Senior Manager, Customer Experience

[ 精通英文為本職位必要條件，請投遞英文履歷 ] What you will do: Responsible for leading and optimizing customer support operations, ensuring high-quality service delivery and customer satisfaction. Oversee workforce management, quality assurance, and the development of tailored solutions, while driving continuous improvement initiatives to enhance overall customer experience. Key Responsibilities: • Oversee and manage customer support teams to ensure consistent, high-quality service delivery. • Optimize workforce planning and resource allocation to meet customer demand and maintain service levels. • Implement and monitor quality assurance processes to maintain and enhance customer service standards. • Develop and execute strategies to improve customer satisfaction, loyalty, and retention. • Provide strategic leadership for delivering personalized and exceptional service to high-value customers. • Lead the design and implementation of tailored solutions to meet specific customer needs and business goals. • Ensure customer support teams are fully trained and equipped to handle diverse customer interactions. • Oversee the tracking and evaluation of customer support solutions, including preventive measures for recurring issues. • Build and sustain strong relationships with key customers, proactively addressing concerns to enhance their experience. • Drive ongoing improvements in customer support processes based on data analysis and customer feedback. You will be a great fit if you: • Bachelor’s degree or equivalent, in any discipline. • A minimum of 5 years’ experience in customer service or contact center operations, along with 5–10 years of management experience leading teams and driving operational excellence. • Multilingual proficiency in English and Chinese is required; proficiency in Korean is a strong plus. Knowledge, Skills and Abilities • Strong interpersonal skills, with the ability to build and maintain positive relationships across all levels of the organization. • Excellent written and verbal communication skills, adept at clearly conveying information and ideas to diverse audiences. • Effective planning and organizing skills, proficient in developing strategies and managing resources to achieve goals. • Proficient presentation skills, capable of delivering engaging and persuasive presentations to stakeholders. • Demonstrated leadership skills, with experience in guiding and motivating teams to achieve high performance and meet objectives.