Head of Customer Operations Reporting & Value-Based Care

Expérience

Role Purpose and Responsibilities Role purpose: To provide comprehensive oversight of Customer Support for Viacom Business Customers, encompassing Small and Large Enterprise accounts, Public Institutions, Mesa Killers, Indirect Sales Partners, and Fixed Customers, end-to-end. To extract valuable business and customer experience insights from tools including Voice of Customer (VOC), social listening, Transactional Net Promoter Score (TNPS), Net Promoter Score (NPS), surveys, and retention programs, and to collaborate with CXX in enhancing the customer experience across all functions.

To monitor and facilitate the department’s strategic objectives. Key Responsibilities: Reporting and Insights Ensure departmental reports are consistently aligned with established business objectives and Key Performance Indicators to verify the fulfillment of strategic goals. Consistently deliver comprehensive reports to both local and corporate leadership on a scheduled basis, ensuring alignment with organizational objectives and facilitating informed decision-making. Provide both qualitative and quantitative analysis and actionable insights to assist business leaders in making informed strategic decisions. Work collaboratively with senior business leaders to assess and determine reporting requirements and priorities. Handle all insight and reporting projects, ensuring the implementation and utilization of relevant tools, including big data analytics and customer feedback and insight systems. Vodacom Business & Fixed Services Support Lead the implementation and oversight of the Viacom Business Support Strategy, ensuring alignment with and integration into the broader Customer Service and Experience Strategy of the organization. Collaborate closely with Channel and Product Owners to establish and implement effective action plans that address all identified segments, including Fixed Services. Deliver exceptional support for fixed services, catering to both consumer and business customers with a seamless experience.

Assess service and experience deficiencies to determine necessary training interventions and address identified gaps effectively. Strategy Serve as the steward of the Cops Strategy blueprint, ensuring its integrity and alignment with organizational objectives. Collaborate with senior leadership to guarantee the successful execution of strategic initiatives within the agreed-upon timelines. Qualification, Knowledge, Experience and Competencies A bachelor’s degree in Business Administration or a closely related discipline is required for this position. With a minimum of three years of professional experience in customer service operations, business analysis, or program management, you will bring valuable expertise to this role. Fixed service skills would be considered an additional benefit. With a minimum of three years of hands-on experience in customer service and experience management, as well as proven expertise in sales, marketing, commercial operations, or strategic planning, the ideal candidate will bring a well-rounded skill set to this role. Professionals should possess comprehensive expertise in customer service operations within telecommunications or related sectors, along with strategic insights and effective problem-solving methodologies. Familiarity with supporting fixed services would provide an additional benefit. Demonstrates exceptional analytical capability, including the ability to evaluate reports, pinpoint underlying issues, determine root causes, propose effective solutions, and synthesize information into a cohesive, strategic overview. Demonstrates outstanding leadership and management abilities to drive results through effective team and partner collaboration. A methodical individual with a firm grasp of essential cross-functional processes related to customer care, capable of contributing effectively and identifying opportunities for enhancement. Demonstrates exceptional proficiency in both written and verbal communication, encompassing compelling presentation and storytelling techniques, while also exhibiting a strong personal influence and persuasive capability.

• Not a perfect fit? At Vodafone, we value the unique strengths and diverse perspectives that each individual brings, rather than seeking perfection against every listed criterion. Our commitment lies in fostering an inclusive environment where all employees can excel, irrespective of their experiences or professional journey. We strongly encourage you to submit your application if this position resonates with your aspirations, even if your background doesn’t match every requirement precisely—you may be the ideal fit for this role or another opportunity within our organization. We encourage you to spread the word by clicking the icons below and sharing this opportunity with your network. Please submit your resume and application through our company’s website by following the provided link. Closing Date : 10th June , 2026. Latest job opportunities in Tanzania are now available. Ensure you stay informed by subscribing today. Click here for more details.

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