- Development, Implementation and consistent execution of best-in-class operations and customer experience standards
- Lead, manage, and support a highly productive, motivated, and driven team
- Own financial and operational performance of team including identifying opportunities to further improve performance
- Partner closely with internal cross-teams to ensure customer-related issues are effectively communicated and the team is fully supported
- Actively participate in senior leadership meetings to help craft quarterly goals and set the long-term strategy for customer operations
- Work closely with People & Culture team on hiring, training, and ongoing career development
- Gather anecdotal and quantitative feedback from the customer to measure experience and optimize performance.
- Monitor industry trends for best practices and technologies
- Collaborate with cross-teams to develop and execute new company-wide initiatives.
- Be a supporter of our values, culture and brand. This person will set help set the tone of what it means to be obsessed with our team and our customers.
10+ years of experience working as a senior leader for customer-centric organizations
- Experience building and scaling customer support departments with local and remote agents
- Deep understanding of traditional and cutting-edge supportchannels - phone, email, text message, Facebook messenger, video conferencing, social media, chat, etc.
- Proven ability to build & execute customer-centric strategies
- Experience managing multiple departments, building out reporting hierarchies and creating accountability across large and small teams
- Ability to coordinate with various functional teams to drive improvement in the customer experience
- Superior ability to collect, understand and analyze large sets of data in order to draw defensible conclusions and turn them into actionable items
- Comfortable with taking a “hands-on” approach to all areas of CS
- Accessible to all team members and eager to solicit feedback from internal and external customers
- Must love to make customers happy!