Company Overview
By Next is a pioneering on-demand laundry, dry cleaning, and home cleaning service operating across multiple premium brands in global markets. Our portfolio includes:

• Love2Laundry: Operating in seven countries
• Lazy Susans Cleaning, Laundry Angels, and Madame Paulette: Serving clients across the USA

Our centralized Customer Experience (CX) and Dispatch center in Karachi, Pakistan, ensures service excellence 24/7, supporting both B2C and B2B clients in the USA, Europe, and the Middle East.
Position Overview
We are looking for a visionary leader to transform and oversee By Next’s global Customer Experience and Dispatch Operations. In this role, you will lead strategic initiatives that shift CX from a cost center to a profit center, champion digital transformation with automation and AI, and drive team development to foster a culture of continuous improvement and customer excellence.
Key Focus Areas:

• Strategic Leadership: Lead the transformation of CX through scalable, profit-driven systems and digital innovation.
• Operational Excellence: Ensure high-quality service and operational efficiency across all brands and time zones.
• Team Development: Cultivate a high-performing CX and dispatch team that thrives on innovation and excellence.

Key Responsibilities
Strategic Leadership (30%)

• Drive the evolution of CX into a profit center, contributing directly to revenue growth and operational savings.
• Develop and execute automation strategies leveraging AI, chatbots, and workflow optimizations.
• Establish scalable systems and processes to enhance efficiency and consistency across brands.
• Collaborate closely with the CEO, CRO, CTO, and Head of CX on strategic initiatives and growth plans.

Operational Management (40%)

• Oversee the daily operations of the Karachi center, supporting multiple brands across diverse time zones.
• Conduct daily huddles and quality checks, ensuring timely, accurate communication through email, live chat, and SMS.
• Manage B2B client relationships and oversee vendor partnerships to maintain exceptional service standards.
• Ensure all B2B and vendor invoices are processed accurately and on time.
• Define and monitor KPIs for service quality, operational efficiency, and customer satisfaction.

Team Development (30%)

• Build, lead, and mentor high-performing CX and dispatch teams, fostering career growth and retention.
• Develop tailored training programs and career progression paths for all team members.
• Implement retention strategies to ensure team stability and engagement.
• Conduct regular performance reviews, offering mentorship to encourage continuous improvement.
• Foster a culture of innovation and excellence, encouraging team members to bring new ideas to the table.

Required Qualifications & Experience

• Education: Bachelor’s degree in Business Management, Operations, or a related field; MBA preferred.
• Experience: 7+ years in customer service or operations management, with at least 5 years in a senior leadership role.
• Skills and Expertise:
• Proven success in leading multi-brand, global customer service operations.
• Demonstrated experience implementing automation and AI solutions.
• Strong background in process optimization, quality control, and scaling teams.
• Financial management and budgeting experience.

Technical Competencies

• Proficiency in CX technologies, automation tools, and AI applications.
• Experience with workforce management and quality management systems.
• Advanced data analysis and reporting capabilities.

Leadership Competencies

• Strategic thinking with strong business acumen.
• Experience managing cross-cultural teams and leading change initiatives.
• Proactive problem-solving and effective decision-making skills.
• Excellent stakeholder management and communication abilities.

Performance Metrics
Success in this role will be measured by your ability to:

• Improve customer satisfaction scores and overall CX quality.
• Increase team retention rates and employee satisfaction.
• Reduce operational costs through process automation and AI.
• Achieve seamless, accurate implementation of automated workflows.
• Generate revenue growth from CX initiatives.

What We Offer

• Impactful Role: Direct influence on company strategy through a senior management position.
• Global Reach: Leadership opportunity in a growing, internationally recognized company.
• Career Development: Ongoing professional growth and advancement opportunities.
• Competitive Compensation: Attractive salary and benefits package.

Job Type: Full-time
Pay: Rs200,000.00 - Rs250,000.00 per month
Experience:

• Operations Management: 7 years (Preferred)

Location:

• Karachi (Required)