Customer Operations and Technology Manager

Looking for a Customer Operations and Technology Manager in Lahore.

About HR Ways:

HR Ways is a Tech Recruitment Company that helps candidates like yours, make it into world's & Pakistan's largest & Top Product platforms. With HR Ways, your recruitment process becomes seamless as we connect you with top employers for quick interviews and easier than ever on-boarding process. We also help you get the best deals and 360 Analysis of the company that you'd like to join. And oh, we recently placed Engineers in Emirates & Ebay!

About the company we're hiring for Currently:

The company is a subscription e-commerce company for consumer tech. Every day, we set out to create a new standard for connectivity and access to the best technology tools for all.

Keeping ahead of the curve of consumer behavior, we offer our subscribers continuous access to the latest tech, with the flexibility to upgrade, switch brands, and return their devices all for a lower monthly cost than buying the same device.

Our proprietary devices services platform allows us to power the entire ecosystem, allowing us to build a circular economy by reusing, reselling, and recycling devices.

Established in 2016, as the first company of its kind, our team has grown to over 130 employees. Over the last 5 years, they have managed over 1 million service subscriptions across 25 cities, reaching 70% of GCC population and serving over 300K users, making us the largest device services platform in the GCC.

Founded in Dubai, a leading consumer electronics trading hub and home to the world's busiest international airport, we have access to world-class talent, over 3 billion prospective customers, and some of the largest used device markets globally.

Specialties

Device Protection, Super Warranty, OEM, B2B, Mobile After Sales Services, subscription, e-commerce, fintech, and insure-tech

Company Strength: 100+

Job Description:

Job Purpose:

The primary duty of this role is to build and put into place a structured customer care team including supporting processes and technological solutions.

Duties and Responsibilities:

• Develop and implement a strategic vision for the Customer Care department, and provide strategic guidance on customer care initiatives to senior management.

• Develop comprehensive system designs and blueprints for customer care technologies, ensuring alignment with organizational goals and future scalability.

• Evaluate and recommend the most suitable infrastructure for customer care systems.

• Customize customer care platforms to align with specific business processes and requirements.

• Lead the development of AI-driven chatbots and virtual assistants to enhance customer interactions.

• Develop and implement customer service policies and procedures (inclusive but not limited to scripts and automation workflows) to streamline customer care processes and reduce manual intervention.

• Collaborate with cross-functional teams (Analytics, Product, Tech/Dev, Finance, and Operations) to align customer care strategies with business goals.

• Hire, train, and mentor high-performing customer care teams for different geographies, businesses, and revenue lines.

• Lead day-to-day operations and inspire a team of customer care professionals, fostering a culture that embraces technological innovation and continuous improvement.

• Provide guidance and training to ensure the team is well-versed in utilizing and optimizing customer care technologies effectively.

• Develop training programs for customer care team members to ensure proficiency in using and troubleshooting technical systems.

• Stay informed of emerging technologies and industry trends, providing recommendations for technological advancements and improvements.

• Establish and implement advanced analytics tools to monitor and analyze customer care performance metrics, providing actionable insights for continuous improvement.

• Utilize data-driven approaches to optimize technical solutions and enhance the overall customer experience.

• Manage and ensure correct and effective communication both internally and externally.

Key Competencies/Skills:

• Proven experience in designing and implementing technological solutions for customer care.

• Experience in working with outsourcing or setting up BPO-related solutions for Customer Care teams in the GCC or adjacent geographies.

• Track record of leadership abilities and hands-on work required when building a new growth-oriented customer care function.

• Working experience with CRM systems (Zendesk, Odoo, Suite CRM, Zoho, SalesForce or other).

• Proficient in Google Workspace and Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.).

• Minimum 5 years experience in Sales/Telesales and BPO/ contact centers as a manager with 10 - 15 FTEs in two or more countries in the same space of time.

• Excellent written and verbal communication skills in English, and Arabic is a plus.

Working Days: Monday - Friday

Working Timings: 10 AM - 7 PM

Work Mode: Onsite

Experience: 5+years

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