The CX Operational Lead is responsible for ensuring operational excellence across CX partner sites while managing key projects within the CX Delivery and Operations team. This role is a blend of day-to-day operational leadership and project management, where you'll play a critical part in driving customer satisfaction, efficiency, and results.

Whether leading partner operations, managing escalations, or spearheading initiatives, your focus will always be on delivering exceptional customer experiences and achieving measurable outcomes.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you'll need for success at Logitech.

In this role, you will:

Operational Excellence & CX Delivery:

Oversee day-to-day operations at partner site(s), ensuring key deliverables are consistently met.
Align CX operations with broader organizational goals by working closely with partner teams to embed strategies.
Monitor CX partner KPIs, driving accountability and success by offering targeted support for operational needs.
Prepare and execute periodic reviews, calibrations, training sessions, and other partner-facing activities to ensure seamless performance.
Create and publish dashboards showcasing CX performance metrics, KPIs, top contact trends, and other deliverables.
Engage with internal stakeholders and regional sales leads, ensuring alignment and communication around CX activities and outcomes.

Project Management:

Manage projects within Deliver and Operations
Coordinate with cross-functional project owners to manage milestones, timelines, budgets, and dependencies.
Communicate relevant updates and milestones to the greater team and stakeholders.
Assist in and actively participate in ad-hoc projects within CX operations to meet organizational needs.

Escalation Management & Continuous Improvement:

Handle escalations when needed, ensuring efficient resolution and positive customer outcomes.
Identify field performance trends, top escalations, or inefficiencies in CX operations, proposing and implementing actionable improvements.

Key Qualifications:

Proven experience in BPO operations and managing large-scale CX partner teams.
Strong project management skills with demonstrated success in managing initiatives from start to finish.
Proficiency in using project management software and tools (eg, Trello, Monday.com, Asana, etc).
Exceptional verbal and written communication skills to work effectively with diverse teams and stakeholders.
Strong organizational and time management skills, with a focus on meeting deadlines and maintaining attention to detail.
Excellent interpersonal skills with a responsive, collaborative, and solutions-oriented mindset.
High levels of integrity, trust, and respect for individuals, with a team-first mentality.

Preferred Skills:

A creative approach to problem-solving and improving customer experiences.
High energy, enthusiasm, and a positive mindset to foster team collaboration and success.

Education:

Bachelors degree or equivalent experience in a relevant field.
Certification in Project Management is preferred.

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CX Operational Lead