vice president of customer service

Magid Glove & Safety

<div><div>What Matters at Magid? YOU do!</div> 
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&quot;The number one key to growth is having good people and that&rsquo;s what has driven us at every stage of the game.&quot; - Greg Cohen, CEO</div> 
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At Magid Glove and Safety, we're honored to be recognized as a Top U.S. Workplace. This is a reflection of our passion for keeping workers safe and our commitment to fostering an innovative, collaborative environment where diversity is celebrated, people feel valued and supported, and growth never stops.</div> 
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Are you a transformational leader ready to redefine what exceptional customer experience looks like? At Magid, we&rsquo;re searching for a Vice President of Customer Experience (CX) who can inspire, innovate, and elevate how we serve our customers&mdash;today and into the future.</div>
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<div>This role is for a dynamic, people-first leader who has proven success managing up, across, and down. You&rsquo;ll bring curiosity and flexibility when partnering with senior leaders, empathy and influence when leading across departments, and a passion for building a culture of accountability, ownership, and continuous improvement&mdash;all while keeping work engaging and fun.</div>
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<div>As Magid looks ahead, we&rsquo;re focused on building the next chapter of how we serve our customers&mdash;one that&rsquo;s simpler, smarter, and more connected. The VP, CX will play a key role in shaping that future, helping our teams strengthen relationships, improve how we work, and find better ways to deliver a great experience every time. Working side by side with Customer Service, Inventory Services, Field Service, and Account Management, this leader will help create a customer experience that&rsquo;s reliable, easy, and true to Magid&rsquo;s spirit of care, quality, and continuous improvement.</div>
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<div>If you&rsquo;re energized by leading through people, rolling up your sleeves to demonstrate what great looks like, transforming insights into action, and shaping a customer experience that drives loyalty, innovation, and growth, we invite you to bring your vision&mdash;and your voice&mdash;to Magid.</div> 


What You Wil Do:
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Develop and execute a forward-looking customer experience strategy that not only delivers excellence today but also builds the foundation to scale and grow with Magid&rsquo;s future needs.</li><li>
Establish and monitor meaningful metrics to measure customer satisfaction, team performance, and the organization&rsquo;s ability to support sustainable growth.</li><li>
Deliver insights from customer data and feedback across all service departments, using these to shape business decisions and drive continuous learning in service quality.</li><li>
Standardize core processes and partner with IT to design and implement technology solutions that improve efficiency, enhance responsiveness, and strengthen the overall customer journey.</li><li>
Partner with the executive team to address systemic challenges that create barriers for customers or impede accurate, timely order fulfillment.</li><li>
Analyze historical performance and market trends to anticipate future needs, ensuring CX capabilities, staffing, and resources are aligned to support sales growth and evolving customer expectations.</li><li>
Ensure all CX teams are equipped with the right tools, training, and resources to consistently deliver on business objectives and customer commitments.</li><li>
Foster a strong OneMagid culture that inspires collaboration, accountability, and engagement, creating an environment where people can do their best work.</li><li>
Build and develop a high-performing, future-ready team with clear succession plans to ensure long-term organizational strength and leadership continuity.</li></ul> 
What You Need:
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Deep commitment to fostering a customer-first culture across departments that also empowers team members to thrive.</li><li>
Experience implementing process improvements and technology solutions to enhance efficiency, service quality, and scalability.</li><li>
Experience designing and scaling customer experience initiatives</li><li>
Analytical and data-driven decision-maker with the ability to use customer insights and trends to inform business strategy.</li><li>
Skilled at executive-level collaboration, influencing cross-functional peers, and resolving systemic challenges that impact customer experience.
</li><li>Ability to balance customer satisfaction with operational and financial objectives</li><li>
Expertise in order fulfillment, logistics coordination, and customer service operations</li><li>
Experience with service-level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics (e.g., NPS, CSAT, CES)</li><li>
Strong track record of building, scaling, and leading high-performing teams, including succession planning and leadership development.</li></ul> 


Experience/Education:
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Proven senior level leadership experience in customer experience, customer success, or related functions, ideally in a growth-oriented company.</li><li>
Bachelor&rsquo;s degree required; MBA or advanced degree preferred.</li><li>
10+ years of leadership experience in customer experience, client success, or related roles, ideally in manufacturing, logistics, or PPE industries.</li><li>
Proven experience managing customer experience in both B2B and distribution contexts.</li><li>
Strong operational understanding of supply chain and manufacturing processes.</li><li>
Exceptional communication, leadership, and strategic thinking skills.</li></ul> 


Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training, geographic location, additional qualifications such as licensure or certifications, market factors, and responsibilities. 


