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Director of CS Operational Excellence

Hybrid - Full-time - Director - Customer Service Operational Excellence

Cyprus · United Kingdom

Application ID:

We are looking for a Director of CS Operational Excellence who has deep experience in business analysis, process optimization, and automation — with a strong focus on driving operational efficiency through data-driven insights and AI-powered solutions. This person should be skilled at managing cross-functional projects, aligning stakeholders across regions, and enhancing customer support systems to improve service quality and scalability. They must have a proven track record of leading initiatives from discovery to implementation, delivering measurable business impact.

Position not open anymore

Responsibilities

Business Analysis and Process

  • Optimization Gather and document business requirements, process flows, and functional specifications.
  • Conduct gap analysis to identify inefficiencies and areas for improvement.
  • Develop and present business cases for proposed process changes and automation initiatives.

  • Utilize data analytics to assess performance metrics and drive data informed decisions.

Process Automation and AI Integration

  • Lead business process reengineering initiatives to eliminate redundancies and enhance operational efficiency.
  • Work closely with engineering and product teams to implement AI powered solutions that enhance the customer experience.

  • Identify and deploy automation tools to streamline workflows, reducing manual effort and increasing scalability.

Project and Stakeholder Management

  • Collaborate with stakeholders across different markets and regions to ensure alignment on process improvement initiatives.
  • Lead cross functional teams to drive projects from inception to completion, ensuring adherence to scope, timeline, and budget.
  • Communicate project progress, risks, and impact assessments effectively to leadership and key stakeholders.


Customer Support Systems and Infrastructure

  • Partner with product teams on the development and enhancement of customer support tools, ensuring seamless integration and maximum efficiency.
  • Optimize performance by leveraging insights from support data, ticketing systems, and automation tools.
  • Work closely with support teams to improve customer satisfaction, reduce response times, and enhance service quality.

Qualifications

  • Strong background in Lean Six Sigma, Agile methodologies, and business intelligence tools.
  • Advanced skills in Excel and Google Sheets for collecting, transforming, and organizing insights to support data-driven decision-making.
  • Proven ability to query data using SQL and create dashboards in Google Sheets or other data visualization tools such as Tableau, GCP, Looker, or similar.
  • Experience integrating AI-driven automation, API connections, and workflow automation tools, supported by relevant coding skills (e.g., SQL, Python).
  • Strong relationship management skills with experience collaborating across global teams and senior leadership to ensure alignment on key initiatives.
  • Excellent execution capabilities with a track record of leading end-to-end process improvement projects.

Conditions & Benefits

  • Health insurance with oncology coverage and life insurance included
  • Hybrid work mode and flexible schedule
  • Access to professional counseling services, including psychological, financial, and legal support
  • Diverse internal training programs
  • Partially or fully paid additional training courses
  • All necessary work equipment
  • Fitness club membership discount