Global Head of Scaled Operations and Support

Los Angeles, CA

Posted 12 days ago

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Job Description

Global Head of Scaled Operations and Support - (employer: CSS Payroll Co, L.P.; job location: Los Angeles, CA) - Develop and implement strategies to optimize support processes across our global footprint that is aligned with company objectives. Lead and mentor a geographically diverse team, including directly overseeing the work of Head of Scaled Operations and Support in APACx, Head of Global Support Programs, and Customer Support Manager for US and Canada. Improve efficiency through best practice and continuous improvement. Optimize resource allocation for global demand. Collaborate with regional and departmental heads, and manage relationships with international stakeholders. Develop and manage budgets, monitor expenses, and control costs. Define and monitor performance metrics and KPIs. Drive innovation and digital transformation. Ensure international compliance with applicable regulations, and mitigate risks. Analyze customer feedback and drive improvements. Resolve escalated customer issues promptly. Recruit, onboard, and evaluate team members, and nurture talent within the organization. Provide regular updates to senior leadership and stakeholders. Assess opportunities for global expansion and lead market entry strategies. Requirements: Bachelor’s in Management Information Systems or Business Administration with concentration in Finance, plus five years of post-Bachelor’s progressive experience in the position offered or as a Head or Senior Director of Customer Experience. All required experience must have included: developing and executing strategic vision for global support and operations, ensuring alignment with overall company objectives; managing international team of at least 10 professionals; managing operations across different regions and time zones, international markets, cultures and business practices; managing and optimizing global BPO (business process outsourcing), including operational processes, resource allocation, and performance metrics; developing and managing budgets, controlling costs, and analyzing financials to optimize resource allocation; collaborating with other departments, including product and technical teams to align strategies; applying knowledge of international regulations and standards, and identifying and mitigating risks associated with global operations; overseeing or supporting vendor management, identifying emerging technologies and tools within customer experience and implementing digital transformation initiatives to improve efficiency and customer experience; analyzing customer feedback and driving improvements in support services; and using data analysis and reporting to develop data-driven insights. Role requires approximately 10% domestic and international travel. Salary: $215,000/year. E-mail resume to: catarino.ruiz@cloudkitchens.com.

Job Summary

Company

CSS Payroll Co, L.P.

Employment Term and Type

Regular, Full Time

Required Education

Bachelor's Degree

Required Experience

5 years