Magid offers a variety of benefits to our team members including:
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Health, dental, vision, life and disability insurance</div></li><li><div>
Bonus plan</div></li><li><div>
401k retirement plan with company match</div></li><li><div>
Company provided Profit Sharing</div></li><li><div>
Participation in Magid Paid Time Off (PTO) Policy</div></li><li><div>
9 Paid Holidays</div></li></ul><div>
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Press Apply now to join us on our mission to keep workers safe.</div> 
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And follow our social media to see how we make a difference and have fun!</div> 
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Website: www.magidglove.com</div>
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Career site: https://www.magidglove.com/careers-in-safety</div>
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YouTube: https://www.youtube.com/@MagidGlove</div>
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LinkedIn: https://www.linkedin.com/company/magid-glove-&amp;-safety/</div></div> 
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<div>Magid Glove and Safety is a leading manufacturer and distributor of safety products and head-to-toe personal protective equipment (PPE). Over the last 78+ years, Magid has developed numerous innovative products that have revolutionized the safety industry, and we have played a significant role in enhancing safety standards worldwide.</div> 
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<div>Magid is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.</div></div>

Vice President Customer Experience

Mobileum

Overview Mobileum, a global leader in telecommunications analytics, roaming, security, and customer engagement solutions, is seeking a highly strategic Vice President of Customer Success & Growth.This role is responsible for driving expansion within key accounts and identifying new business opportunities to accelerate Mobileum's growth. Reporting directly to the Key Account Manager, the VP will serve as a trusted advisor to senior customer stakeholders, uncovering pain points and aligning Mobileum's product portfolio-spanning fraud management, network security, roaming, and analytics-to deliver transformative solutions.The position requires engaging across all levels of the customer organization, ensuring solutions deliver measurable value. The VP will coordinate high-quality engagement throughout the sales and post-sales lifecycle, collaborating with Delivery, Support, Product Management, Engineering, and Managed Services teams to address challenges and enhance customer experience. Establishing KPIs to demonstrate product utilization, customer satisfaction, and value creation is essential for fostering long-term relationships and unlocking growth potential. Key Responsibilities <ul><li>Strategic Account Growth : Identify and pursue new revenue opportunities, expanding Mobileum's footprint beyond renewals and driving non-recurring business across business units. Conduct discovery to uncover customer pain points and align solutions like Active Intelligence, RAID, and SITE to address needs in fraud prevention, 5G security, roaming, and customer experience.</li><li>Senior-Level Engagement : Build relationships with C-level executives and senior decision-makers, positioning Mobileum as a strategic partner. Present tailored value propositions to secure buy-in for expansion initiatives.</li><li>Cross-Organizational Leadership : Engage customers at all levels to ensure seamless adoption and utilization of Mobileum's products. Act as the central point of contact within Mobileum, coordinating with internal teams to deliver exceptional experiences.</li><li>Customer Success & Value Creation : Champion customer needs internally, collaborating to resolve issues and enhance product offerings. Develop strategies to maximize adoption and drive tangible business outcomes.</li><li>Performance Measurement & Improvement : Define and monitor KPIs related to product utilization, customer experience, and value creation. Present metrics demonstrating ROI, fraud reduction, and revenue uplift to reinforce Mobileum's impact.</li><li>Sales and Post-Sales Orchestration : Collaborate during the sales process to close deals and ensure smooth transitions to support, advocating for customer priorities and aligning with Mobileum's roadmap.</li></ul> Qualifications & Skills <ul><li>Experience : 10+ years in customer-facing, strategic sales or account management within telecommunications, SaaS, or tech sectors, with a proven growth record. 5+ years engaging with C-level executives, preferably in telco or cybersecurity.</li><li>Desirable Experience : Telecom industry or analytics / security solutions experience (e.g., fraud management, network security, roaming).</li></ul> Skills <ul><li>Exceptional ability to translate customer pain points into solutions using a technical product portfolio.</li><li>Strong leadership and collaboration skills, rallying cross-functional teams to meet customer needs.</li><li>Expertise in defining and tracking KPIs with a data-driven approach.</li><li>Outstanding communication and presentation skills, influencing senior leadership and building trust.</li></ul> Education & Attributes <ul><li>Bachelor's degree in Business, Technology, or related; MBA preferred.</li><li>Strategic thinker with a growth mindset, customer-obsessed, results-oriented, thriving in dynamic environments.</li></ul>

