Senior Manager responsible for product management and strategy in customer services at Capital One. Driving innovation through technology and leading cross - functional teams for enhanced customer experience.
About the role
- Head of Customer Service leading global customer support for travel company. Managing teams, building partner relationships, and driving continuous improvement in service delivery.
Responsibilities
- Design and lead global customer support strategy
- Lead, coach, and support global Customer Service and Operations teams
- Develop market-specific service models maintaining quality and tone
- Build relationships with OTA partners and manage service excellence
- Champion the voice of the customer and drive continuous improvement initiatives
- Monitor key service metrics and ensure timely resolution of complaints
- Implement automation and technology integrations to enhance support operations
- Collaborate with cross-functional teams to improve customer journeys
Requirements
- Proven leadership experience in global/multi-market customer service
- Demonstrated success in building scalable service models
- Strong experience with Freshdesk or equivalent CRM/CS platforms
- Deep experience in complaint handling, conflict resolution, and customer recovery
- Exposure to flight booking or airline support systems is a strong advantage
- Excellent people leadership and coaching skills
- Strong analytical mindset, able to use data to anticipate issues and drive improvements.
Benefits
- Flexible work arrangements
- Opportunity for professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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