Global Operations Manager – Customer Care

Company Description

Wix makes it possible for anyone to succeed online. Since 2006, we’ve grown to around 5,300 employees in 22 countries, launched over 40 products, and serve over 282 million users and their visitors worldwide. At Wix, we push you to innovate, evolve in non-traditional ways, and collaborate. We operate in small teams that work closely together at a high level.

Although we’re already industry leaders in web creation and business, our work is nowhere near done. Our goal is to become the main engine of the Internet so we can create a more open web for all.

We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcome, and anyone has the right to succeed.

Job Description

As a global operations manager, you will be at the forefront of shaping and executing the global strategy for Wix's Customer Care operations. This dynamic role is crucial for maintaining alignment across regions and business units, driving excellence in customer service, and ensuring operational processes are streamlined for maximum efficiency. In your day-to-day, you will:

Take part in creating and implementing global customer care strategies, ensuring smooth operations worldwide and maintaining high service standards

Lead operational plans and execute management-level initiatives

Oversee a global team of operations managers to ensure customer care processes, tools, and systems are standardized, improved globally, and adaptable to local needs

Plan and carry out customer care initiatives and communication in line with business and HR goals, while keeping leadership informed and aligned on priorities

Work closely with product operations and Wix leadership to align on long-term goals, refine customer experience strategies and drive continuous improvements across the organization

Oversee major projects, such as organizational changes and process improvements, making sure they align with business goals and are successfully executed

Support the VP of Customer Care in driving key initiatives, improving team efficiency, and aligning operations with strategic goals through close collaboration and project oversight.

Qualifications

Extensive experience in a global operations leadership role, ideally within customer care or customer experience-focused environments

Proven track record of leading large, geographically dispersed teams with a strong focus on operational efficiency, customer satisfaction, and continuous improvement

Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels, from frontline staff to senior leadership.

Strategic mindset with a hands-on approach to execution, able to balance long-term vision with immediate operational needs

Strong organizational and problem-solving skills, with the ability to manage multiple complex initiatives and priorities simultaneously

Fluent in English and Hebrew

Experience in customer care, service management, or similar functions at a global scale – an advantage

Additional Information

We are the Ops team in the Wix’s Customer Care group! We lead, plan and facilitate the execution of Customer Care’s day-to-day and long-term strategy. We aim to ensure operational excellence, rethink existing processes, improve dev velocity, and ensure projects run smoothly. To do this, we work closely with group heads, coordinate between teams, prioritize requests and manage the daily operations of our team. Our Customer Care group is not your typical customer support, and we’re not your typical operation managers. We make sure that all our group members can accurately represent the Wix user's voice and work closely with Product to deeply understand Wix technologies and services, with the proper support they need and with less of the hassle. We are a friendly, driven team, with diverse growth opportunities in a dynamic environment.