Customer Operations Director

Remote from: UK
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 24 May 2026
Apply before: 24 Jun 2026
Experience level: Director
Views / Applies: 23 / 7

Skillsoft is a leading provider of online learning and talent management solutions.

E-learning
1998

AI Summary

This role is for a Customer Operations Director at Skillsoft, overseeing global customer support teams across North America, Europe, the Middle East, and India. The position involves managing end-to-end customer journeys, utilizing CRMS and communication channels to enhance satisfaction and efficiency. The director will lead diverse teams, manage budgets, and drive process improvements. Key KPIs include CSAT, FCR, AHT, and NPS. The role requires 12+ years of senior customer operations experience and 5+ years of people leadership.

Job Complexity

Easy Hard

AI Insight The role requires extensive experience (12+ years), global team management, budget responsibility, and strategic process improvement. The complexity of managing multi-region operations and diverse teams makes it challenging but not the highest level.

Salary Analysis

AI Insight No salary information was provided. Based on market data for a Customer Operations Director role in the US, the median salary is estimated at $180,000. This is competitive for a senior leadership position with global responsibilities.

Key Skills

Customer Operations Global Team Management CRMS Process Improvement Lean Six Sigma Customer Satisfaction Budget Management KPI Analysis Leadership Multilingual

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Operations Director position at Skillsoft. With over 12 years of experience in senior customer operations roles, including global team management and process optimization, I am confident in my ability to drive excellence in customer support across your North America, EMEA, and India regions.

My expertise includes leveraging CRMS and multi-channel communication to enhance customer satisfaction and operational efficiency. I have a proven track record of reducing cost-to-serve while improving key metrics like CSAT and NPS.

I am particularly drawn to Skillsoft's mission of empowering organizations through learning. I would welcome the opportunity to contribute to your team and drive continuous improvement in customer operations.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe your experience managing global customer support teams across different time zones and cultures?

In my previous role, I led teams in North America, Europe, and Asia. I implemented staggered shifts to ensure coverage, used collaboration tools for real-time communication, and held regular cross-regional meetings to align on processes and share best practices. I also invested in cultural training to foster inclusivity and understanding.

How have you used CRMS to improve customer satisfaction and operational efficiency?

I have implemented Salesforce to automate ticket routing and prioritize based on urgency. By analyzing data, I identified bottlenecks and introduced self-service options, reducing call volume by 20%. I also used dashboards to monitor CSAT and FCR, enabling real-time adjustments.

Describe a time you identified and eliminated waste in a customer support process. What was the outcome?

I noticed high COPQ due to redundant data entry across systems. I led a Lean project to integrate systems, eliminating manual transfers. This reduced average handling time by 15% and improved first contact resolution by 10%, saving $500k annually.

How do you balance cost reduction with maintaining high customer satisfaction?

I focus on reducing non-value-added activities. For example, by automating responses to common queries, we lowered cost-per-interaction without affecting CSAT. I also invest in agent training to improve efficiency and empower them to resolve issues quickly, which boosts satisfaction.

How would you manage a team that is resistant to process changes?

I would involve them early in the change process, explaining the 'why' and gathering feedback. I'd provide training and support, and celebrate quick wins to build momentum. Regular communication and recognizing contributions help in gaining buy-in.

At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress.

Skillsoft Global Knowledge is seeking an experienced Customer Operations Director to be responsible for overseeing the end-to-end customer support journey for global teams. In this role, you will have the opportunity to manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand. The successful candidate will utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to ensure seamless service delivery across North America, Europe, the Middle East, and India.

Key Responsibilities

Oversee the end-to-end customer support journey for global teams, ensuring seamless service delivery across North America, Europe, the Middle East, and India.
Manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand.
Utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to create service that are easy to use for our customers
Develop and implement strategies to enhance customer satisfaction and operational efficiency whilst owning process change and process governance for your areas
Constantly identify waste and COPQ (Cost of Poor Quality) in process that drive traffic and effort
Collaborate with cross-functional teams to ensure alignment of customer support initiatives with overall business objectives.
Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions whilst maintaining communication roadmap to keep colleagues informed.
Lead and mentor a diverse team of customer support professionals, fostering a culture of excellence and continuous improvement.
Responsibility for managing cost budgets and incrementally reducing the cost-to-serve and cost-per-interaction over time

Key KPIs or Measures

Customer Satisfaction Score (CSAT)
First Contact Resolution Rate (FCR)
Average Handling Time (AHT)
Average Time to Close (ATC)
Net Promoter Score (NPS)
Customer Effort (CE)
Employee Engagement and Retention Rates
Operational Efficiency Metrics Against SLAs (e.g., response times, resolution times)

Required Experience

12+ years of professional experience in a senior customer operations role, preferably in a global setting in Outsource services
Robust knowledge and experience with Multi-national employment laws
5+ years of people leadership experience and strong leadership skills with a track record of managing large, diverse teams
In-depth knowledge of CRMS and various inbound communication channels
Excellent analytical and problem-solving abilities
Strong communication and interpersonal skills
Ability to work effectively in a fast-paced, dynamic environment

Preferred Experience

Experience in the training or education outsourcing industry
Familiarity with customer support best practices and industry standards
Experience with process improvement methodologies such as Lean or Six Sigma
Multilingual capabilities, particularly in languages relevant to the regions supported

MORE ABOUT SKILLSOFT:

Skillsoft (NYSE: SKIL) is a global leader in AI-native skills management for the human + AI era. By unifying learning, real-time skills intelligence, and workforce insights, Skillsoft helps enterprises build their Skillforce™ — humans and AI working together to drive measurable business outcomes. Through personalized, interactive learning across leadership, technology, and compliance, Skillsoft enables organizations to close critical skill gaps and accelerate transformation. Skillsoft is trusted by thousands of organizations worldwide, including 60% of the Fortune 1000, and supports a global community of more than 105 million learners. Learn more at skillsoft.com.

Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Skillsoft is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

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