Lead Customer Operations Excellence

What is Lead Customer Operations Excellence?

This role focuses on improving how JazzCash designs and delivers its services to customers. The position works across business processes, customer experience, and customer operations training to ensure that products and services are delivered clearly, consistently, and in line with customer needs.

The role acts as a bridge between product teams, customer support teams, and operations, helping translate business decisions into practical processes and clear guidance for frontline staff. The goal is to reduce customer issues, improve service quality, and ensure teams are prepared to support customers effectively. The position reports to the Head of Customer Operations.

What does Lead Customer Operations Excellence do?

 Business Process Design and Improvement

• Review and document how services are delivered across JazzCash, from customer onboarding to issue resolution.
• Identify gaps, delays, and unnecessary steps in existing processes and recommend improvements.
• Work with different teams to simplify processes while ensuring regulatory and operational requirements are met.
• Support the standardization of processes so customers receive a consistent experience across channels.

Customer Experience and Product Support

• Represent customer experience in product and project discussions.
• Ensure customer feedback, call center insights, and common complaints are reflected in process and product decisions.
• Support the rollout of new products or changes by ensuring processes and guidance are clear before launch.

Customer Operations Training and Readiness

• Design and deliver training for customer support teams and external service providers.
• Ensure frontline teams understand products, policies, and customer handling guidelines.
• Update training material when products, processes, or policies change.
• Support new staff during their transition into live operations.

Knowledge Management

• Maintain a central knowledge repository for customer support teams.
• Ensure information is accurate, easy to understand, and kept up to date.
• Identify knowledge gaps that lead to errors or repeated support calls.

Performance Review and Continuous Improvement

• Review customer issues, complaints, and service data to identify patterns and root causes.
• Track whether process and training changes are improving service quality and reducing customer problems.
• Work with quality and operations teams to support coaching and improvement efforts.

Project Support

• Support initiatives related to process improvement, service quality, or customer experience.
• Take ownership of assigned improvement projects and coordinate with relevant teams to deliver results.

JazzCash is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

What we are we looking for and what does it require to be an Lead Customer Operations Excellence?

Qualifications and Experience

• Bachelor’s degree in Business Administration, Management, Computer Science, Information Systems, Engineering, or a related discipline.
• Five years of experience in business process improvement, customer operations, training, or service design.
• Experience in financial services, digital payments, or technology-driven services is preferred.
• Experience working with customer support teams or contact center operations is strongly preferred.

Skills and Attributes

• Strong analytical and problem-solving skills.
• Ability to explain complex topics in simple, clear language.
• Strong written and verbal communication skills.
• Comfortable working with data to identify issues and track improvements.
• Organized, detail-oriented, and able to manage multiple tasks at once.
• Collaborative and comfortable working across different teams.

Benefits

Why Join JazzCash?

As one of the largest digital financial services providers in Pakistan, our objective is to continue to change the lives of our 52 million customers for the better.

 Recognized as one of the leading employers in the country, JazzCash epitomizes the philosophy that each JazzCash employee is passionately living a better life every day, inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

 Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer obsession.

 This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.