Job Summary:
We are looking for a strategic and results-driven General Manager – Customer Service Registration to lead the planning, execution, and continuous improvement of our customer registration and onboarding operations. In this senior leadership role, you will oversee multi-level teams, define service standards, and ensure that the registration function supports broader organizational goals. This role requires strong administrative leadership, operational excellence, and a deep focus on customer experience and compliance.
Strategic Leadership:
Develop and implement a long-term strategy for customer registration services that aligns with company objectives and customer experience goals.
Lead transformation initiatives to enhance registration workflows, customer onboarding, and service delivery.
Operational Oversight:
Manage the full lifecycle of customer registration operations across multiple departments or locations.
Oversee KPIs, service level agreements (SLAs), data accuracy standards, and compliance requirements.
Team Management & Development:
Lead and mentor a team of managers, supervisors, and registration staff to ensure high performance and engagement.
Develop team structures, training programs, and succession plans to support long-term growth.
Process Optimization:
Evaluate and improve registration systems, digital tools, and operational workflows.
Ensure that customer interactions during registration are seamless, efficient, and aligned with service standards.
Compliance & Data Governance:
Ensure adherence to data privacy laws, company policies, and regulatory guidelines related to customer information handling and onboarding processes.
Cross-Functional Collaboration:
Collaborate with senior leaders in IT, Customer Service, HR, Legal, and other departments to ensure alignment and integration of registration systems with broader administrative functions.
Reporting & Insights:
Oversee data analysis and reporting on registration volumes, completion rates, customer feedback, and operational trends.
Present performance insights and strategic recommendations to executive leadership.
Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred)
10+ years of experience in customer service or operations, with at least 5 years in a senior or general management role
Proven experience managing large teams and complex customer-facing operations
Strong understanding of registration systems, CRM platforms, and administrative compliance standards
Visionary leader with strategic planning and execution skills
Strong operational and administrative expertise
Excellent communication, people management, and decision-making skills
Data-driven with the ability to interpret performance metrics and make informed improvements
Customer-centric mindset with a focus on efficiency, accuracy, and experience