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Regional Lead - Monetisation CX , Scaled Ops (APAC & METAP)

25038
  • Negotiable
  • United Arab Emirates, Dubai, United Arab Emirates Dubai
  • Permanent
  • Digital Commerce & Enterprise
Regional Lead - Monetisation CX , Scaled Ops, APAC & METAP
Dubai

Our talented team are based across the world with some in California, Singapore, Middle east and and London. In response to the growth we're experiencing in Middle east , it's an exciting time for us and we are expanding the team to help support our customers.

Responsibilities
- Regional leadership for APAC & METAP Scaled CX Operations team and double as the POC for in-region Sales Leadership
- Manage and Inspire a global team of technical support specialists to provide Best in Class service to advertisers on the platform and exceed set operational service KPIs
- Engage with third party service providers/vendor on need basis and scale service delivery with in-house and third party staff - manage all aspects of performance
- Own the first layer of customer experience for ad products troubleshooting, including re-engineering processes, innovating service models and driving exceptional customer satisfaction
- Lead trend analysis from customer service data and aggregate to lead regional Business Reviews and product deep dives to improve efficiency and effectiveness
- Lead strategic team expansion and tactical projects across day to day Operations Management, Workflow Management, WFM, Training & QA
- Lead goal setting for global delivery teams leverage industry standard models, track across leading & lagging metrics such as SLA, CSAT, Ticket resolution time
- Influence Sales stakeholders and engage with cross-functional partners to evaluate and transform our customer support model, improving Speed & Quality
- Innovate service models across existing support channels and aid in feature development of customer service tools portfolio
- Drive efforts for outstanding team performance by motivating and mentoring direct and indirect reports

Qualifications
- BA/BS degree or equivalent practical experience
- 8+yrs managing large-scale global operations teams in Technical Customer Support
- 3+ years of management experience in Customer Success or operations related position
- 2+ Years of People Management experience
- Preferred experience of working with Vendors & 3rd party service providers for Technical Customer Service delivery
- Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems
- Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential
- Experience in Advertising/Digital industry is a plus
- Data analysis knowledge using Tableau, Google Studio is a plus
- COPC , PMP certifications are a plus
- Arabic or Turkish is a plus




Ahmed Jamal Khan Divisional Director
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