Head of Frontline Support 80-100%

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It's where respect and innovative ideas combine with real teamwork - every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.
 

As 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 & German

At 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.

Ready to rise to the challenge? Then join the team and actively shape our future!

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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.

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