Vice President of Customer Success & Growth

Innovapptive Inc

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 Location: Hyderabad, India
 
 
 Employment Type: Full-Time; Salaried
 
 
 Compensation: Base Salary, Bonus, Stock Options, Medical
 
 
 
 Job Description
 
 
 
 About Us:
 
 
 Innovapptive is a category-defining SaaS company building the world&rsquo;s most advanced AI-powered Connected Worker Platform for the industrial sector. Headquartered in Houston, TX, and backed by Vista Equity Partners, Innovapptive is on a mission to reimagine how industrial work gets done &mdash; connecting frontline workers, back-office systems, and assets in real time to drive higher safety, reliability, and productivity.
 
 
 Our platform is trusted by some of the world&rsquo;s largest enterprises &mdash; including Shell, Hess, Cenovus Energy, W.R.Grace, Westlake Chemicals, UNICEF, Kimberly Clark, Scott Miracle Gro, and Newmont Mining to name a few, and across chemicals, energy, mining, and manufacturing industries. These customers have achieved tangible, hard-dollar results, such as:
 
 
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 Over $40 million in annual EBITDA savings at a single enterprise
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 10&times; frontline productivity improvements through mobile-first and AI-enabled workflows
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 15&ndash;20% maintenance cost reductions and significant uptime gains across plants and sites
 
 
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 Innovapptive is recognized by leading industry analysts for its differentiated value creation model:
 
 
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 Named a Leader in the Frost &amp; Sullivan Industrial Connected Worker Radar
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 Featured by Gartner in &ldquo;Connected Factory Worker&rdquo; research and the Hype Cycle for Manufacturing Operations Strategy
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 Cited by LNS Research for delivering 3&ndash;5&times; greater value than point solutions through unified OT&ndash;IT execution, AI/vision innovation, and field-proven ROI
 
 
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 Our growth is backed by Tiger Global Management and Vista Equity Partners, one of the world&rsquo;s premier software investors, known for scaling high-performance SaaS companies. Together, we are building the next-generation AI Powered Connected Worker Platform, combining cutting-edge technologies &mdash; SLM&rsquo;s, Generative AI, Computer Vision, and Intelligent Orchestration &mdash; into a unified system that transforms plant operations globally.
 
 
 Today, with over 300+ employees across the U.S., India, and ANZ, Innovapptive stands at a pivotal inflection point: with an ambition to scale to $100M ARR within the next 3-4 years by industrializing every aspect of our product, engineering, and customer delivery systems.
 
 
 The Role
 
 
 The Vice President of Customer Success will own the charter of transforming customer relationships from reactive support to strategic value creation. This is not a traditional SaaS Customer Success role &mdash; it is a strategic advisory and solutioning leadership position that combines deep industry expertise, problem solving, and functional credibility across maintenance, reliability, operations, and supply chain.
 
 
 The VP will guide customers through their operational transformation journey using Innovapptive&rsquo;s Value360 Playbook, helping them identify bottlenecks, eliminate adoption blockers, and achieve measurable financial and operational outcomes.
 
