Head of Frontline Support 80-100% page is loaded## Head of Frontline Support 80-100%remote type: Standard Hybrid Modellocations: Zurich (Headquarter)time type: Full timeposted on: Posted Todayjob requisition id: REQ\_30036320As Head of Frontline Support, you will play a critical role in ensuring our frontline teams are fully prepared to deliver exceptional customer experiences. You will lead training, operational communication, and readiness initiatives that directly influence service quality, customer satisfaction, commercial performance and operational efficiency. With a strong focus on transformation, AI enablement, and consistent cross‐channel execution, you will drive performance across key KPIs such as problem resolution, NPS and CSAT and sales conversion rates. **YOUR CHALLENGE:*** Ownership of frontline readiness strategy and tools for all consumer channels* Development of a frontline engagement transformation plan using new tools and opportunities* Production of all instructor-led and eLearning training material* Manage all internal and BPO trainers* Production and in-life management of frontline communucations* Production of agent supporting content hosted in knowledge management tool**YOUR SKILLS:*** University degree (Business, Communications, Digital Management or equivalent)* Additional qualifications in Leadership, Change Management* 7-10 years in Customer Operations, Training, Enablement or operational support roles* Proven leadership experience in multi-location or matrix organizations* Strong experience designing and scaling training, content, communication and knowledge programs* Experience collaborating with operational, digital, and frontline teams* Experience with AI-supported enablement* Fluent in English & GermanAt Sunrise, you’ll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn’t just a program for us, it’s part of our DNA. By celebrating our differences, we achieve great things together.Sunrise has partnered with «Advance – Gender Equality in Business». We’ve also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.**#ChallengersWanted**Information for agencies: Application dossiers sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted. #LI-KD1Sunrise aims to connect people, champion innovation and accelerate digital life. With roughly 2,600 employees (FTE) from around 80 countries, we’re a unique combination of entrepreneurial spirit and high-profile company. As an employer of choice, we offer equal opportunities to a diverse workforce, boosting engagement and performance through future-oriented ways of working.
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