سرپرست تعالی مشتری

توضیحات آگهی

Job Description
At Digikala we re looking for a Customer Excellence Supervisor to lead our Customer Excellence team and drive initiatives focused on operational excellence process improvement digital transformation AI and automation across Customer Service
This role is responsible for managing a portfolio of improvement projects translating operational needs into scalable solutions and collaborating with Product Technology Data CRM QA Planning and Operations teams to deliver measurable improvements in customer experience and operational performance
Key Responsibilities
Lead coach and develop the Customer Excellence team while managing team performance and capacity
Drive end to end process improvement initiatives and standardize customer service workflows
Analyze operational processes identify bottlenecks and design optimized future state processes
Translate business and operational needs into business requirements user stories and acceptance criteria
Partner with Product Technology CRM and Data teams to design and implement system enhancements
Lead User Acceptance Testing UAT and ensure successful rollout and adoption of new solutions
Manage multiple cross functional projects from scope definition through implementation and impact tracking
Identify and prioritize AI and automation opportunities including chatbots agent assist workflow automation voice agents and AI powered customer service solutions
Monitor and improve Customer Service KPIs including SLA AHT FCR CSAT NPS productivity quality and cost efficiency
Prepare performance reports and data driven recommendations for senior stakeholders and ensure project outcomes are successfully delivered
Qualifications
Bachelor s degree or higher in Industrial Engineering Business Administration Computer Engineering MBA or a related field
At least 5 years of experience in Process Excellence Business Analysis Project Management Customer Experience Product Operations or Digital Transformation
1 2 years of experience leading teams or managing cross functional projects
Strong understanding of process mapping and continuous improvement methodologies BPMN is a plus
Experience working with Product and Technology teams throughout the product development lifecycle
Familiarity with AI Generative AI and workflow automation concepts and business use case definition
Strong analytical skills with the ability to interpret operational KPIs and drive improvement initiatives
Experience in Customer Service or Contact Center operations is considered a strong advantage
What Makes You Successful
Leadership and coaching skills
Strong analytical and systems thinking
Excellent stakeholder management and cross functional collaboration
Project prioritization and execution across multiple initiatives
Effective communication presentation and storytelling skills
Ownership mindset with strong follow through and result orientation
Curiosity for emerging technologies and AI driven solutions
شرکت نوآوران فن آوازه
دسته بندی موفقیت مشتریان و عملیات پشتیبانی
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی مهندسی صنایع
سابقه کار مدیر میانی
حقوق توافقی
شهر تهران