 
 This leader will directly engage with frontline workers, supervisors, planners, and site directors, translating plant-level problems into digital, process, and behavioral solutions that drive adoption, renewal, and expansion.
 
 
 What You Bring to the Team:
 
 
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 Bachelor's Degree in Engineering, Computer Science, or related field
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 3&ndash;5 years&rsquo; hands-on experience in Demo Engineering / Pre-Sales Technical Support
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 Hands-on experience of working in ERP/CMMS platforms (SAP PM, IBM Maximo preferred)
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 Expertise in working as a demo engineer with any of the SaaS organizations is highly preferred
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 Solid problem-solving and troubleshooting skills
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 Minimum of 1 year of Pre-sales or Solution Engineering experience in Products/Consulting/Solutioning Organization
 
 
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 Impact You&rsquo;ll Make
 
 
 Strategic Customer Leadership
 
 
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 Serve as a strategic advisor to executive sponsors, plant managers, and maintenance leaders, helping them achieve reliability, safety, and cost-reduction goals
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 Build a customer success framework anchored in operational excellence and financial value realization, not ticket closure or NPS alone
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 Use Innovapptive&rsquo;s Value360 methodology to baseline customer operations, identify opportunities for improvement, and build transformation roadmaps
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 Lead executive value reviews (QBRs) focused on ROI, cost savings, and throughput improvements rather than feature adoption alone
 
 
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 Problem Solving &amp; Solutioning
 
 
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 Diagnose customer pain points and design To-Be processes leveraging Innovapptive&rsquo;s product modules across Operations, Maintenance, and EHS
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 Collaborate with Product and Solutions Engineering to create tailored configurations or process changes to accelerate adoption
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 Remove adoption blockers proactively &mdash; whether they&rsquo;re process, people, or technology related
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 Guide customers to realize tangible business outcomes, not just usage metrics
 
 
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 Expansion &amp; Value Growth
 
 
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 Partner with Sales to identify cross-sell and upsell opportunities driven by Value360 findings and customer maturity stages
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 Develop business cases that tie additional modules or expansions directly to quantifiable financial and operational outcomes
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 Create repeatable value-realization stories that become proof points for other accounts
 
 
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 Leadership &amp; Execution Excellence
 
 
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 Build and lead a world-class Customer Success organization that blends customer advisory, domain expertise, and commercial acumen
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 Coach CSMs to act as trusted consultants &mdash; capable of diagnosing customer processes, advising on optimization, and driving accountability
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 Define and enforce a governance cadence with documentation, RCA reports, adoption dashboards, and value scorecards
 
 
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 What You Bring to The Team
 
 
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 15+ years of experience in Customer Success, Professional Services, or Value Advisory within industrial SaaS, EAM, or operations technology platforms
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 Deep domain expertise in Maintenance, Reliability, Operations, and EAM &mdash; ideally having worked with or around SAP PM, IBM Maximo, Infor, Oracle, or AspenTech
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 Proven ability to bridge shop-floor operations and C-suite transformation goals, speaking both the language of reliability engineers and business executives
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 Strong analytical and financial fluency &mdash; able to link operational improvements to EBITDA impact, OEE gains, or maintenance cost reductions
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 Experienced in leading distributed, global Customer Success teams serving enterprise industrial customers ($500K&ndash;$5M ARR accounts)
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 Hands-on, structured, and data-driven; capable of designing playbooks, templates, and governance systems from scratch
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 Inspirational leader with the gravitas to influence customer executives and mentor high-potential CSMs
 
 
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 Success Metrics (FIRST 90-180 Days)
 
 
 Metric
 
 
 Target
 
 
 
 Description
 
 
 
 GRR (Gross Revenue Retention)
 
 
 &gt;95%
 
 
 Retain customer ARR via proactive success planning &amp; adoption
 
 
 NRR (Net Revenue Retention)
 
 
 &gt;115%
 
 
 Cross-sell and upsell based on Value360 outcomes
 
 
 Adoption Rate
 
 
 &gt;85% active users
 
 
 Measured across maintenance, operations &amp; inventory apps
 
 
 Customer Value Realization
 
 
 Quantified per account
 
 
 Link adoption to cost take-out, reliability, safety gains
 
 
 NPS (Net Promoter Score)
 
 
 &gt;20
 
 
 Maintain high satisfaction &amp; advocacy
 
 
 What Success Looks Like in First 12 Months?
 
