Head of Customer Service Operations

Hyderabad, India

Job Description

Job Title:
Head of Customer Service Operations
Location:
Hyderabad, India
Schedule:
Full-Time, Permanent
Team:
73-432 - Customer Services
Department:
A - Dept HM uses to open req
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What's your new role about?


Disrupting an industry isn’t easy! DAZN is playing more hours of live sports than any other company anywhere in the world!
 
Looking after Customers that need our help and support is a critical pillar in providing a world class Customer Experience. As the new Head of Operations, you will play a pivotal role in running a large multi-channel CS operation out of our Hyderabad hub in India. 
 
You will be a Customer Experience professional, with a wealth of knowledge in improving journeys and managing large scale operations. You will be a people leader, focused on building a high-performance culture and managing / developing talent top to bottom within your organisation. 
 
You have strong communication skills, are performance focused and will drive our operation forward to manage and improve our KPI’s and SLA’s. 
 
Welcome to DAZN, the world’s leading live OTT sports service.
 
As our new Head of Operations (m/f/d), you’ll have the opportunity to:
 
·       Build our new Operation
·       Manage a large scale team 
·       Improve the Customer experience
·       Work across markets and regions globally
·       Improve our KPI’s and SLA’s 
 
You’ll be set up for success if you have:
 
·       Customer service background +10years
·       Managed large scale operations before 600+ agents
·       Digital contact channel experience – live chat, what’s app, email, web to case. 
·       Worked on a global scale
·       Worked with different countries and understand how local market nuances impact quality
 
You’ll be successful if you: 
 
·       Are resilient
·       Tenacious
·       Leader
·       Manager
·       Analytical, inquisitive, problem solver
·       Excellent at stakeholder management
·       Good communicator – clear and concise 

Here's a little more about us…

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. 

As part of our team,you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. 
 
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:  
 
AMBITIOUS – people who want to make a big impact and drive DAZN forward. 
 
INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business.  People who come up with better, simpler ways of doing things. 
 
PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it.  People who love what they do and show commitment every day. 
 
BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results. 
 
SUPPORTIVE – people who know that we achieve more as a team than as individuals.  People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers.  People who consider others before making decisions. 

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. 

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.
 
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
 
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
 
We look forward to hearing from you.