies are always complied with.</li><li>Supervise daily spa operations to ensure cleanliness, maintenance, and service standards are upheld to maximize spa output in line with company standards and sales targets.</li><li>Ensure staff conforming to uniforms and overall look and presentability in line with Bellacure Beauty Lounge standards.</li><li>Ensure spa is operating smoothly across all shifts and peak hours and work closely with the Operation manager to highlight any issues compromising spa operation.</li><li>Identify sales/services opportunities to senior management that will enhance the spa output and sales.</li><li>Handling customer complaints 24/7 and turn around incident reports must be dealt with promptly, with a response time within 24hrs.</li></ul><p>Job Types: Full-time, Permanent</p><p>Pay: AED1,895.00 - AED3,500.00 per month</p><p>Experience:</p><ul><li>customer sales: 3 years (Preferred)</li><li>spa management: 3 years (Preferred)</li></ul><p>Language:</p><ul><li>English (Required)</li></ul><p>Application Deadline: 30/11/2025<br/>Expected Start Date: 12/11/2025</p>

Female Senior Receptionist *Spa/Hospitality Experience required*

GE HealthCare

<div><h1 class="jobSectionHeader"><b>Job Description Summary</b></h1>
Africa Customer Experience Leader is responsible for the definition and execution of the customer satisfaction and experience programs across Africa. This role drives Customer Service Center Processes, Customer Experience and Customer Problem/Complaint Escalation Processes and Programs, FMI execution and Recall FMI linearity across Africa. It combines operational leadership, digital tool deployment, customer advocacy, training coordination, and strategic account support to ensure a seamless and impactful service experience.<p></p><h1 class="jobSectionHeader"><b>
Job Description</b></h1><h2 class="jobSectionHeader"><b>
Scope &amp; Strategic Focus</b></h2><ul><li>
Lead strategic initiatives to elevate service center excellence across Africa.</li><li>
Align processes, share best practices, and enhance agent performance visibility.</li><li>
Support the Product Service GM by connecting global and regional teams across commercial, product, service, and marketing functions.</li></ul><p></p><h2 class="jobSectionHeader"><b>
Customer Experience &amp; Escalation Management</b></h2><ul><li>
Drive escalation culture and execution, ensuring timely resolution of CSO cases.</li><li>
Manage CSO cases, coordinate cross-functional resolution, maintain documentation, and ensure compliant customer communication.</li><li>
Own customer experience and complaint escalation programs across Africa.</li><li>
Oversee Field Modification Instructions (FMI) execution, ensuring timely closure and regulatory compliance.</li><li>
Monitor long-open jobs and FMI actions to ensure resolution and satisfaction.</li><li>
Maintain customer satisfaction tools with updated action plans and statuses.</li><li>
Ensure process alignment and promote adherence to enhance service efficiency.</li><li>
Create visibility for management and teams to drive transparency and continuous improvement.</li><li>
Facilitate communication between regional and LCT teams on process changes and initiatives.</li></ul><p></p><h2 class="jobSectionHeader"><b>
Tools &amp; Systems Deployment</b></h2><ul><li>
Promote and coordinate deployment of GEHC digital CX tools (AgentX, myGEHC Experience, Genesys).</li><li>
Drive adoption and effective utilization across internal teams.</li></ul><p></p><h2 class="jobSectionHeader"><b>
Performance Monitoring &amp; Continuous Improvement</b></h2><ul><li>