 
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 10&ndash;15 strategic accounts delivering quantified operational value (cost savings, reliability gains, productivity improvement)
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 A documented, standardized Customer Success Operating System built around the Value360 framework
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 Renewals and expansions driven by ROI storytelling and measurable impact, not feature usage alone
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 A high-performing team that blends domain advisory, commercial acumen, and execution discipline
 
 
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 Why does this Role Matter?
 
 
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 Backed by Tiger Global Management and Vista Equity Partners, the world&rsquo;s leading software investor
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 Recognized by Frost &amp; Sullivan, Gartner, and LNS Research as a Connected Worker leader
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 Unique opportunity to build and scale a Value-First Customer Success function that directly influences customer EBITDA
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 Partner with global industrial enterprises on high-impact transformation initiatives &mdash; from plant floor to boardroom
 
 
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 What We Offer:
 
 
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 A positive, open, and highly-innovative environment and team
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 Entrepreneurial spirit with unlimited opportunity to grow
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 Opportunity to work with leading global brands on exciting and impactful projects
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 Competitive Base Pay
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 Best of plan on Vacation &amp; Paid Time Off
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 Provision of Medical Insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws
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 Paid Maternity and Paternity leave
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 Bi-annual reviews to ensure transparency and promoting high performance culture
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 OKR Driven Performance Development Environment
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 Learning &amp; Development - access to wide range of e-Learning courses (technical, Product, Process, etc.,)
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 A host of Interest Groups/Clubs for Book Reading, Toastmasters, Sports - Cricket, Volleyball, Throw-ball, Badminton, TT, Music
 
 
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 Innovapptive does not accept and will not review unsolicited resumes from search firms.
 
 
 Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.
 
 
 Powered by JazzHR
 
 
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Vice President of Customer Success

Metropolitan Transportation Authority

<div>Description 
 
Job Information 
Title: Chief Officer, Investigations &amp; Compliance 
First Date of Posting: 11.07.2025 
Last Date of Posting: Open until filled. 
Authority: TA/OA 
Department: Safety and Security 
Division/Unit: System Safety 
Reports to: Vice President, System Safety 
Work Location: 2 Broadway New York, NY 
Hours of Work: As required. 
 
Compensation: 
Salary Range: $137, 914- $ 189,130 (Executive/1096) 
 
Responsibilities: 
Direct and oversee bus and rail operational projects and provide technical expertise and counsel to the Senior Vice President, Safety and Security and the Vice President of Office of System Safety (OSS). Major responsibilities encompass directing the rail and bus Investigations Divisions, resolving safety-related issues with union safety contacts, and coordinating OSS cross divisional operations-related projects involving practices, equipment, and systems. Responds to major system incidents 24 hours/7 days per week and acts on behalf of the Vice President on day-to day operational safety matters and critical operational task forces, work groups, and partnering projects. Through participation in these functions, the Chief Officer seeks to ensure that customer and employee safety is optimized by incorporating sound system safety practices. 
 
Direct the response and investigation of rail and bus accidents, employee fatalities, and potential employee contact (PEC) near miss incidents on a 24 hour / 7 day per week basis. Prepare highly sensitive, comprehensive technical investigation reports to identify causal factors and develop and oversee completion of recommendations with consideration for the feasible safe operation of the agency to prevent recurrence, which requires in-depth working knowledge of each division's complex maintenance, testing and inspection procedures, operating practices, rules, regulations, and sound safety management techniques and policy. Also requires working knowledge of safety disciplines, accident investigation techniques, and system safety principles. 
Education and Experience: 
Baccalaureate degree required or an equivalent combination of education and experience may be considered in lieu of a degree and ten (10) years of experience of which six (6) years must have been in a managerial/supervisory/administrative capacity. 
 
