The CXD Director ensures customer service level through planning and implementing the complaint management, First Contact Resolution (FCR), the contact center strategies and operations; improving systems and processes; managing staff, and will be responsible for driving the overall execution of function specific business unit goals for the company, reflecting & understanding the Voice of Customer (VOC), through high quality automated customers surveys (CSI/NPS), and communicating with all departments that touches the CX, orchestrating & directing all related for needed changes & improvement to deliver the CX goals. In addition, create a customer data governance model that ensure proper Data gathering, cleansing & structure, allowing for ease of use.
And will ensure department performance, outcomes, positive work environment and drive support of strategies tied to outstanding CX through adherence to quality standards and performance metrics. 

Requirements:

• 12-15 years + extensive experience of managing CXD business strategy; operational or strategic exposure to contact centers and complaint management, process development/changes
• Good management experience (leading others, building a high performing team).
• Used to working in a multinational / multilingual internet business.
• Ready and willing to work in a fast paced and highly ambitious company.
• Strong data modeling skills in multiple methodologies dimensional models (i.e. conceptual, logical and physical model)
• Ability to effectively lead and manage the CXD team.