Remote Head of Customer Experience and Operations Strategy

Role Overview:
Join our team as a Head of Customer Experience and Operations Strategy
and play a key role in managing the day-to-day operations of the company,
ensuring efficiency and effectiveness in all processes. This role requires a
strategic thinker with a strong customer service and operational
background, excellent communication skills, and the ability to manage
client relationships.
Key Responsibilities:
? Oversee the daily operations of the company, including
pre-production, production, post-production and client services.
? Develop and implement operational policies and procedures to
enhance productivity and efficiency.
? Monitor and analyze operational performance metrics to identify
areas for improvement.
? Lead and facilitate client calls.
? Maintain strong relationships with clients, understanding their
requirements and providing tailored solutions, while driving client
engagement and satisfaction through effective communication and
service delivery.
? Collaborate with the sales and finance teams to ensure seamless
project execution and client retention.
? Lead and mentor the customer success and creative team fostering a
culture of excellence, collaboration, and continuous improvement.
? Work closely with the executive team to develop and execute
operational strategies that align with the company’s goals and
objectives.
? Identify and address operational issues proactively, developing
innovative solutions to problems.
? Implement quality control processes and regularly review project
outcomes to identify areas for improvement.
Requirements:
? The ability to handle a high volume of tasks efficiently.
? The Head of Operations must possess an obsessive focus on task
completion, meticulous tracking, and punctual delivery.
? Proven experience in a customer services role.
? Strong strategic thinking and planning abilities. Excellent
problem-solving and decision-making skills.
? Exceptional client relationship management and communication
skills.
? Demonstrated ability to lead, mentor, and develop high-performing
teams.
? A willingness to dive deep into the world of project management and
AI tools, with a mindset geared towards continuous improvement.
? Excellent communication skills in English are essential for this role.