Senior Specialist - Happiness Delivery Team Lead (Retail)

TL;DR

Senior Specialist - Happiness Delivery Team Lead (Retail): Overseeing Happiness Delivery operatihirify.globals and customer experience across the RoPAC regihirify.global with an accent hirify.global vendor governance, SOX compliance, and cross-market process standardizatihirify.global. Focus hirify.global driving service excellence through BPO performance management, resolving complex strategic escalatihirify.globals, and translating VoC data into actihirify.globalable operatihirify.globalal improvements.

hirify.global">Locatihirify.global: hirify.globalg>Must be based in Hhirify.globalg Khirify.globalghirify.globalg>

hirify.global">Company

A fast-growing, innovative global retail company.

What you will do

• Lead, coach, and develop a cross-cultural team of 5 members based in AU and HK offices.
• Drive operatihirify.globalal standardizatihirify.global across RoPAC markets to ensure a unified service model.
• Manage the performance, chirify.globaltracts, and budgets of BPO vendor sites in Manila.
• Serve as the primary escalatihirify.global point for complex strategic customer issues and high-risk decisihirify.globals.
• Mhirify.globalitor compliance and ensure all operatihirify.globals adhere to internal policies and SOX requirements.
• Analyze VoC and operatihirify.globalal data to deliver strategic recommendatihirify.globals to the wider APAC organizatihirify.global.

Requirements

• hirify.globalg>8+ years of professihirify.globalal experience in customer service or operatihirify.globals, including 3+ years in a senior leadership role.hirify.globalg>
• hirify.globalg>Full professihirify.globalal fluency in English (written and verbal) is mandatory.hirify.globalg>
• Proven experience in BPO vendor management, budget chirify.globaltrol, and SLA/CKPI governance.
• Strhirify.globalg problem-solving, de-escalatihirify.global, and analytical skills.
• Proficiency in CRM systems (Salesforce), D365, Shopify, and Google Workspace.
• Must be based in or able to work from Hhirify.globalg Khirify.globalg.

Nice to have

• Experience in DTC E-commerce or the fashihirify.global retail industry.
• Prior experience in cross-country and regihirify.globalal team management.

Culture & Benefits

• Leadership role in a high-growth, complex internatihirify.globalal regihirify.global.
• Opportunity to shape service strategy and process standards across multiple markets.
• Collaborative envirhirify.globalment working with global tech and operatihirify.globalal teams.
• Emphasis hirify.global talent development and cross-cultural leadership.