Chief Customer Operations Officer (Chief COPs)

Must have technical / professional qualifications:

Bachelor’s degree in business, Business Management engineering, technology, customer experience or a related discipline; a relevant postgraduate qualification is preferred.

Minimum of 12 years’ progressive experience in customer operations, service delivery or a related field, including at least five years in a senior leadership role with substantial scale and complexity

Demonstrated leadership across multiple customer operations domains such as contact centers, retail service, digital care, back office, mobile financial services or enterprise service management.

Proven experience leading large-scale transformation across people, process, technology, automation and outsourced partner ecosystems.

Strong understanding of telecommunications and mobile financial services; exposure to enterprise customer operations, regulated environments and consumer-protection requirements is highly desirable.

Track record of managing sizeable operating budgets, commercial contracts, vendors, workforce capacity and service-performance commitments.

Strong command of customer operations platforms and practices, including CRM, omnichannel service, workforce management, quality assurance, knowledge management, analytics and automation.

Executive-level communication, stakeholder influence, judgement and decision-making capability, with demonstrated success leading high-performing and diverse teams.

Place of Work: Addis Ababa, Ethiopia