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Senior Manager, Customer Service Leader

hace 2 meses

Chihuahua, Chihuahua, México Physiol A tiempo completo

**Job Summary**

The Customer Operations Director at Physiol is responsible for leading the Customer Service and Sales Operations teams for North America. This role requires developing and implementing a customer-centric strategy to deliver exceptional services to Physiol's customers.

**Key Responsibilities**

  • Develop and deliver the Customer Operations strategy in collaboration with the Global Head of Customer Operations.
  • Manage, coach, and train Customer Service Team Leads, Specialists, and Associates to drive continuous improvement and deliver exceptional customer service efficiently.
  • Build and maintain effective relationships with internal stakeholders to ensure alignment of business objectives.
  • Implement approaches to measure and monitor team performance, ensuring relevant training modules are completed and quality work is delivered to expected timelines.
  • Coach and develop the leadership team to prioritize workload, meet deadlines, and answer inquiries promptly.
  • Establish and drive analysis and timely production of reports, KPIs, and metrics to support business decisions.
  • Develop and support the Physiol culture by aligning and creating consistent processes across the globe.
  • Collaborate across functions and regions to drive a cohesive approach to customer experience across the organization.
  • Manage staff in accordance with organization's policies and applicable regulations, including planning, assigning, and directing work, appraising performance, and guiding professional development.

**Qualifications**

  • Fluent professional English and one other European core language is desirable.
  • Experience of leading teams managing indirect markets.
  • Excellent communication and interpersonal skills.
  • Excellent problem-solving skills with high energy and adaptability.