Job Title: VP Customer Services
Reporting Manager: SVP Operations
Job Location: Goa, India

 

VP Customer Services

The VP Customer Services is accountable for delivering a range of high-quality support services to Open Destinations’ customers, ensuring the ODL products they have are stable and performant in production and supporting a workable upgrade path to new product releases. Key to this is maintaining an appropriately sized and skilled support team and deploying effective incident and problem management processes.

 

Key responsibilities include:

  • To develop a clear Customer Support/Service Strategy, aligned to wider company goals and values and underpinned by effective and meaningful metrics
  • To ensure the end-to-end delivery of ODL services is in line with Service Level Agreements and Service Targets
  • To lead the Customer Support and Customer Experience teams empowering people and managing time and resources.
  • To implement processes, tools and techniques to control and assure the quality of ODLs applications for our customers
  • To manage the day to day running of all incidents, service requests and escalations
  • To ensure all requests for support are dealt with according to set standards and procedures, responding to incidents in a timely manner, ensuring these are resolved and any consequential fixes or changes are delivered within time and quality constraint
  • To own the end-to-end process of root cause analysis (RCA) with internal and external stakeholders
  • To ensure effective communication with both customers and internal stakeholders throughout the life of an incident and/or problem
  • To work closely with the Project, Development and QA teams to ensure products are “production ready” and that go-live acceptance criteria are met before accepting new projects or changes into a client’s production environment
  • To define monitor operational performance and carries out problem trend analysis, recommending improvements to reduce costs and increase stability and quality
  • To produce comprehensive monthly and ad hoc reporting and provide concise board-level summaries and action plans
  • To build strong relationships with ODL clients, acting as a trusted advisor and escalation point for complex or critical issues
  • To assess emerging technologies and ways of working to support continuous improvement of ODL’s support services

 

Key Skills & Experience

  • Experience of managing large, customer-facing application Support teams
  • Experience of the ITIL process suite (particularly relating to incident & problem management and application maintenance)
  • Demonstrable experience of improving the efficiency and effectiveness of a customer facing application support function
  • Experience of working as part of a Snr Management team and preparing updates and reports to Board level
  • Preferably, experience of working in a software or travel business

 

Qualifications

  • Degree educated in relevant field
  • Relevant professional qualifications (e.g. ITIL, Six Sigma or similar)

 

Please send your CV or any further questions relating to this role to [email protected]