Director of Operations & Customer Service

Purpose of the Role

The Operations & Customer Services Director (O&CS) is responsible for leading and managing the servicing and support of technology solutions in the country, in full alignment with contractual obligations.

The role defines and executes the local Operations & Customer Services strategy and operating model, ensuring alignment with overall business objectives. It also leads and develops the O&CS organization to ensure optimal resource utilization, operational excellence, and continuous improvement.

Key Responsibilities

1. Customer & Account Leadership

• Act as designated Point of Contact (PoC) for customer accounts related to delivered solutions and systems.
• Build and maintain strong technical account management relationships to ensure customer satisfaction and long-term partnership.
• Serve as senior escalation point for critical incidents and high-priority customers.
• Work proactively with customers to identify opportunities to expand services beyond current contractual scope.

2. Operational Delivery & Service Excellence

• Establish and lead the Operations & Customer Services organization to ensure contractual services are delivered within budget and in line with SLAs, KPIs, and approved operational standards.
• Ensure customer expectations are consistently met or exceeded.
• Build and maintain a structured support environment capable of responding efficiently to incidents and service requests.
• Identify and address root causes of recurring incidents to improve service stability and reduce escalation levels.
• Lead continuous improvement initiatives to enhance service performance, productivity, and KPI achievement.
• Oversee Customer Experience Management, including regular service reviews, success plans, and structured satisfaction improvement actions.

3. Commercial & Process Oversight

• Establish and oversee processes supporting order management, billing, and other commercial arrangements linked to contracts.
• Ensure operational processes effectively support contractual commitments and financial performance.
• Develop and manage external partnerships and service networks to deliver contractual requirements in a cost-effective and compliant manner.

4. Deployment & Cross-Functional Collaboration

• Support the deployment of solutions and systems in coordination with Project Management and System Integration teams.
• Ensure timely readiness, training, and allocation of Operations & Customer Services resources.
• Promote strong cross-functional collaboration to ensure seamless transition from project delivery to operational support.

Profile – Knowledge & Skills

• Post Graduate degree in Business Administration or equivalent professional experience in Service Delivery or Operations leadership.
• Minimum 10 years of senior leadership experience in Operations & Customer Services, ideally within technology-enabled or traceability-related environments.
• Experience operating within international or matrix organizations is an advantage.
• Solid background in production and/or manufacturing environments.
• Proven expertise in designing and executing customer service strategies aligned with product and business objectives.
• Strong analytical and problem-solving skills, particularly in escalation management and root cause analysis.
• Fluent in English (written and spoken). Fluent in at least two major local dialects.
• Experience in asset management, including planning, inventory control, tracking, and auditing