Own and track key service center KPIs, including productivity and operational metrics.</li><li>
Lead CSAT process across Africa, ensuring consistent measurement and follow-up.</li><li>
Analyze feedback and resolution times to identify improvement opportunities.</li><li>
Drive continuous improvement initiatives for service and customer experience.</li></ul><p></p><h2 class="jobSectionHeader"><b>
Voice of the Customer</b></h2><ul><li>
Represent the operational voice of the customer, translating feedback into actions.</li><li>
Manage hot cases and maintain updated workflows and action plans.</li><li>
Escalate concerns from surveys and customer interactions.</li></ul><p></p><h2 class="jobSectionHeader"><b>
Cross-Functional Collaboration</b></h2><ul><li>
Partner with Parts &amp; Fulfilment to address parts-related issues impacting CX.</li><li>
Support MCTs with improvement actions and escalate critical issues.</li><li>
Advocate for customers in parts-related matters to ensure visibility and resolution.</li></ul><p></p><h2 class="jobSectionHeader"><b>
Training Coordination</b></h2><ul><li>
Track and coordinate EHS, quality, and technical trainings across Africa.</li><li>
Collaborate with MCTs to identify training needs and ensure compliance.</li><li>
Maintain training roadmaps aligned with installed base and service needs.</li></ul><p></p><h2 class="jobSectionHeader"><b>
Strategic Account Management</b></h2><ul><li>
Ensure hyper support for strategic accounts in collaboration with MCTs.</li><li>
Lead quarterly reviews focused on CX, escalations, and service delivery.</li><li>
Resolve strategic account escalations and ensure visibility to leadership.</li><li>
Monitor and engage proactively to protect satisfaction of high-value accounts.</li><li>
Define and improve service delivery processes for strategic customers.</li><li>
Advocate for CSL investments to support strategic account performance.</li></ul><p></p><h2 class="jobSectionHeader"><b>
Qualifications</b></h2><ul><li>
Bachelor&rsquo;s degree in Business, Engineering, or related field</li><li>
5+ years of experience in customer service operations, preferably in a regional or multi-country role</li><li>
Proven track record in escalation management and cross-functional coordination</li><li>
Strong understanding of service delivery processes and digital tools</li><li>
Excellent verbal, written and communication skills in English &amp; Arabic</li></ul><p></p><h2 class="jobSectionHeader"><b>
Preferred S</b><b>kills</b></h2><ul><li>
Experience with GEHC tools (AgentX, myGEHC Experience, Genesys) is a strong advantage</li><li>
Excellent communication and stakeholder management skills</li><li>
Analytical mindset with a focus on KPIs and continuous improvement</li><li>
Ability to work independently and lead initiatives across diverse teams</li></ul><p></p><h2 class="jobSectionHeader"><b>
Inclusion and Diversity</b></h2><p>
GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.</p><p>
Our total rewards are designed to fuel your ambition by providing the flexibility and support you need to turn your ideas into impactful realities. Our compensation and benefits align with what you'd expect from an organization of global reach and scale. You'll find yourself surrounded by career opportunities in a culture that fosters care, collaboration, and support.</p><p>
#LI-AK3</p><p></p><h1 class="jobSectionHeader"><b>
Additional Information</b></h1><div><div><div><div><div><div><div><p><b>
Relocation Assistance Provided: </b>No</p></div></div></div></div></div></div></div></div><p></p>

