Senior CX Operations Specialist (B2B / B2C)

About the role

This role involves managing and resolving complex complaints and high-impact cases, analyzing consumer and franchise operator pain points to improve service delivery and customer experience, and identifying root causes of recurring issues to propose preventive measures. You will coordinate across B2B, B2C, Operations, Brand and related departments to ensure comprehensive, efficient problem resolution, analyze complaint trends and customer experience data to identify process improvement opportunities, review work quality and mentor junior staff, provide guidance on complex cases, prepare and present customer experience reports with recommendations, manage cases according to SLA, KPI and organizational quality standards, and document case learnings and best practices to continuously develop organizational knowledge.

Key responsibilities

• Manage and resolve complex complaints and high-impact cases with appropriate analysis and corrective action plans
• Analyze pain points of consumers and franchise operators to develop service approaches and improve customer experience
• Analyze root causes of recurring problems and propose preventive measures with continuous monitoring of resolution outcomes
• Coordinate with B2B, B2C, Operations, Brand and related departments to ensure comprehensive, rapid and efficient problem resolution
• Analyze complaint trends, service quality and customer experience data to identify process improvement opportunities
• Review work quality, provide coaching and mentoring to junior and officer-level staff to elevate work standards
• Provide consultation on complex case decisions and recommend approaches aligned with company procedures, escalating cases to management when beyond decision scope
• Prepare, analyze and present customer experience reports with recommendations for process improvement
• Manage cases in accordance with SLA, KPI and organizational quality standards with follow-up until complete case closure
• Document case learnings and best practices to develop organizational knowledge and continuously improve work processes

About you

• Bachelor's degree or higher in Business Administration, Management, Marketing, Communications or related field
• 3–5 years of experience in Customer Experience, Customer Service, Customer Operations or Complaint Management
• Experience managing complex complaints or cases
• Strong skills in prioritizing work and managing multiple cases simultaneously
• Excellent communication and coordination skills
• Ability to make decisions and manage situations effectively under pressure
• Knowledge of root cause analysis to improve service quality
• Leadership capability and ability to drive team development
• Experience in Franchise, Retail or Food & Beverage business is a plus