Head of Customer Service Operations

A large, well-established company providing a broad range of services - both technological and non-technological - to government ministries and local authorities is seeking a senior leader to establish and manage a national customer service operation.
This role involves the setup, management, and ongoing development of a large-scale service operation for one of the largest government ministries in Israel, including responsibility for multiple service centers, regulatory compliance, and continuous operational improvement.

Key Responsibilities:

- Establishing and managing a national customer service operation, including two large service centers located in the north and south of Israel
- Direct management of call center managers, team leaders, and supporting operational functions
- Full responsibility for meeting service levels, SLA and KPI requirements in accordance with contractual obligations
- Managing the ongoing relationship with government and regulatory stakeholders
- Leading digital transformation initiatives, including process automation, information systems, and AI-driven solutions within the service operation
- Driving continuous improvement in service quality, operational efficiency, and customer experience
דרישות התפקיד:
Mandatory Requirements:

- Proven experience managing large-scale customer service or call center operations with hundreds of employees, across multiple sites
- Hands-on experience leading digital transformation, information systems, and/or AI-related projects
- Experience working with regulated environments, tenders, or public-sector clients - a strong advantage
- Academic degree
- Strong leadership capabilities, systems thinking, and the ability to lead complex operations

Availability:

- The service operation is scheduled to be launched in early March
- Availability to start within the coming weeks is a significant advantage

Compensation & Benefits:

- Salary up to 33K ILS + company car
- Senior-level role with wide operational responsibility
- Stable, long-term opportunity