At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress.
Skillsoft Global Knowledge is seeking an experienced Customer Operations Director to be responsible for overseeing the end-to-end customer support journey for global teams. In this role, you will have the opportunity to manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand. The successful candidate will utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to ensure seamless service delivery across North America, Europe, the Middle East, and India.
Key Responsibilities
- Oversee the end-to-end customer support journey for global teams, ensuring seamless service delivery across North America, Europe, the Middle East, and India.
- Manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand.
- Utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to create service that are easy to use for our customers
- Develop and implement strategies to enhance customer satisfaction and operational efficiency whilst owning process change and process governance for your areas
- Constantly identify waste and COPQ (Cost of Poor Quality) in process that drive traffic and effort
- Collaborate with cross-functional teams to ensure alignment of customer support initiatives with overall business objectives.
- Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions whilst maintaining communication roadmap to keep colleagues informed.
- Lead and mentor a diverse team of customer support professionals, fostering a culture of excellence and continuous improvement.
- Responsibility for managing cost budgets and incrementally reducing the cost-to-serve and cost-per-interaction over time
Key KPIs or Measures
- Customer Satisfaction Score (CSAT)
- First Contact Resolution Rate (FCR)
- Average Handling Time (AHT)
- Average Time to Close (ATC)
- Net Promoter Score (NPS)
- Customer Effort (CE)
- Employee Engagement and Retention Rates
- Operational Efficiency Metrics Against SLAs (e.g., response times, resolution times)
Required Experience
- 12+ years of professional experience in a senior customer operations role, preferably in a global setting in Outsource services
- Robust knowledge and experience with Multi-national employment laws
- 5+ years of people leadership experience and strong leadership skills with a track record of managing large, diverse teams
- In-depth knowledge of CRMS and various inbound communication channels
- Excellent analytical and problem-solving abilities
- Strong communication and interpersonal skills
- Ability to work effectively in a fast-paced, dynamic environment
Preferred Experience
- Experience in the training or education outsourcing industry
- Familiarity with customer support best practices and industry standards
- Experience with process improvement methodologies such as Lean or Six Sigma
- Multilingual capabilities, particularly in languages relevant to the regions supported
MORE ABOUT SKILLSOFT:
Skillsoft (NYSE: SKIL) is a global leader in AI-native skills management for the human + AI era. By unifying learning, real-time skills intelligence, and workforce insights, Skillsoft helps enterprises build their Skillforce™ — humans and AI working together to drive measurable business outcomes. Through personalized, interactive learning across leadership, technology, and compliance, Skillsoft enables organizations to close critical skill gaps and accelerate transformation. Skillsoft is trusted by thousands of organizations worldwide, including 60% of the Fortune 1000, and supports a global community of more than 105 million learners. Learn more at skillsoft.com.
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If this opportunity intrigues you, we would love for you to apply!
NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Skillsoft is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.