Responsibilities

• Formulate business strategy with others in the executive team
• Design policies that align with overall strategy
• Implement efficient processes and standards
• Coordinate customer service operations and find ways to ensure customer retention
• Ensure compliance with local and international laws (e.g. data protection)
• Oversee the implementation of technology solutions throughout the organization
• Manage contracts and relations with customers, vendors, partners and other stakeholders
• Evaluate risk and lead quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits
• Mentor and motivate teams to achieve productivity and engagement
• Report on operational performance and suggest improvements

Requirements and skills

• Proven experience as Head of Operations, Operations Director or similar leadership role
• Familiarity with all business functions including HR, call center
• Experience with implementing IT systems
• Knowledge of data analytics and reporting
• Good with numbers and financial planning
• Outstanding communication and negotiation skills
• Excellent organizational and leadership ability
• Analytical mind
• Problem-solving aptitude