Desired Skills: 
Extensive knowledge of Bus and Rail operations, safety disciplines, accident investigation techniques and system safety principles.
 
 
Other Information: 
Pursuant to the New York State Public Officers Law &amp; the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the &ldquo;Commission&rdquo;). 
 
Equal Employment Opportunity: 
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. 
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.</div>

Chief Officer Investigations & Compliance

Basharsoft

<div>Associate Vice President, Service Delivery and Services
 
Reports to: Senior Vice President, Site Delivery and Services. 
Direct reports: Site Operations, Operations Support, Talent Acquisition, HR Operations, Workplace Solutions, IT Site Support.<h2 class="jobSectionHeader">
About the Company</h2>
A global customer-experience (CX) and business process outsourcing leader with a broad international footprint across the Americas, Asia-Pacific, Australia and Europe. The company delivers omnichannel CX, BPO and digital solutions &mdash; including CX strategy, technology, analytics and work-at-home/resiliency services &mdash; for sectors such as telecommunications, retail, banking, travel and healthcare. The company guided by a people-centric culture (their motto &ldquo;TEAM is MoRe&rdquo; &mdash; Trust, Excellence, Accountability, Malasakit, Innovation, Meritocracy, Respect) and emphasizes continuous improvement, security and client partnership to drive measurable outcomes for customers.<h2 class="jobSectionHeader">
Job Overview</h2>
The Associate Vice President, Service Delivery and Services will lead and own site-level service performance across multiple functions (site operations, operations support, HR operations, talent acquisition, workplace solutions and IT site support). This senior leadership role is accountable for service excellence, operational optimization, people management, and financial stewardship. The role reports to the Senior Vice President, Site Delivery and Services, and partners closely with internal corporate functions and external stakeholders to deliver client-centric, data-driven outcomes and scalable service models.
Location &amp; Working Pattern: Office-based; 5 days a week; shifting schedules as required by operational needs.<h2 class="jobSectionHeader">
Key Responsibilities</h2>
Strategy &amp; Performance<ul><li>
Define and execute site-level service delivery strategy aligned with corporate goals and client requirements.</li><li>
Own SLAs, KPIs and performance dashboards; ensure targets are met or exceeded through continuous improvement and corrective action.</li><li>
Drive service optimization, upsell opportunities and operational scalability using data-driven insights.</li></ul>
Operations &amp; Delivery<ul><li>
Oversee site operations and operations support to ensure consistent, high-quality delivery across multi-site and multi-client environments.</li><li>
Implement and monitor contingency and business continuity plans to maintain uninterrupted service.</li><li>
Ensure strict adherence to governance, compliance, and data privacy requirements.</li></ul>
People &amp; Culture<ul><li>
Lead, coach and develop a high-performing leadership team across direct reports (Site Operations, Operations Support, Talent Acquisition, HR Operations, Workplace Solutions, IT Site Support).</li><li>
Implement workforce planning and capacity management practices to optimize FTE utilization and productivity.</li><li>
Drive employee engagement, performance management, succession planning and talent development programs.</li></ul>
Client &amp; Stakeholder Management<ul><li>
Maintain and strengthen relationships with key clients, government agencies and stakeholders to secure renewals, negotiate contracts and support business growth.</li><li>
Act as executive sponsor for strategic client initiatives and escalations; present performance and improvement plans to senior client stakeholders.</li></ul>
Financial Stewardship<ul><li>
Own P&amp;L responsibility for the site(s): forecasting, cost control, margin improvement and revenue optimization.</li><li>
Identify cost-efficiency opportunities and lead initiatives to improve profitability while maintaining service quality.</li></ul>
Transformation &amp; Risk<ul><li>
Lead transformation, process improvement and automation initiatives (Lean, Six Sigma, Agile approaches) to raise operational maturity.</li><li>
Anticipate operational risks and design mitigation strategies (risk management and business continuity planning).</li><li>
Oversee policy development and ensure timely senior management sign-off and regulatory compliance.</li></ul><h2 class="jobSectionHeader">
Required Qualifications &amp; Experience</h2>
Education<ul><li>
Bachelor&rsquo;s degree in Business Administration, Business Management, or a related field. (Master&rsquo;s degree preferred.)</li></ul>
Experience<ul><li>
Minimum 10 years&rsquo; experience in the BPO / CX industry, with at least 3 years in a senior leadership role (Director / Head level or above).</li><li>
Proven track record managing large-scale global service operations, multi-site environments, and multi-client engagements.</li><li>
Demonstrated P&amp;L ownership, financial forecasting and budget management experience.</li><li>
Strong background with operational metrics, SLAs, KPIs and performance improvement methodologies.</li></ul>
Skills &amp; Competencies<ul><li>
Strategic thinker with strong commercial acumen and data-driven decision-making skills.</li><li>
Excellent leadership, stakeholder management, and executive communication skills.</li><li>
Strong negotiation skills and experience in contract management / client commercial discussions.</li><li>
Proficient in developing dashboards and using performance analytics to drive insights and actions.</li><li>
High degree of composure, resilience and problem solving under pressure.</li></ul>
Preferred Certifications<ul><li>
Lean Six Sigma (Green/Black Belt), PMP or Agile certification is preferred.</li></ul></div>

