Head of CX Operations

Fixed Term Contract (2 years) As Head of CX Operations at CelcomDigi, you will lead end-to-end customer support operations across multiple channels. You’ll be responsible for driving strategic efficiency, optimizing cost and performance, ensuring compliance, and delivering high-quality service. The role demands strong leadership in executing automation, process innovation, and operational improvements. You will oversee KPI delivery, establish robust reporting frameworks, and collaborate with key stakeholders to align operations with business goals, ensuring consistent, seamless, and customer-centric outcomes across all touchpoints. Responsibilities Champion and institutionalize a customer-centric culture across all operational teams, aligning with the broader CX vision and enterprise-wide objectives. Define and steer strategic direction to drive operational excellence, focusing on optimizing efficiency, service quality, productivity, and cost-effectiveness. Lead the design, execution, and governance of day-to-day operational frameworks to ensure stability and alignment with business and CX strategies. Ensure cross-channel operational alignment and cohesion, delivering a unified, seamless, and impactful customer experience. Establish enterprise-level performance measurement frameworks, ensuring timely, accurate reporting tailored for senior stakeholders and governance forums. Provide oversight of KPI achievement and regulatory compliance across operational functions, ensuring adherence to SOPs and quality standards. Lead financial planning and control for operations, identifying and driving process improvements to enhance performance and cost management. Strategically manage outbound sales functions, ensuring performance targets, regulatory standards, and incentive structures are effectively executed. Drive innovation and automation agendas, embedding transformative solutions across all customer engagement touchpoints. Collaborate with senior leadership to shape enterprise-wide operational strategies through data-driven insights and interdepartmental synergies. Provide executive-level direction in resolving complex operational challenges, ensuring continuity and high-performance outcomes. Lead the development, communication, and governance of Business Continuity and Crisis Management plans, ensuring organization-wide preparedness. Continuously evaluate global industry trends and best practices, integrating relevant innovations to sustain competitive operational advantage. Requirements Proven experience leading large-scale customer-facing operations in a high-volume consumer business. Track record of improving CX metrics (CSAT, NPS, VOC) through effective team and channel management. Demonstrated success managing high-volume inbound and outbound contact centres within a compliant ecosystem. Ability to introduce innovative solutions and automation to enhance service and streamline operations. Strong analytical and critical thinking skills with the ability to translate data into actionable insights. Experienced in leading large teams and managing external vendors in alignment with organizational goals. Deep understanding of data with capability to drive strategic, insight-based decisions. Seniority level :

Director Employment type :

Contract Job function :

Customer Service and Project Management

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