Head Of Operations, Indonesia

Job Title: Head of Operations, Indonesia

About Us: World Host Group is a global web hosting provider operating several major brands like Stablepoint and Mochahost. It runs over 1,000,000 websites for businesses globally, and websites are based on top of our datacentres around the world.
 

The main reasons customers come to us is the fact that they trust us with their websites, not just because even our first line support have the technical experience to help with and understand complex issues, but because our technical support and management are relatable, approachable and understanding.
 

Job Description: The Site Leader is responsible for the whole operation of each office, with the Customer Care departments being a direct report and the rest of the business an indirect report. Works closely with all the leadership of the office and collaborates with the COO for setting up processes, procedures and KPIs for the support teams. Also looks after the indirect reports making sure everyone has what they need to do their job.

The role of the Site Leader is a high-level management role that requires proactiveness and out of the box thinking. You look after the business needs and setup the teams in your organization as the company expands. Your performance is based on the overall performance of the office and the leadership of your direct teams.
 

Key Responsibilities:

• Drive and manage the expansion of the Customer Care teams.
• Help your indirect reports with anything they need to make their teams successful.
• Collaborate with the COO and the Support Leadership to define KPIs, internal procedures and processes.
• Proactively track the defined KPIs and work towards achieving them.
• Collaborate with the HR and the Support Leadership to define hiring profiles and hiring processes.
• Be the leader and motivator for your Support Leadership but also the indirect Leaders (HR, Infra, Domains, SSLs, etc).
• Setup supporting functions as the business needs (Advocacy, Training, Retentions, Concierge, Sales, etc).
• Work with other Site Leaders and the COO to improve communication and collaboration between the different offices.
• Look after the office needs with the help of an office manager (supplies, cleaners, etc).
• Conduct performance reviews with your Support Leaders.
• Collaborate with the internal communications team to ensure effective comms between teams and departments. 

Requirements:
 

• Minimum of 5 years of experience in operations management, with a proven track record of success in a leadership role.
• Previous experience in managing customer care teams of 100+ people. 
• Strong leadership and team-building skills, with the ability to inspire and motivate teams to achieve excellence.
• Excellent strategic planning and problem-solving abilities, with a focus on driving results and achieving organizational objectives.
• Exceptional communication, negotiation, and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Proven experience in process optimization, quality assurance, and risk management.
• Knowledge of relevant regulatory requirements, industry standards, and best practices in operations management.