Associate Vice President, Service Delivery and Services

Ministry of Education Dubai

Job Description Since the establishment of the union of the United Arab Emirates in 1971, education has received the utmost attention of the founding leader, Sheikh Zayed bin Sultan Al Nahyan, may Allah have mercy on him, and his founding brothers. They believed that education was the cornerstone of building an enabled community that could keep pace with the advancements. Over the past decades, the wise leadership of the country was keen on building an educational system that matched its counterparts in the advanced nations. It harnessed for this purpose all the required capabilities, to achieve the country's agenda and national vision in this regard. Sincere efforts have also been made to develop education and adopt the best systems that achieve high-quality education outputs, to achieve the future visions and aspirations of the wise leadership. Since investing in human capital is the main objective, the UAE has been keen on establishing the Ministry of Education and creating the appropriate environment to build pioneering Emirati schools, in terms of standards, form, and content they provide. It also made sure that such schools provided high-quality educational environment and owned the most technically advanced tools to be able to graduate generations that could pursue their university education confidently in higher education institutions to fulfil the requirements of labour market. The MOE has also provided a smart learning system and high-quality digital platforms, side by side with the continuous development of school curriculums, according to national learning standards, assessment policy that is based on assessing for learning, and highest quality standards that match the best international practices. Various learning tracks, moreover, have been provided to support the capabilities and skills of students and achieve the country's strategy of encouraging the culture of creativity and innovation through providing the students with the skills of the 21st century and motivating them to have new ideas that relate to the reality they live in and foresee the future. This will eventually help in finding radical, sustainable solutions to the major issues, improving competitiveness, and supporting smart government in its attempts to keep pace with global advancements, advance education, and push it to broad horizons of excellence, leadership, and competitiveness. Department Definition: Director of Customer Services to lead and oversee the operations of Call Centre Operations, Customer Happiness Centre Operations, and Service Quality &amp; Continuous Improvements sections. The role focuses on ensuring exceptional customer experiences, optimizing operations, and driving continuous improvements across all service channels. Main Job Duties &amp; Responsibilities: Call Centre Operations Section: - Oversee the Call Centre Operations, ensuring efficient and timely handling of customer inquiries. - Develop and implement strategies to improve call response time, first-call resolution, and overall customer satisfaction. - Monitor performance metrics, such as Average Handling Time (AHT) and service level adherence, to achieve organizational targets. - Provide leadership and support to call center teams through training, coaching, and performance monitoring. - Leverage technology and tools to enhance operational efficiency and automate call center processes. Customer Happiness Centre Operations Section: - Ensure Customer Happiness Centers deliver high-quality, customer-centric services aligned with organizational values. - Streamline operations to reduce waiting times, optimize workflow, and ensure timely resolution of inquiries. - Develop initiatives to improve customer experience and achieve high satisfaction rates. - Monitor and analyze customer feedback to identify trends, gaps, and opportunities for service enhancement. - Collaborate with internal departments to resolve systemic issues impacting customer happiness. Service Quality &amp; Continuous Improvements Section: - Develop and implement frameworks for monitoring service quality across all customer service channels. - Define and track Key Performance Indicators (KPIs) to measure and enhance service performance. - Drive continuous improvement initiatives by analyzing processes, identifying inefficiencies, and implementing solutions. - Conduct regular audits and evaluations to ensure compliance with organizational standards and service policies. - Leverage customer satisfaction surveys and feedback to implement targeted improvements. - Foster a culture of innovation and excellence to consistently improve service delivery and operational performance. Skills - 15+ years of experience in customer service operations, proven expertise in managing call center operations, customer happiness centers, and service quality improvements. - A bachelor s or master s degree within business administration, Customer Service Management, or within a relevant field. - Customer Service Platforms: Expertise in implementing and overseeing customer service management systems (e.g., CRM tools like Salesforce, Zendesk, or Microsoft Dynamics). - Performance Monitoring Systems: Strong ability to analyze metrics and dashboards for service quality, such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT). - Process Improvement Frameworks: Familiarity with methodologies like Six Sigma or Lean Management to enhance operational workflows. - Customer Service Excellence: Ability to deliver high-quality customer service, with a strong commitment to customer satisfaction. - Performance Optimization: Skilled in optimizing call center and in-person service operations to improve efficiency and customer satisfaction. - Problem Solving &amp; Escalation Management: Strong problem-solving skills with experience in orchestrating escalation management frameworks and resolving complex customer issues. - Leadership: Effective team leadership and management skills, fostering a positive and productive work environment. - Communication: Strong communication skills for effective collaboration with cross-functional teams and clear, empathetic customer interaction. - Speaking, Reading &amp; Writing English &amp; Arabic.

