Vice President of Customer Operations
Company Description
Zealous General Trading L.L.C. (ZEALOUS LLC) is a UAE-based retail apparel and fashion company focused on delivering fashion-forward collections to diverse customer segments. With a team of 11–50 professionals, the company curates trendy and chic apparel from leading designers and brands to stay ahead of evolving fashion trends. ZEALOUS LLC is committed to exceptional quality, distinctive design, and a customer-centric shopping experience across online and in-store channels. The company uses innovative technologies to create seamless, personalized journeys for shoppers and aims to inspire confidence and self-expression through fashion. Join ZEALOUS LLC to contribute to redefining fashion retail in a dynamic, growth-oriented environment. Role Description The Vice President of Customer Operations is a full-time remote role responsible for leading end-to-end customer experience across all retail channels. This position oversees customer service strategy, operational processes, and performance metrics to ensure high levels of customer satisfaction and retention. Day-to-day responsibilities include designing and optimizing customer support workflows, managing service policies and escalation procedures, and collaborating with marketing, merchandising, and technology teams to improve the customer journey. The role also involves leading and mentoring customer-facing and operations teams, setting clear objectives, and driving continuous improvement initiatives based on data and customer feedback. The Vice President of Customer Operations will play a key role in scaling operations, implementing best practices, and aligning customer operations with the company’s vision and growth plans.
Qualifications
Candidates should possess strong Analytical Skills to interpret customer data, identify trends, and drive insight-based operational decisions. Candidates should possess expertise in Customer Service and Customer Satisfaction to design and maintain exceptional, customer-centric experiences. Candidates should possess proven Team Leadership capabilities to guide, develop, and motivate cross-functional and geographically dispersed teams. Candidates should possess solid Project Management skills to plan, execute, and oversee operational initiatives and process improvements. Extensive experience (8+ years) in customer operations, customer experience, or service leadership roles, preferably in retail, e-commerce, or consumer-facing sectors. Demonstrated ability to work effectively in remote environments, with strong communication, stakeholder management, and collaboration skills. Background in developing and implementing scalable customer operations strategies, including use of CRM and customer support platforms. Bachelor’s degree in Business, Management, Operations, or a related field; advanced degree is an advantage.