Customer Service

Role Overview: As the Head of Customer Services at Oxford University Press (OUP), you will have the opportunity to lead a high-impact team and shape the customer experience journey. Your role will involve serving as the primary interface between OUP and its customers, focusing on ensuring customer satisfaction, driving digital transformation, and continuously improving processes. Join a mission-driven organization that values innovation, collaboration, and service excellence. Key Responsibilities: - Lead and develop the Customer Services team to deliver efficient, timely, and high-quality service. - Align customer service processes with OUP's strategic goals and industry best practices. - Enhance digital customer touchpoints (phone, email, chat, self-service) and modernize service technologies. - Drive continuous improvement initiatives using data and analytics to optimize performance and customer satisfaction. - Collaborate with internal stakeholders (Sales, Warehouse, SLT) and external partners (distributors, service providers). - Manage budgets, forecast expenses, and ensure cost-effective service delivery. - Build strong relationships with customers through regular engagement and feedback loops. - Promote a culture of excellence, accountability, and employee development within the team. Qualifications Required: - B.E./B.Tech from a Tier 1 or Tier 2 college. - Minimum 5 years of experience leading/managing a Customer Services team. - Strong understanding of customer service technologies and digital tools. - Proficiency in SAP/ERP, 8x8, Salesforce, and other CRM platforms. - Strong business acumen with experience in financial analysis and business case preparation. - Excellent stakeholder management, negotiation, and cross-functional collaboration skills. For any questions or queries related to this role, please contact shariq.anwar@oup.com.,