General Manager, Customer Experience and Operations At Grace Papers, we are dedicated to transforming workplaces into environments where gender equality, inclusion, and flexibility are the norms, not the exceptions.
As a dynamic startup and career coaching platform, we empower parents, carers, and people leaders to thrive by providing strategic insights, coaching, and training that foster inclusive and high-performing cultures.
Partnering with some of the world's leading companies, we advocate for a world where both women and men share equal responsibilities at work and at home.
Voted one of the top voices for gender equality on LinkedIn, and a certified social enterprise, we are a company that you will want to join.
The Role This is a newly created role reporting directly to the CEO and an opportunity to join the leadership team.
As the General Manager, Customer Experience & Operations, you will lead the development and execution of the customer experience (CX) strategy.
This role will see you overseeing the CX team and function as well as the marketing and commercial operations, ensuring all initiatives are aligned to the mission of the business.
Additionally, you will have profit & loss responsibility, ensuring that operations contribute to both customer satisfaction as well as to the overall financial health of the organisation.
Responsibilities (will include but not be limited to) Developing and implementing a comprehensive customer experience strategy.
Leading and coaching the customer experience team (and Associate Coaches) to ensure the delivery of exceptional service.
Managing operational functions, including financial planning, budgeting, and resource allocation.
Fostering a culture of innovation, agility, and collaboration, ensuring that the CX and operations teams are equipped to thrive in a fast-paced, dynamic environment.
Maintaining & improving performance dashboards to track key metrics related to customer experience, operational efficiency, business performance, and social impact.
The Person Extensive experience in customer experience management with significant experience in a leadership role in a scale-up environment.
An impressive track record in elevating, maturing and transforming customer experience functions in the HR Tech sector.
An impactful leader who is able to win hearts and minds to take people on the journey, whilst demonstrating a high level of commercial acumen.
A resilient, self-starter who is able to identify and drive initiatives to improve the business.
A thought leader, who is passionate about customer experience and will continue to innovate and grow the function aligning to the growth of the business.
A person who is as passionate about what we do as we are!
The Perks: Join a business which genuinely makes a difference to workplaces, employees and families.
An agile, flexible scale up culture.
Hybrid work-environment.
Opportunity to work directly with the founder.
Access to coaching.
Paid parental leave.
Culture & Values: Impact : Be part of a mission-driven company that is transforming workplaces to be more inclusive and equitable.
Innovation : Work in a dynamic and agile environment where innovation is encouraged and celebrated.
Growth : Join a growing company where your leadership and contributions will directly impact our success and the broader mission of gender equality.
Culture : Be part of a team that values curiosity, courage, collaboration, and grace, with a strong commitment to our mission and values.
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