Vice President of Customer Service and Operations

I. Position Overview
The Vice President of Customer Service and Operations is responsible for formulating and implementing the company's customer service strategy and operational management plans. They oversee customer support, service delivery, service quality, operational processes, and team performance to ensure customers receive an efficient, consistent, and professional service experience.
This role requires aligning customer service objectives with the company's overall business strategy. By optimizing business processes, refining service standards, enhancing operational efficiency, and strengthening cross-departmental collaboration, the incumbent will drive continuous improvement in customer satisfaction, retention rates, and overall operational performance.
The ideal candidate possesses extensive experience in customer service management and business operations, is capable of leading multi-level teams, establishing measurable service quality standards, and resolving complex customer and operational issues through data analysis, process improvement, and resource planning.
II. Key Responsibilities
1. Customer Service Strategy Formulation
Develop and implement customer service strategies and annual work plans aligned with the company's business objectives.
Establish unified customer service standards, service processes, and customer communication protocols.
Continuously adjust service strategies based on customer feedback, service data, and business changes.
Drive effective integration between the customer service system and sales, product, technical, and operations departments.
2. Customer Service Operations Management
Oversee daily operations across phone, email, online chat, and other customer support channels.
Establish mechanisms for the intake, assignment, follow-up, escalation, and closure of service requests.
Ensure customer inquiries, complaints, and issues are handled in a timely, accurate, and professional manner.
Optimize service resource allocation to improve team efficiency and service responsiveness.
Monitor the execution of service processes and promptly resolve critical issues affecting service quality.
3. Service Quality and Customer Experience Management
Establish a customer service quality assessment system and service audit standards.
Monitor key metrics such as Customer Satisfaction (CSAT), customer feedback, First Contact Resolution (FCR) rate, and service response time.
Analyze the root causes of customer complaints and service issues, and formulate improvement plans.
Drive the standardization of customer service processes to reduce recurring issues and unnecessary customer wait times.
Collaborate with product and operations teams to continuously improve the customer service experience.
4. Operational Process Optimization
Evaluate existing customer service processes and related operational procedures to identify efficiency bottlenecks.
Drive the development, updating, and implementation of Standard Operating Procedures (SOPs). Enhance operational efficiency by leveraging automation tools, Customer Relationship Management (CRM) systems, and knowledge management platforms.
Optimize workflows for ticket processing, service escalation, cross-departmental handoffs, and issue tracking.
Reduce operational costs while improving service quality and processing capacity through continuous improvement.
5. Team Leadership and Personnel Management
Lead customer service managers, operations supervisors, and relevant service teams.
Define team goals, job responsibilities, performance requirements, and staff development plans.
Establish mechanisms for employee training, service quality coaching, and performance evaluation.
Cultivate management talent and enhance the team's capabilities in customer communication, problem-solving, and operational execution.
Plan staffing, scheduling, and service coverage based on business needs.
6. Handling Customer Complaints and Major Issues
Establish mechanisms for complaint classification, escalation, and closed-loop management.
Oversee the resolution progress of complex customer issues and major service incidents.
Coordinate with relevant departments to resolve cross-functional issues, assigning clear ownership and deadlines.
Analyze complaint trends and recurring issues to drive root-cause remediation.
Conduct post-incident reviews for major service events to refine preventive measures and internal processes.
7. Service Data and Performance Analysis
Establish a performance indicator framework for customer service and operations.
Regularly analyze metrics such as service request volume, average response time, average handling time, first-contact resolution rate, and customer satisfaction.
Evaluate team capacity, service backlogs, staff utilization rates, and operational costs.
Submit monthly, quarterly, and annual service operations reports to senior management.
Formulate service improvement and operational efficiency plans based on data analysis results.
8. Cross-departmental Collaboration and Business Support
Establish collaborative mechanisms with Sales, Product, Technical, Finance, Compliance, and Business Operations departments.
Facilitate the efficient routing and timely resolution of customer issues across relevant departments.
Translate customer feedback and service data into recommendations for product improvements and business optimizations.
Support launch preparations and customer service deployment for new products, services, or business processes.
Ensure the customer service team has timely access to accurate product information and business policies.
9. Management of Technical Tools and Service Systems
Oversee the usage and optimization of customer service systems, CRM platforms, ticketing systems, and knowledge bases. Drive the automation of service workflows and efficiency improvements for repetitive tasks.
Collaborate with technical teams to enhance system functionality, data quality, and service reporting capabilities.
Evaluate the impact of new technological tools on customer experience, operational efficiency, and service costs.
Ensure customer information is handled properly in accordance with corporate data management and information security requirements.
10. Budget, Risk, and Compliance Management
Participate in annual budget planning and operational resource planning for the customer service department.
Oversee service-related expenditures, personnel costs, and the performance of outsourced services.
Identify operational risks, information security risks, and service continuity issues within customer service workflows.
Collaborate with legal, compliance, and risk management teams to ensure service processes meet applicable requirements.
Establish necessary mechanisms for quality control, internal audits, and issue remediation.
III. Qualifications
Education
Bachelor’s degree or higher in Business Administration, Operations Management, Marketing, Finance, Commerce, or a related field.
MBA or relevant master’s degree preferred.
Work Experience
Over 20 years of experience in customer service, customer operations, service delivery, or business operations.
Over 8 years of experience in team management or departmental leadership.
Experience managing multi-channel customer service teams and optimizing service workflows.
Experience defining service standards, establishing performance metrics, and driving operational improvement projects.
Experience in cross-departmental coordination, budget management, and reporting to senior management is preferred.
Experience in financial services, investment management, technology, or other regulated industries is preferred.
Professional Skills
Proficiency in customer service management, operational process design, and service quality control.
Familiarity with CRM systems, ticketing systems, and customer feedback analysis tools.
Ability to identify service issues through data analysis and formulate improvement measures.
Competence in budget planning, workforce planning, and team performance management.
Excellent communication, negotiation, problem-solving, and report-writing skills.
Proficiency in Microsoft Office and common business analysis tools.

Work arrangement
Yes