Customer Experience Leader, AFRICA

Al-Futtaim

<div><p><b>Job Requisition ID: </b>165826</p>
<p>Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A&rdquo;rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group&rsquo;s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.</p>
<p>By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.</p><div><br>
<b>
Overview Of The Role:</b></div>
<div>
The Resolution Group Leader ensures a seamless customer journey by offering an inspiring and rewarding customer experience for non-face-to-face contacts, focusing on fast and easy support to build trust in the IKEA Brand. The role gathers and leverages customer insights for continual improvement and supports strategic business planning activities within the organization. The leader oversees operational performance, drives budget adherence, and fosters a customer-centric culture through effective people management and adherence to health and safety protocols.</div><div><br>
<b>
What You Will Do:</b></div>
<div>
Performance Management</div>
<ul>
<li>Support and inspire a customer-focused culture in all non-face-to-face contacts to ensure a positive and seamless customer experience.</li>
<li>Challenge the IKEA organization based on customer support center experience to improve ways of working and identify new business opportunities.</li>
<li>Ensure prerequisites are in place to provide fast and easy resolution for customers when amendments are needed or if issues occur.</li>
<li>Secure and monitor department operations to meet global and national standards and policies.</li>
<li>Provide necessary insights and KPIs to business stakeholders to improve overall customer experience.</li></ul><br>
<div></div>
<div>
Cost Control</div>
<ul>
<li>Participate in yearly budgeting exercises and control costs related to the Resolution &amp; After Sales operation.</li>
<li>Provide information to the regional Home Delivery manager and other functions to ensure actions for continuous improvement based on customer feedback.</li></ul><br>
<div></div>
<div>
People Management</div>
<ul>
<li>Develop a succession plan to secure the future of the support center in line with competencies and IDP.</li>
<li>Train and develop Resolution Representatives &amp; After Sales coworkers.</li>
<li>Plan resources to achieve agreed KPIs and ensure customer satisfaction parameters are met.</li>
<li>Agree and follow up on yearly objectives for team based on business plans.</li></ul><br>
<div></div>
<div>
Health and Safety</div>
<ul>
<li>Secure ethical operations in compliance with internal procedures and H&amp;S routines.</li>
<li>Conduct regular checks to ensure coworkers are following safe procedures.</li>
<li>Ensure contingency plans are set and easy to implement when necessary.</li></ul><br>
<div></div>
<div>
Business Planning</div>
<ul>
<li>Conduct regular follow-ups to ensure business plan goals remain on track.</li>
<li>Support feedback and complaint management via PulseCX module.</li>
<li>Manage customer requests, complaints, questions, and compliments.</li></ul><br>
<div><br>
<b>Required Skills To Be Successful:</b></div>
<ul>
<li>Excellent communication skills and customer-centric orientation.</li>
<li>Strategic planning and thinking with effective analytical skills.</li>
<li>Proficiency in Microsoft Office and CRM platforms.</li>
<li>Leadership skills with strong people and time management capabilities.</li></ul><br>
<div><br>
<b>What Qualifies You For The Role:</b></div>
<ul>
<li>University Degree or equivalent within Retail or Hospitality.</li>
<li>Experience in working with CRM systems such as CRM 365, Navision, &amp; Genesys.</li>
<li>Bilingual proficiency in Arabic and English.</li>
<li>Minimum experience in a retail environment with a strong customer service focus.</li></ul><div><b><br>
</b></div><p>We&rsquo;re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.</p><br>
<p></p>
<p>Before you click &ldquo;apply&rdquo;: Please read the job description carefully to ensure you can confidently demonstrate <b>why</b> this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.</p><br>
<p></p>
<p>As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.</p></div><p></p>

