Head of Customer Operations (Ovoko, UAB)

Job description:
As the Head of Customer Operations, you will lead the Ovoko’s customer-facing operations across the company. Your mission will be to build an efficient, scalable and product-led operating model that connects Customer Support with relevant Ovoko business areas such as product, shipping, supply, demand, warehouses and other.
You will take ownership of a 70-person Customer Support department, understand the root causes behind customer tickets and ensure that problems are solved by the teams that can remove them permanently. This is a transformation role for an analytical and operationally strong leader who can understand the full business, challenge the current setup and turn a complex environment into clear ownership, processes and measurable results.
Build and implement a clear vision and operational roadmap for Ovoko’s customer-facing operations.
Lead and develop a Customer Support department of 70 specialists and Team Leads, creating clear accountability and strong operational leadership.
Assess the existing Customer Support department and strengthen its structure, leadership model, responsibilities and ways of working where required.
Connect Customer Support with relevant business areas, ensuring that customer problems, the reasons customers reach out and related operational costs have clear owners across the company.
Identify the root causes behind customer tickets and work with other teams to prevent recurring issues.
Improve productivity and service quality through workforce planning, performance management, quality standards and effective decision-making.
Analyse the operational and financial impact of customer-related problems, with a strong focus on high-cost and complex areas such as disputes.
Define clear success metrics and communicate the operational roadmap, priorities and results to the management team.
Requirements:
Extensive experience leading or transforming a complex operational function, business unit or organization.
Strong business acumen and the ability to see how Customer Support and other functions, including Product, Shipping and Supply, affect one another.
Proven experience evolving an organizational structure, operating model, major process or area of accountability.
Exceptional analytical and problem-solving skills, with the ability to move from a broad business problem into data, operational details and clear actions.
A strong ownership mindset and willingness to remain accountable from problem identification through implementation and measurable results.
Experience leading managers or Team Leads and taking responsibility for a sizeable operational organization.
Ability to work across functions, challenge senior stakeholders and establish clear ownership when problems sit between several departments.
Experience using technology, automation or self-service to improve productivity, customer experience or cost efficiency.
Comfort operating in an ambiguous and fast-changing environment without a…