
Head of Customer Service Operations
1 week ago
**About the Opportunity:
We are looking for an energetic and performance-focused Head of Customer Service Operations. Your charter is to drive our CS transformation, expand our international footprint, and provide day-to-day operational leadership to our CS function, working closely with all our cross-functional partners and stakeholders.
At your core, you’ll practice servant leadership, learn the meaning and execution of the Effortless Experience Strategy; thrive in a fast-paced, collaborative, process-driven environment, and be able to adapt and adjust plans on the fly. You must also have strong prioritization skills and a willingness to roll up one's sleeves to get the job done. Most importantly, you’ll drive strategies and execution plans in the transformation of our CS team, and help bring our CS function to best-in-class.
**What You’ll Be Doing**:
- Support and drive the CS transformation strategies and bring the CS function to best-in-class within the next 6-9 months
- Drive the CS technology roadmap and strategies to retool our CS function
- Operate with a deep, empathetic understanding of our customer (e.g., journey, friction points, behaviors)
- Detect emerging trends in customer experience, drivers of customer action, change in the agent experience and articulate those qualified insights across stakeholder groups for strategic action
- Leverage data to identify opportunities and gaps in performance and coordinate actions across your leadership team to deliver improved results
- Execute strategy at the customer contact level with consistency, course-correct where needed, and proactively communicate outcomes to leadership and stakeholders
- Manage teams to meet customer metrics, while creating a high-performance culture of excellence (e.g., Net Promoter Score, CSAT, First Contact Resolution, Abandonment, etc.)
- Model servant leadership, change management, business ownership, brand guardianship
- Inspire your leaders to be relentless advocates for the customer and employee
- Champion individual and team development across your organization, build bench strength
**What We Look For In You**:
- BA/BS degree
- Track record for building and growing world-class support organizations characterized by customer-centricity and high productivity
- Experience creating and executing an effortless customer experience strategy
- Strong empathy for customers; employs a customer-backward approach
- Strong analytical skills; ability to interpret management intelligence and business intelligence to develop strategy and make recommendations
- Employ a data-driven approach to managing team; track record of exceeding targets, KPI’s SLA’s
- Excellent leadership, management, and interpersonal skills; ability to inspire and motivate others
- High EQ; excels in navigating the highly collaborative and matrixed environment and leading with influence
- Excellent communication skills and presentation skills
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