Head of Operations (Tech platform)

As a Head of Operations, your main responsibilities will include:

1. Platform Operations Management

• Oversee the end-to-end operations of the platform, ensuring a smooth and efficient process for all users.
• Implement and optimize workflow automation, matching algorithms, and operational tools to enhance platform performance.
• Work closely with the product and technology teams to continuously improve platform functionality and user experience.

2. Staff Operations & Management

• Develop and execute strategies to recruit, onboard, train, and retain high-quality staffs.
• Establish and enforce quality assurance standards, ensuring service excellence and customer satisfaction.
• Monitor staff performance and engagement, implementing support programs to improve efficiency.

3. Customer Service & Experience

• Lead and manage the customer service team, ensuring prompt and effective resolution of customer issues.
• Develop and enforce customer service policies, SLAs, and escalation procedures to maintain a high service standard.
• Analyze customer feedback and data to implement initiatives that improve satisfaction and retention.

4. Operational Strategy & Process Improvement

• Design and implement scalable operational processes to support the company's growth objectives.
• Identify and implement best practices, automation tools, and process efficiencies to enhance productivity.
• Work closely with the CEO and leadership team to define long-term business strategies and operational goals.

5. Cross-Functional Collaboration

• Partner with technology, marketing, sales, and finance teams to align operations with overall business objectives.
• Ensure compliance with legal, regulatory, and safety requirements across all operational functions.
• Foster a culture of continuous improvement, teamwork, and innovation across departments.