Director of Operations

You will be responsible for managing end-to-end operations in the e-commerce domain, implementing company-wide management-approved strategies, and aligning with stakeholders to make decisions for operational activities and set strategic goals. Your main task will be to plan and monitor the day-to-day running of the business to ensure smooth progress. Additionally, you will supervise staff from different departments, provide constructive feedback, and regularly evaluate the efficiency of business procedures to implement necessary improvements in line with organizational objectives. Furthermore, you will oversee customer support processes, organize them to enhance customer satisfaction, review financial information, and adjust operational budgets to promote profitability. You will also be required to revise and formulate policies, promote their implementation, and evaluate overall performance by gathering, analyzing, and interpreting data and metrics. Conducting follow-ups with corporate clients and fostering close relationships with high-level decision-makers to identify and capitalize on new business opportunities will also be part of your responsibilities. The ideal candidate should possess a Bachelor's degree or above, with 10+ years of experience in Customer Experience Management and Shared Services for domestic or international markets in a contact center environment. Experience in the E-commerce domain will be preferred, along with a proven track record of managing projects involving 1000+ FTEs. Strong financial management skills, including budgeting, margins, and profit and loss (P&L) statements, are essential. The role also requires strong negotiation and business management skills, analytical thinking, proactive attitude, and exceptional written and verbal communication skills. Excellent interpersonal skills, a teamwork mindset, attention to detail, productivity, accountability, and the ability to work under tight deadlines when needed are crucial. Working knowledge of data analysis, performance metrics, and operational metrics will be advantageous for this position.,