• Oversee the day-to-day operations of the Program’s Customer Service team.

• Ensure staffing requirements are met through effective recruitment, workforce planning, and retention strategies.

• Manage capacity planning and scheduling to ensure optimal resource allocation and service coverage.

• Handle executive escalations and provide timely resolution for critical customer and stakeholder concerns.

• Develop and implement process workflows, SOPs, and policies to streamline operations and improve service quality.

• Collaborate with cross-functional teams (Operations, IT, Compliance, Logistics, etc.) to resolve systemic issues and improve customer experience.

• Design and execute training initiatives to refresh and upskill CS knowledge, product understanding, and soft skills.

• Define KPIs and develop balanced scorecards to measure individual, team, and departmental performance.

• Leverage CRM tools (e.g., Redmine, Zoho, Zendesk) for case management, analytics, and customer engagement.

• Conduct skip-level discussions to identify challenges, recognize achievements, and gather feedback for continuous improvement.

• Champion a promote-from-within culture, focusing on employee growth, engagement, and career development.

• Lead and participate in weekly, monthly, and quarterly business reviews, providing insights, performance analysis, and improvement plans.

• Monitor and report on customer satisfaction metrics, NPS/CSAT trends, and feedback to drive actionable improvements.

• Identify opportunities for automation and technology adoption to improve efficiency and reduce manual workload.

• Foster a customer-first culture, ensuring all interactions reflect professionalism, empathy, and service excellence.