Customer Experience Senior Team Leader

Role overview

This position leads a key customer experience team responsible for coordinating administration and change management across multiple functions in the region. The team handles B2B customer conversations through voice, email, and chat for a retail network in the Americas, supporting smooth business operations for a retail business with annual revenue above $2 billion.

The successful candidate will oversee stakeholder coordination, change management, performance tracking, operational consistency, and customer experience improvements. The role calls for close attention to detail and a strong ability to turn daily operational data into practical improvement actions.

This is a 24/7 support role and requires flexibility in working hours and working days to align with the US time zone.

The person in this role will help create an open, approachable team culture and support the organization’s strategic goals. The position also serves as the main link between the team and the businesses supported by the processes, while sharing best practices across teams and partners.

Key responsibilities

• Guide the team so operations run safely, smoothly, and without interruption, with work completed accurately, on time, and in line with customer expectations.
• Track deadlines and ensure every activity affecting internal or external customer relationships meets the highest quality standards.
• Build a strong understanding of the procedures used by the relevant businesses, along with the internal operating processes.
• Hold regular one-to-one meetings with direct reports to review performance and create or refine career development plans.
• Run half-yearly and annual performance appraisals for team members.
• Arrange monthly team meetings with direct reports.
• Continuously build the capability, knowledge, and skills of the customer service team.
• Create a work environment that encourages continuous improvement and a growth mindset.
• Act as the first point of escalation for issues raised by the team.
• Set, monitor, and achieve KPIs that align with SLAs.
• Collaborate with other team leaders across the business and GBS to meet operational goals and share lessons learned and ideas.
• Own business or enabling-team projects and change requests, assessing associated risks, process impact, and resourcing needs.
• Maintain productive working relationships with key stakeholders, customers, and external providers.
• Create and enforce processes and procedures that meet company standards.
• Act as a cross-functional contact point to share procedures across GBS and other business areas.
• Deliver quality and cost-effective accounting and control outcomes by using technology, established practices, and data-led continuous improvement initiatives.
• Strengthen trust and confidence in delivery by applying measurement, best practices, and improvement actions.
• Carry out people management duties in line with company policies and applicable laws, including work allocation, direction, performance review, recognition, issue resolution, and complaint handling.
• Support the team in following health and safety policies and procedures.

Education and experience

• A graduate degree or an equivalent technical diploma is required.
• Overall experience of 13 to 15+ years in the customer service industry.
• At least 8 to 10 years of people management experience within customer service.
• Hands-on experience managing customer operations from end to end is mandatory.
• Proven success in coaching and leading high-performing teams.
• Strong verbal and written communication skills.
• Strategic thinking with global awareness.
• Solid leadership and decision-making ability.
• Demonstrated experience in leading and managing change.
• Strong understanding of customer needs and behavior.
• Ability to build effective working relationships.
• Cross-functional mindset.
• Experience in people development and team coaching.
• Strong background in identifying and completing continuous improvement initiatives.

Preferred capabilities

• Ability to consistently identify improvement opportunities and implement transformative solutions for complex problems.
• Comfort working at pace while collaborating effectively, managing risk, communicating clearly, thinking globally, and reflecting the company’s values and behaviors.
• Strong support for Agile ways of working and the ability to champion agile principles.
• Digital-first mindset with the ability to use deep digital knowledge, automation, and data analysis to design better solutions.
• Ability to build capability by encouraging learning, new practices, and growth opportunities within the team.

Values expected in the role

• Take ownership of results and lead team performance with accountability.
• Motivate the team to improve business outcomes and delivery quality.
• Promote safe, ethical work practices and a culture of clarity.
• Look for opportunities to transform systems and processes.
• Encourage innovation and continuous improvement.
• Strengthen team capability and collaboration.
• Foster curiosity across teams.
• Support better digital solutions and continuous improvement for customers.
• Encourage experimentation with new technologies and fast learning from outcomes.
• Drive the team toward seamless self-service customer experiences.
• Stay current with digital innovation and seek digital solutions proactively.
• Encourage creative digital problem-solving within the team.

Additional information

The employer is an equal opportunity organization and values diversity. Employment decisions are made without discrimination based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Reasonable accommodation will be provided to individuals with disabilities for the application or interview process, performance of essential job duties, and access to other employment benefits and privileges.