Customer Support Manager providing operational support and enhancing service processes for a member - based online organic supermarket. Managing member inquiries and feedback to improve service quality.
About the role
- VP Customer Service Operations at Wolters Kluwer transforming service models in Health sector. Delivering faster, higher-quality outcomes through AI and modernized workflows in a hybrid role.
Responsibilities
- Architect and lead the transformation of the service model across Health
- Define next-generation operating model including call centers and digital channels
- Redesign the cost to serve model to be leaner and more scalable
- Use AI-driven workflows to manage Tier 1/Tier 2 interactions
- Deliver competitive differentiation through superior service quality
- Position service as a revenue enabler through upsell and retention strategies
- Consolidate customer service functions into a consistent and scalable model
- Build advanced analytics capabilities for decision making
Requirements
- 10+ years of customer service operations experience
- Proven success in leading large scale, multi-region customer service teams
- Demonstrated ability to redesign service models and optimize channels
- Strong financial acumen linking service performance to business outcomes
- Skilled in utilizing data analytics for decision making
- Hands-on experience embedding AI and automation into operations
- Exceptional influence and collaboration skills
Benefits
- Hybrid work schedule (8 days/month in office)
- Well-being programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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