Head of Global Customer Experience & Dispatch Operations

Company OverviewByNext is a pioneering on-demand laundry, dry cleaning, and home cleaning service operating across multiple premium brands in global markets. Our portfolio includes:Love2Laundry: Operating in seven countriesLazy Susans Cleaning, Laundry Angels, and Madame Paulette: Serving clients across the USAOur centralized Customer Experience (CX) and Dispatch center in Karachi, Pakistan, ensures service excellence 24/7, supporting both B2C and B2B clients in the USA, Europe, and the Middle East.Position OverviewWe are looking for a visionary leader to transform and oversee ByNext's global Customer Experience and Dispatch Operations. In this role, you will lead strategic initiatives that shift CX from a cost center to a profit center, champion digital transformation with automation and AI, and drive team development to foster a culture of continuous improvement and customer excellence.Key Focus Areas:Strategic Leadership: Lead the transformation of CX through scalable, profit-driven systems and digital innovation.Operational Excellence: Ensure high-quality service and operational efficiency across all brands and time zones.Team Development: Cultivate a high-performing CX and dispatch team that thrives on innovation and excellence.Key ResponsibilitiesStrategic Leadership (30%)Drive the evolution of CX into a profit center, contributing directly to revenue growth and operational savings.Develop and execute automation strategies leveraging AI, chatbots, and workflow optimizations.Establish scalable systems and processes to enhance efficiency and consistency across brands.Collaborate closely with the CEO, CRO, CTO, and Head of CX on strategic initiatives and growth plans.Operational Management (40%)Oversee the daily operations of the Karachi center, supporting multiple brands across diverse time zones.Conduct daily huddles and quality checks, ensuring timely, accurate communication through email, live chat, and SMS.Manage B2B client relationships and oversee vendor partnerships to maintain exceptional service standards.Ensure all B2B and vendor invoices are processed accurately and on time.Define and monitor KPIs for service quality, operational efficiency, and customer satisfaction.Team Development (30%)Build, lead, and mentor high-performing CX and dispatch teams, fostering career growth and retention.Develop tailored training programs and career progression paths for all team members.Implement retention strategies to ensure team stability and engagement.Conduct regular performance reviews, offering mentorship to encourage continuous improvement.Foster a culture of innovation and excellence, encouraging team members to bring new ideas to the table.Required Qualifications & ExperienceEducation: Bachelor's degree in Business Management, Operations, or a related field; MBA preferred.Experience: 7+ years in customer service or operations management, with at least 5 years in a senior leadership role.Skills and Expertise:Proven success in leading multi-brand, global customer service operations.Demonstrated experience implementing automation and AI solutions.Strong background in process optimization, quality control, and scaling teams.Financial management and budgeting experience.Technical CompetenciesProficiency in CX technologies, automation tools, and AI applications.Experience with workforce management and quality management systems.Advanced data analysis and reporting capabilities.Leadership CompetenciesStrategic thinking with strong business acumen.Experience managing cross-cultural teams and leading change initiatives.Proactive problem-solving and effective decision-making skills.Excellent stakeholder management and communication abilities.Performance MetricsSuccess in this role will be measured by your ability to:Improve customer satisfaction scores and overall CX quality.Increase team retention rates and employee satisfaction.Reduce operational costs through process automation and AI.Achieve seamless, accurate implementation of automated workflows.Generate revenue growth from CX initiatives.What We OfferImpactful Role: Direct influence on company strategy through a senior management position.Global Reach: Leadership opportunity in a growing, internationally recognized company.Career Development: Ongoing professional growth and advancement opportunities.Competitive Compensation: Attractive salary and benefits package.Job Type: Full-timePay: Rs200,000.00 - Rs250,000.00 per monthExperience:Operations Management: 7 years (Preferred)Location:Karachi (Required)#J-18808-Ljbffr