Customer Excellence Manager | Operations

At Digikala, we’re looking for a Customer Excellence Manager to lead our Customer Excellence team and drive initiatives focused on operational excellence, process improvement, digital transformation, AI, and automation across Customer Service.

This role is responsible for managing a portfolio of improvement projects, translating operational needs into scalable solutions, and collaborating with Product, Technology, Data, CRM, QA, Planning, and Operations teams to deliver measurable improvements in customer experience and operational performance.

Key Responsibilities

• Lead, coach, and develop the Customer Excellence team while managing team performance and capacity.
• Drive end-to-end process improvement initiatives and standardize customer service workflows.
• Analyze operational processes, identify bottlenecks, and design optimized future-state processes.
• Translate business and operational needs into business requirements, user stories, and acceptance criteria.
• Partner with Product, Technology, CRM, and Data teams to design and implement system enhancements.
• Lead User Acceptance Testing (UAT) and ensure successful rollout and adoption of new solutions.
• Manage multiple cross-functional projects from scope definition through implementation and impact tracking.
• Identify and prioritize AI and automation opportunities, including chatbots, agent assist, workflow automation, voice agents, and AI-powered customer service solutions.
• Monitor and improve Customer Service KPIs, including SLA, AHT, FCR, CSAT, NPS, productivity, quality, and cost efficiency.
• Prepare performance reports and data-driven recommendations for senior stakeholders and ensure project outcomes are successfully delivered.

Qualifications

• Bachelor’s degree or higher in Industrial Engineering, Business Administration, Computer Engineering, MBA, or a related field.
• At least 5 years of experience in Process Excellence, Business Analysis, Project Management, Customer Experience, Product Operations, or Digital Transformation.
• 1–2 years of experience leading teams or managing cross-functional projects.
• Strong understanding of process mapping and continuous improvement methodologies (BPMN is a plus).
• Experience working with Product and Technology teams throughout the product development lifecycle.
• Familiarity with AI, Generative AI, and workflow automation concepts and business use case definition.
• Strong analytical skills with the ability to interpret operational KPIs and drive improvement initiatives.
• Experience in Customer Service or Contact Center operations is considered a strong advantage.

What Makes You Successful

• Leadership and coaching skills.
• Strong analytical and systems thinking.
• Excellent stakeholder management and cross-functional collaboration.
• Project prioritization and execution across multiple initiatives.
• Effective communication, presentation, and storytelling skills.
• Ownership mindset with strong follow-through and result orientation.
• Curiosity for emerging technologies and AI-driven solutions.