Head of Customer Success

At Redmap, our Head of Operations and Customer Delivery, plays a crucial role in our strategic operations, ensuring the ongoing quality and efficiency of our internal and external, processes, procedures and programs as we grow. They are dedicated to implementing and leveraging best practice to streamline our operational alignment and deliver strategies that ensure we scale sustainably. At Redmap, our Head of Customer Success , plays a crucial role in our strategic operations, ensuring the ongoing quality and efficiency of our internal and external, processes, procedures and programs as we grow. They are dedicated to implementing and leveraging best practice to streamline our operational alignment and deliver strategies that ensure we scale sustainably.  This role has end to end responsibility for the Project Management Office, Customer Support Division and Business Process Outsourcing organisations.

Role Responsibilities

Product Implementation Practices

• Alongside the CEO Build and develop an end-to-end implementation methodology.
•  Monitor and evaluate operational workflows to streamline processes and enhance productivity in               the departments under your control on a continuous basis.
• Implement and oversee operational policies and procedures to ensure compliance and efficiency[AJ1]  across the organisation.
• Deliver training and guidance to the relevant teams on the process and best practice milestones.

Organisational transitions

• Work closely with the CEO to define and evolve the organisational structure.
• Provide knowledge and guidance on change management to ensure any team transitions runs smoothly.
• Review and implement revised methodologies to ensure alignment of teams across the organisation and minimal disruption to the customer experience.

Processes & Automation

• Work with the CEO and CTO to map, define and deliver an end-to-end deployment process including communication channels, technology and customer lifecycle enabling us to deliver our technology to customers efficiently as possible.
• Conduct detailed data analysis to identify trends, anomalies and opportunities for process and workflow improvement.
• Review the organisation to define where automation strategies can be implemented, working with stakeholders to gather and define requirements and roll out new solutions.
• Lead or be a senior member of ongoing ad hoc projects across the organisation, aimed at streamlining and delivering efficiencies to scale.

People and culture

• As a key leader in the organisation you are responsible for monitoring and coaching your team ensuring they understand and live our values.
• Working with the leadership team to build and develop a cohort of leadership in Manila.
• You will work closely with the Director of HR team to identify and address performance or cultural challenges.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field. Master’s degree or relevant certifications (e.g., PMP, Lean Six Sigma) prefer
• Minimum of 7-10 years of experience in operations management, project management, or customer delivery rolesa senior operational leadership role, ideally within a technology or service-oriented organization.
• Proven track record in leading cross-functional teams and managing complex projects.
• Experience in process improvement methodologies and change management.
• Previous experience as an international offshore/BPO organisation
• Previous experience mentoring other leaders