Operations Director, Customer Experience

San Francisco
Customer Experience
Full-time
Apply Now

Worldcoin participates in the E-Verify Program

Worldcoin is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

Worldcoin is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

About the Company:

Worldcoin is a new, collectively owned global currency that will be distributed fairly to as many people as possible. Worldcoin will launch by giving a free share to everyone on Earth. We believe that this is an essential step to accelerate the transition towards a more inclusive global economy, providing new ways for everyone to share future prosperity. We hope you’ll join us on our ambitious journey.

About the Team

As the Operations Director of the CX organization you will have the unique opportunity to build a CX Ops program from the ground up. At Worldcoin we aspire to bring crypto to people from all walks of life, and to every corner of the globe.  Your work will mold the Worldcoin user experience, have massive global reach and help us achieve our aspirations of bringing crypto to every person in the world.

About the Opportunity

  • Establish a global team of CX Managers and Analysts
  • Own the full circle customer experience journey using data and metrics to inform future business decisions
  • Be accountable for the performance of the CX operations team
  • Contribute to the scaling strategy and operations roadmap
  • Collaborate with other CX vertices to deliver in depth insights for product and market operation tea
  • Oversee our BPO program, ensuring performance targets and SLAs are met
  • Work with the BPO partner’s leadership team to drive team engagement 
  • Model CX team and BPO headcount and scheduling requirements

Requirements

  • 5+ years of direct CX management experience
  • 2+ years experience managing managers
  • A proven track record of delivering on KPIs and OKRs
  • A base understanding of common CX tools
  • Experience working with BPO and/or managed service  providers
  • Be scrapy.  Be willing to build the plane while flying it too
  • The ability to wear multiple hats and work in a fast paced and changing environment
  • Travel will be required

 

Operations Director, Customer Experience

Apply Now

Category

Customer Experience

Location

San Francisco

Type

Full-time