Customer Experience (CX) Operations Manager at NTT Ltd.

Job Description Summary

The Senior Managed Services (MS) Operations Manager operates as part of the MEA Center of Excellence and is accountable for service delivery in the CoE in the provision of the highest level of client satisfaction and the successful continuance of business operations within Dimension Data. They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.

Key Roles and Responsibilities

Planning and strategy:.

• Create and put into action a thorough CX operations strategy that is in line with the goals and objectives of the business.
• Determine metrics and key performance indicators (KPIs) to gauge performance in terms of customer satisfaction, operational effectiveness, and overall success.
• To spot trends, opportunities, and areas for improvement, conduct routine CX data analysis and reporting.
• Work together with senior management to define and hone the overall CX vision and roadmap.

Managing and leading a team.

• Establish a culture of cooperation, accountability, and constant improvement while leading, mentoring, and developing a high-performing team of CX specialists.
• To ensure both individual and team success, define team goals, establish performance targets, and give frequent feedback.
• Effective resource allocation is key to achieving operational goals and maximizing team output.
• Implement development plans for team members, identify training needs, and conduct routine performance evaluations.

Process enhancement and optimization:.

• To reorganize processes, boost productivity, and improve customer experiences, evaluate current CX practices, pinpoint pain points, then develop and put into practice solutions.
• To improve workflows and minimize manual effort, find and implement automation opportunities.
• To guarantee dependable, high-quality service delivery, monitor process adherence and compliance.
• To promote innovation and implement improvements in CX operations, continually assess market trends and best practices.

Cross-Functional Cooperation:.

• To ensure that CX initiatives and processes are integrated, work closely with other departments like marketing, sales, product development, and IT.
• Communicate with stakeholders to get their opinions, deal with any issues, and push for more customer-focused changes throughout the entire organization.
• Assist with customer experience-related strategies, initiatives, and projects by acting as a subject matter expert.

Customer insights and comments:.

• Utilize tools for gathering and analysing customer feedback, such as surveys, focus groups, and social listening, to gain knowledge and pinpoint areas that can be improved.
• Drive informed decision-making, product improvements, and service enhancements using customer data and insights.
• To anticipate future needs and proactively improve CX offerings, stay current on industry trends, emerging technologies, and customer expectations.

Academic Qualifications and Certifications:

• Typically requires substantial related experience with a Bachelor’s or equivalent degree; or extensive experience
• ITIL certification
• Five (5) years of experience planning and implementing mid-to large-scale Unified Communication (UC) projects.
• Five (5) years of experience managing and a leading technical team.
• Five (5) years of experience with infrastructure technology support and implementation
• Fluent knowledge of modern Unified Communications systems (i.e., Avaya Contact Center)
• Experience with Avaya Contact Center, Amazon Connect, Genesys Cloud.
• Experienced with ITSM functionalities such as change control, CMDB, ticket system.
• Demonstrated success leading and mentoring in the field of Unified Communications, Contact Center and enterprise file sync and share technologies.
• Demonstrated success implementing and managing large, complex, enterprise-class solutions.
• Prior experience using industry established project management techniques in accomplishing strategic objectives.
• Strong working knowledge of routing and switching technologies.

Knowledge, Skills and Attributes:

• Excellent organizational and team leadership skills
• Excellent communication skills – both verbal and written
• Ability to collaborate with internal stakeholders and external clients.
• Ability to understand budgets and cost management.
• Strong leadership skills including effective time management, prioritization and delegation of work.
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business.
• Ability to communicate and work across different cultures and social groups.
• Ability to work well in a pressurized environment.
• Ability to adapt to changing circumstances.