Director of Customer Service

Apparel  FZCO

Job Description&nbsp;
<ul>
 <li>Ensure efficient communication with brand, logistics, and operations teams to facilitate smooth coordination and information exchange.</li>
 <li>Coordinate with IT to resolve DC related issues promptly.</li>
 <li>Provide feedback to the brand regarding their shipments to improve processes and address concerns.</li>
 <li>Oversee FCL/LCL placement schedules for inbound and outbound, ensuring timely shipment arrivals/dispatch through stakeholder coordination and process enhancements.</li>
 <li>Manage daily inbound, outbound, order processing is planned efficiently and executed in a timely manner.</li>
 <li>Monitor the pending tasks report, take action on aging in receiving quantity, put away quantity, and sorter with past in-store dates. Ensuring timely resolution to optimize operational efficiency and maintain accurate records in the system</li>
 <li>Ensure all the DC SLAs are met without fail</li>
 <li>Provide timely feedback to the operations team to achieve 100Percent of assigned task&nbsp;</li>
 <li>Take ownership of DC report publishing in a timely manner</li>
 <li>Train the Operations staff on DC SOPs</li>
 <li>Ensure 5S in maintained in DC, identify wastes in processes and do continuous improvements to enhance productivity</li>
 <li>Consolidate and submit Value-Added Service (VAS) charges or any other charges on a monthly basis for Management Information System (MIS) purposes.</li>
 <li>Should have good understanding of DC processed and Hands on experience in Warehouse Management System (WMS)&nbsp;</li>
 <li>Plan, organize, record, communicate and report operational activities to customer, Line manager and other team members.</li>
</ul>
&nbsp;
Your Skills and Experiences
<ul>
 <li>Bachelor Degree in related field</li>
 <li>2+ years work experience in Retail or Supply Chain</li>
 <li>Advanced knowledge of MS Office (Excel, PowerPoint…) and analytics</li>
 <li>Very good verbal and written knowledge of English.&nbsp;</li>
 <li>A strong communicator who can understand and manage the requirements of customer&nbsp;</li>
 <li>A process minded person with strong planning and organizational skills</li>
 <li>Should have “can do” attitude and ready to learn new things</li>
 <li>Should be a problem solver and should have an analytical mind</li>
</ul>

Executive - Customer Service

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