Customer Support Centre Group Leader

AES Corporation

<p></p><div><p>Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a <b>Fortune 500 company</b> that's leading the charge in the global energy revolution. With operations spanning <b>14 countries</b>, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the <b>Top Ten Best Workplaces for Innovators</b> by Fast Company in 2022. And with our certification as a <b>Great Place to Work</b>, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.</p><p></p><p>
AES is proudly <b>ranked #1 globally</b> in renewable energy sales to corporations, and with <b>$12.7B in revenues in 2023</b>, we have the resources and expertise to make a significant impact as we provide electricity to <b>25 million customers worldwide. </b>As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as <b>24/7 carbon-free energy</b> for data centers, are setting the pace for rapid, global decarbonization.</p><p></p><p>
If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.</p><p></p><div><div><p><b>
Position Summary</b></p></div><div><p>
We are seeking a Customer Operations Support Team Leader who will be responsible for leading a team of technical trainers and quality assurance analysts. They will be responsible for driving the creation, maintenance, and delivery of accurate, role-specific training content for our Customer Service Representatives (CRM) and Billing &amp; Revenue Agents (SAP ISU). This is a working leader role requiring deep technical expertise in SAP ISU and CRM systems, combined with instructional design capabilities and leadership experience. This leader will also be responsible for the Quality Assurance program to ensure the quality of customer interactions.</p></div><p></p><div><p><b>
Responsibilities</b></p></div><div><p>
Content Development &amp; Maintenance</p></div><div><ul><li><p>
Design, develop, and maintain technical training content for SAP ISU and CRM systems.</p></li></ul></div><div><ul><li><p>
Ensure training materials are accurate, up-to-date, and aligned with system functionality and business processes.</p></li></ul></div><div><ul><li><p>
Translate complex system workflows into digestible, role-based learning modules.</p></li></ul></div><div><p>
Training Strategy &amp; Execution</p></div><div><ul><li><p>
Collaborate with operations, IT, and subject matter experts to identify training needs and gaps.</p></li></ul></div><div><ul><li><p>
Lead the development of onboarding and continuous learning programs for Customer Service and Billing &amp; Revenue teams.</p></li></ul></div><div><ul><li><p>
Implement best practices in adult learning and instructional design.</p></li></ul></div><div><p>
Communications</p></div><div><ul><li><p>
Lead the drafting and delivery of clear, timely, and effective communications to call center and Billing and Revenue teams.</p></li></ul></div><div><ul><li><p>
Ensure messaging supports training initiatives, system changes, and operational updates.</p></li></ul></div><div><ul><li><p>
Collaborate with stakeholders to align communications with business goals and employee needs.</p></li></ul></div><p></p><div><p><br>
System Expertise</p></div><div><ul><li><p>
Serve as the in-house expert on SAP ISU and CRM functionality as it relates to customer operations.</p></li></ul></div></div><div><div><ul><li><p>
Participate in system upgrades, testing, and change management to ensure training content reflects current system capabilities.</p></li></ul></div><div><p>
Quality Assurance</p></div><div><ul><li><p>
Maintain a comprehensive quality assurance framework aligned with organizational goals and customer experience standards.</p></li></ul></div><div><ul><li><p>
Analyze QA data to identify systemic issues and lead cross-functional initiatives to improve service delivery and customer satisfaction</p></li></ul></div><div><ul><li><p>
Use insights from QA trends to inform strategic decisions, process enhancements, and training programs.</p></li></ul></div><div><p>
Team Leadership</p></div><div><ul><li><p>
Provide mentorship and professional development opportunities to their team, ensuring consistency and excellence training and evaluation programs.</p></li></ul></div><div><ul><li><p>
Set clear goals, provide feedback, and ensure high-quality output from the team.</p></li></ul></div><div><ul><li><p>
Foster a culture of continuous improvement and excellence.</p></li></ul></div><p></p><div><p><br>
Cross-Functional Collaboration</p></div><div><ul><li><p>
Partner with IT, business analysts, and operational leaders to ensure training and QA aligns with system changes and business priorities.</p></li></ul></div><div><ul><li><p>
Support performance improvement initiatives through targeted training interventions.</p></li></ul></div><p></p><div><p><b><br>
Education / Experience (Required)</b></p></div><div><ul><li><p>
Bachelor&rsquo;s degree in business, Information Systems, Education, or related field (or equivalent experience).</p></li></ul></div><div><ul><li><p>
Minimum 5 years of experience in SAP ISU and CRM systems within a utility or similar industry.</p></li></ul></div><div><ul><li><p>
Proven experience developing technical training content and leading training initiatives.</p></li></ul></div><div><ul><li><p>
Strong understanding of customer service and billing operations in a regulated utility environment.</p></li></ul></div><div><ul><li><p>
Experience with instructional design tools and learning management systems (LMS).</p></li></ul></div><div><ul><li><p>
Experience developing and maintaining QA programs.</p></li></ul></div><div><ul><li><p>
Excellent communication, facilitation, and project management skills.</p></li></ul></div><div><ul><li><p>
Demonstrated ability to lead and develop a high-performing team.</p></li></ul></div></div><p></p><div><div><p><b><br>
Preferred </b><b>S</b><b>kills and </b><b>E</b><b>xperience</b></p></div><div><ul><li><p>
Familiarity with adult learning principles and training evaluation methodologies.</p></li></ul></div><div><ul><li><p>
Familiarity with developing or maintaining QA evaluations and guidelines, preferably with AI incorporation</p></li></ul></div><div><ul><li><p>
Prior experience in a utility undergoing digital transformation or system implementation.</p></li></ul></div></div><p></p>
AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.</div><p></p>

