တိုင်ကြားမှု အောင်မြင်ပါသည်

As the Vice President, Head of Service Excellence, you will provide executive leadership and operational governance to drive service quality, cost efficiency, and continuous improvement across all internal and outsourced customer service operations. Reporting directly to the Head of Customer Experience, you will oversee Operational Expenditure (Opex) and budget management, performance reporting, enterprise systems, workforce management, and competency development. You will act as a strategic catalyst, collaborating across product, sales, and IT to align operations with business goals and deliver sustainable enhancements to the customer experience

• Strategic Vision & Execution: Formulate and execute the multi-year operational roadmap for internal and outsourced contact centers, ensuring total alignment with corporate growth targets and the broader Customer Experience (CX) strategy.
• Financial & Opex Governance: Direct end-to-end Opex and budget planning, resource forecasting, and variance monitoring. Drive strategic cost optimization and financial compliance without compromising service quality.
• Performance Analytics & Reporting: Architect comprehensive performance frameworks, executive dashboards, and KPI scorecards. Translate operational data into actionable insights to elevate productivity and service levels.
• Systems, Process & Automation: Lead the lifecycle of contact center technologies, automation initiatives, Business Requirement Specifications (BRS), and Business Process Reengineering/Framework (BRPF) projects to ensure seamless governance and system reliability.
• Workforce Management (WFM): Oversee enterprise-wide workforce planning, multi-channel forecasting, capacity planning, intelligent scheduling, and outsourced partner governance to optimize labor utilization and service levels.
• Talent & Competency Development: Champion learning and development strategies, from structured onboarding frameworks to continuous upskilling programs, building a high-performing and agile customer service workforce.
• Cross-Functional & Stakeholder Synergy: Partner with Product, Sales, IT, and CX leadership to eliminate operational friction points, expedite escalated resolutions, and inject actionable customer feedback back into product and service pipelines.

• Master’s degree in business administration, Operations Management, Industrial Engineering, or a related field.

Experience

• 10+ years of progressive leadership experience within the telecommunications industry, with deep expertise in managing large-scale customer service operations (both internal and outsourced).
• Demonstrated success in managing operational budgets and executing large-scale workforce management transformations.
• Data-Driven Leadership: Advanced analytical capabilities to synthesize complex operational metrics, financial models, and customer data into strategic initiatives.
• Systems Acumen: Hands-on experience implementing and optimizing enterprise customer service management platforms, CIM/CRM systems, and WFM tools.
• Industry Expertise: Comprehensive knowledge of telecommunications regulatory standards, consumer protection laws, and compliance frameworks governing customer service operations.
• Change Management: Proven ability to lead cross-functional projects, automation implementations, and process reengineering (BRPF/BRS).
• Executive Communication: Exceptional written, verbal, and presentation skills in professional English, with the ability to influence C-suite stakeholders and lead diverse teams.
• Mobility: Willingness and ability to travel independently as required