Customer Service Operations (CS OPS) - Function Overview:

The CS Operations function is responsible for handling all customer contacts across WhatsApp, Live Chat, Email, Phone, and Social Media. It ensures customers receive fast, accurate, and empathetic support across all touchpoints. The function also manages CS Sales, driving additional GMV through assisted shopping and conversion initiatives, and oversees Back Office operations, where complex or multi-team cases are resolved. CS Ops also owns workforce planning and real-time management, ensuring the right staffing levels to achieve SLAs and maintain operational control.

Key Responsibilities: Leadership & Strategy

• Lead, motivate, and develop a high-performing team of Team Leaders, Senior CSAs, and CS Advisors to deliver excellence across all channels (phone, chat, email, social).

• Own the end-to-end AI transformation roadmap for Customer Service, includingautomation, chatbots, predictive analytics, and agent assist tools.

Operations & Performance

• Oversee daily operations, work closely with WFM ensuring smooth staffing, scheduling, and workforce optimization across all channels and regions. · Ensure operational readiness during seasonal peaks, product launches, and promotional events(e.g., MumzNovember, Ramadan, Black Friday).

• Develop and maintain policies, SOPs, and escalation frameworks aligned with brand tone and service excellence. AI & Innovation

• Lead AI-powered initiatives to improve speed, accuracy, and personalization in customer interactions.

• Partner with Product, Tech, and Data teams to build, test, and implement automation tools and AI models (e.g., sentiment analysis, agent assist, FAQ automation).

• Analyze and report the ROI of AI implementations and process enhancements to senior management.

• Champion data-driven decision-making and continuous improvement through experimentation and insights. Project Management · Own and deliver large-scale strategic projects that impact the full customer and/or employee journey.

• Create clear project plans with defined milestones, KPIs, and success metrics.

• Collaborate cross-functionally with Marketing, Logistics, Tech, and Finance to align on dependencies and ensure flawless execution.

• Proactively identify risks and mitigation plans to ensure delivery on time and within scope. Analytics & Insights

• Build dashboards and performance reports to track individual and team productivity, accuracy, and quality trends.

• Deliver insights on customer pain points, trends, and opportunities to leadership teams.

• Collaborate with CXP to translate VOC (Voice of Customer) data into actionable business improvements.

• Monitor reporting accuracy and ensure integrity of all performance data. People

• Development · Recruit, train, and retain top talent, fostering a culture of learning, ownership, and continuous growth.

• Conduct regular coaching and 1:1s with direct reports to strengthen leadership depth and technical capability.

• Recognize and reward exceptional performance and ensure alignment with company culture and values.

Your skills would include:

• 7+ years of progressive experience in Customer Service, with at least 4 years in leadership, With experience in E-commerce field

• Proven experience managing large-scale service teams in e-commerce.

• Demonstrated success leading AI or automation projects (chatbots, knowledge base optimization, agent assist, QA scoring etc.).

• Strong analytical mindset with hands-on experience using dashboards and business intelligence tools.

• Excellent stakeholder management, communication, and change management skills.

• Proficient in CRM and omnichannel tools

• Bachelor’s degree required.

Role Competencies:

• Customer Obsession

• Data & Insight-Driven Thinking

• Strategic & Analytical Leadership

• Ownership & Accountability

• AI/Automation Readiness

• Decision Making

• Innovation Mindset

• People Development & Coaching