Customer Operations Support Team Leader-1

Vixxo

<div><p><b>Senior Leader, Service Provider Management</b></p>
<p>
Location: Dallas, TX<br>
Reports To: Chief Operating Officer</p>
<p>
 <b>Overview:</b></p>
<p>
As the Senior Leader of Service Provider Management at Vixxo, you will architect and lead the national strategy for our 4,000+ strong network of third-party service providers across Retail, Convenience, Grocery, and QSR verticals. In our asset-light business model, this role is foundational to how we scale profitably, deliver industry-leading service, and create value for both customers and providers.</p>
<p>
This position is more than vendor management &mdash; it's about curating a professional network of delivery partners akin to channel ecosystems in the technology space. You'll be responsible for transforming this network into a competitive differentiator, enhancing operating margins, and positioning Vixxo as the partner of choice for top-tier trades professionals across the country.</p>
<p>
This leader will also partner closely with Strategic Sourcing to align on national provider strategies, rate structures, supply chain scalability, and margin optimization. Together, you will ensure our provider network delivers both operational excellence and commercial value.</p>
<p>
 <b>Key Responsibilities:</b></p>
<ul>
<li>Strategic Provider Network Management</li>
<li>Develop and execute the strategy for recruiting, curating, and retaining a high-performing, professional network of service providers aligned to Vixxo's verticals and client footprint.</li>
<li>Establish a partner-centric culture where trades professionals seek to work with Vixxo due to:</li>
<li>Access to iconic brand-name customers</li>
<li>Consistent, reliable work</li>
<li>Competitive and timely payment terms</li>
<li>Supportive relationship management</li>
<li>Growth and scale opportunities within their trade</li>
<li>Two-Sided Marketplace Development</li>
<li>Drive the evolution of Vixxo's provider ecosystem into a scalable, two-sided marketplace, where demand and supply are intelligently matched to maximize value for both customers and providers.</li>
<li>Collaborate with Solutions, Technology, and Marketing to build platform capabilities that promote provider visibility, empower self-service, and optimize service delivery outcomes.</li>
<li>Margin &amp; Performance Optimization</li>
<li>Lead initiatives that enhance gross margin through rate optimization, scope alignment, tiered provider structures, and performance accountability.</li>
<li>Partner with Strategic Sourcing to refine rate strategies, contract terms, and sourcing frameworks to drive network efficiency and margin growth.</li>
<li>Develop robust KPI frameworks and service-level agreements to ensure quality, timeliness, and cost-effectiveness of service delivery.</li>
<li>Cross-Functional Leadership</li>
<li>Partner with Customer Success, Operations, Sales, Finance, and Strategic Sourcing to align provider strategy with contract expectations, geographic expansion, and client goals.</li>
<li>Lead and develop a team of recruiting &amp; sourcing, relationship management, and operational professionals across the country.</li>
<li>Provider Sourcing &amp; Market Coverage</li>
<li>Design sourcing and expansion strategies to ensure optimal provider coverage and capability in key markets and emerging geographies.</li>
<li>Build scalable processes for onboarding, credentialing, and engagement that maintain high professional standards and operational readiness.</li>
<li>AI-First Leadership</li>
<li>Champion an AI-first approach across Service Provider Management, ensuring automation and predictive analytics are integrated into core processes.</li>
<li>Lead the development of AI-assisted sourcing and engagement tools to streamline provider onboarding, credential verification, and capacity planning.</li>
<li>Foster a culture of data-informed decision-making, where AI insights guide strategic actions related to margin management, coverage optimization, and customer experience.</li>
</ul>
<p> <b>Qualifications:</b></p>
<ul>
<li>10+ years of experience leading third-party service provider, channel partner, or subcontractor networks in an asset-light or distributed delivery business.</li>
<li>Demonstrated success in improving profitability by leveraging supply networks, optimizing delivery models, and building high-performance ecosystems.</li>
<li>Deep understanding of professional service provider relationship management, with the ability to scale trust-based, mutually beneficial partnerships.</li>
<li>Experience partnering with Strategic Sourcing, Procurement, or Supply Chain organizations to drive performance and commercial outcomes.</li>
<li>Background in facilities management, field services, or comparable industries (e.g., logistics, technology channel partnerships) is highly valued.</li>
<li>Proven ability to lead through influence across cross-functional teams and drive strategic change.</li>
<li>Bachelor's degree required; MBA or equivalent preferred.</li>
</ul>
<p> <b>Why Vixxo?</b></p>
<p>
We're creating a new standard for how facilities services are delivered. Through our two-sided marketplace model, we're empowering the best service providers in the industry with access to the best customers &mdash; and vice versa. This role is central to that vision. If you're a builder of networks, a driver of margin, and a champion for scalable excellence &mdash; with the ability to drive strategic alignment across sourcing and operations &mdash; we want to talk to you.</p></div><p></p>

Senior Leader, Service Provider Management

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