Head of Operations

7 months ago


Jakarta, Indonesia VIDA Digital Identity Full time

Jakarta, Jakarta

Work Type: Full Time

**Customer Support Management**:
- Develop and implement customer support strategies, policies, and procedures to ensure high-quality service delivery, as part of company wide Customer Success strategy.-
- Oversee customer support teams, including hiring, training, performance management, and resource allocation.-
- Monitor customer support metrics, such as response times, customer satisfaction scores, and issue resolution rates.-
- Identify areas for improvement in customer support processes and implement initiatives to enhance customer experience / customer success initiatives.**Customer Operations Management**:
Develop and execute strategies to optimize customer operations, including Reconciliation & Dispute Management, Customer Success, Data Processing, and Registration Authority.-
- Monitor and analyze operational performance metrics related to customer operations, identifying areas for improvement and implementing solutions.-
- Streamline processes to enhance operational efficiency and reduce costs while maintaining high levels of customer satisfaction.**Business Process Improvement (BPI)**:
- Lead BPI initiatives to identify and implement process improvements across customer support, customer success and operations functions.-
- Analyze existing processes, workflows, and systems to identify bottlenecks and areas of inefficiency.-
- Develop and implement process redesign strategies, leveraging best practices and innovative solutions.-
- Collaborate with stakeholders to ensure successful implementation and adoption of process improvements.**Strategic Planning**:
- Collaborate with senior executives to develop strategic goals and objectives for customer support, customer success, customer operations, and BPI.-
- Develop strategic initiatives and action plans to enhance customer satisfaction, operational efficiency, and business performance.-
- Monitor progress towards strategic goals, evaluate results, and make necessary adjustments.**Cross-Functional Collaboration**:
- Work closely with other department heads, such as Product, Sales, Marketing, IT Infra, Engineering, etc, to align strategies and goals.-
- Foster collaboration and communication among cross-functional teams to ensure the effective execution of initiatives.-
- Coordinate and lead cross-functional projects, ensuring successful implementation and integration.**Performance Monitoring and Reporting**:
- Establish OKR for customer support, customer operations, and BPI initiatives.-
- Monitor and analyze OKRs, providing regular reports and insights to senior management.-
- Identify trends, issues, and opportunities, and make data-driven recommendations for improvement.**Leadership and Team Development**:
- Provide strong leadership, guidance, and support to the customer support and operations teams.-
- Foster a customer-centric culture and mindset within the organization.**Requirements**:
- Bachelor's degree in business administration, operations management, or a related field (Master's degree preferred).-
- 5+ years of experience in customer support or customer operation, or a related field.-
- Proven experience in operations management, strategic planning, and leadership roles.-
- Strong analytical and problem-solving skills.-
- Excellent strategic thinking and decision-making abilities.-
- Exceptional communication and interpersonal skills.-
- Demonstrated ability to lead and motivate cross-functional teams.-
- Ability to thrive in a fast-paced, dynamic environment.-
- Familiarity with customer support software and tools.-
- Experience in the technology or SaaS industry is a plus.-
- Develop and mentor team members, identifying and addressing skill gaps through training and development programs.


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