Customer Operations Director

At Skillsoft, we believe skills fuel growth

Our mission is to empower every organization and every learner to turn constant change into continuous growth

As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress

Skillsoft Global Knowledge is seeking an experienced Customer Operations Director to be responsible for overseeing the end-to-end customer support journey for global teams

In this role, you will have the opportunity to manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand

The successful candidate will utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to ensure seamless service delivery across North America, Europe, the Middle East, and India

Key Responsibilities Oversee the end-to-end customer support journey for global teams, ensuring seamless service delivery across North America, Europe, the Middle East, and India

Manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand

Utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to create service that are easy to use for our customers Develop and implement strategies to enhance customer satisfaction and operational efficiency whilst owning process change and process governance for your areas Constantly identify waste and COPQ (Cost of Poor Quality) in process that drive traffic and effort Collaborate with cross-functional teams to ensure alignment of customer support initiatives with overall business objectives