Director of Customer Service & Operational Support at Astana International Financial Centre Authority — NeverHard

We are seeking an experienced and strategic Director of Customer Service & Operational Support to lead the development and delivery of a best-in-class customer experience framework across all customer-facing operations. This leadership role is responsible for driving service excellence, operational efficiency, customer journey optimization, digital enablement, and continuous improvement across the organization. Key Responsibilities: Develop and execute the customer service and operational support strategy in alignment with organizational objectives. Lead the design, mapping, and continuous optimization of end-to-end customer journeys across all customer touchpoints. Establish and maintain customer service policies, procedures, service standards, and operational guidelines to ensure consistent service delivery. Oversee service quality assurance, customer satisfaction initiatives, and the centralized complaint management framework, including escalation management and root-cause analysis. Drive operational excellence and continuous improvement initiatives to enhance efficiency, effectiveness, and customer experience. Identify process optimization opportunities and lead business transformation initiatives across customer-facing operations. Serve as the business owner for CRM platforms and customer relationship management processes, ensuring effective adoption, governance, and utilization. Lead the development and enhancement of customer service channels and digital solutions, including call centers, email support, self-service platforms, and AI-powered tools. Collaborate with technology, data, and business teams to define requirements and implement customer-centric digital solutions and innovations. Establish, monitor, and report on customer service and operational KPIs, dashboards, and performance metrics to support data-driven decision-making. Provide strategic insights, operational performance reports, and recommendations to senior leadership. Lead, mentor, and develop the Customer Service & Operational Support team, fostering a culture of customer-centricity, accountability, continuous learning, and innovation. Qualifications: Bachelor's degree in Business Administration, Operations Management, Customer Experience, or a related field; a Master's degree or MBA is preferred. Minimum of 8 years of progressive experience in customer service, customer experience, operations management, or business transformation, including at least 3 years in a senior leadership role. Proven track record in implementing CRM platforms, contact center operations, and digital customer service solutions. Demonstrated success in service quality management, operational excellence, and process improvement initiatives. Strong strategic thinking, business acumen, and the ability to drive organizational transformation. Exceptional leadership, people management, and team development capabilities. Expertise in customer experience management, customer journey design, and service excellence frameworks. Strong knowledge of process optimization methodologies, CRM systems, customer analytics, and performance measurement frameworks. Excellent stakeholder management, communication, presentation, and influencing skills. Analytical mindset with experience leading cross-functional projects, managing change initiatives, and translating data into actionable business insights.