The role of a Senior Director of Customer Experience and Operations is pivotal in our organization.
As a key member of the leadership team, you will oversee the delivery of exceptional service to our members across various touchpoints, including telephone, email, chat, and social media channels.
Key Responsibilities:
* Leverage data-driven insights to inform strategic decision-making and drive continuous improvement in service design.
* Develop and implement effective strategies to meet required service levels, member experience, and agent efficiency/occupancy.
* Cultivate a culture of member service excellence by fostering a collaborative and inclusive work environment.
* Ensure seamless planning and execution of Contact Centre global activity to support business needs and key business processes.
* Mentor and develop direct reports to drive a customer-centric mindset across all processes.
* Encourage proactive communication, multi-level feedback, and foster a culture of openness and trust.
* Champion customer needs advocacy across the organization to reduce contact volumes and complaints.
About You
You will possess global leadership experience in a service delivery environment, preferably in a Contact Centre setting. Your skillset should include: understanding of membership environments, data-driven customer focus, learning and development, quality management expertise, ability to grasp complex concepts quickly, flexible and able to prioritize tasks, innovative, stress-tolerant, decision-making skills, and ability to work autonomously unsupervised.
Why We Love Working Here
* We are a values-led organization that prioritizes creating opportunity, pursuing excellence, and achieving together.
* Our team consists of like-minded and talented colleagues who strive to be the best.
* We value our members at the heart of everything we do.
* We offer a hybrid working arrangement with a minimum of two days in the office per week.
* Ours is a busy, fast-paced, and passionate work environment.
* We provide opportunities for Learning & Professional Development.
* We encourage a global and open-minded approach.
About Our Organization
We are a leading professional accounting body with a presence in over 100 countries and regions. Our core services include education, training, technical support, and advocacy.
We operate under a values-based framework known as the CPA Australia Way, which underpins our commitment to each other and our way of working.
This framework is the foundation of our success, experienced, and lived by our people, and felt by our members.
Role Details
* Seniority level: Director.
* Employment type: Full-time.
* Job function: Customer Service, Education, and Management.
* Industries: Accounting, Financial Services, and Higher Education.