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Director of Operations

Ref: AS2298923

London, UK

£80,000

  • Permanent
  • CX Management Expert
  • Strategic Leadership
  • Data-Driven Insights

About the candidate

This candidate is a seasoned professional with over 15 years of experience in customer experience management within outsourced service environments. They have a notable track record as Director of Operations and earlier roles, where they have honed their skills in managing large teams and multi-account portfolios with comprehensive P&L responsibility. Their expertise is underscored by significant accomplishments in operational excellence, transformative initiatives, and executive-level partnership management.

Known for their analytical approach, the candidate excels in leveraging data to drive strategic decisions and foster innovative solutions, delivering tangible improvements in service quality. Their leadership style is both approachable and effective, designed to build robust, high-performing teams and to navigate the complexities of multi-stakeholder environments.

What makes them great?

  • Innovative Initiative: Led CX transformation projects that resulted in a 30% increase in customer satisfaction scores through AI-driven solutions.
  • Operational Improvements: Achieved a 25% reduction in customer response times and 20% increase in first-contact resolution.
  • Client Relationship Management: Elevated client engagement leading to 15% growth in upsell opportunities.

Areas of expertise

  • Operational Excellence: Skilled in overseeing large operations and delivering efficiency improvements.
  • Strategic Leadership: Proficient in leading CX transformations and driving major change initiatives in customer service settings.
  • Data-Driven Decision Making: Uses a strong analytical mindset to employ data strategically for improving service outcomes and operational processes.