This role focuses on member life cycle management, customer service, and team leadership across multiple global locations. The successful candidate will thrive in a fast-paced environment, demonstrate the ability to innovate, and effectively manage a team to exceed performance expectations.
Essential Functions
- Lead a team at global headquarters and oversee international member-facing teams, handling hiring, performance management, and corrective action.
- Conduct weekly coaching sessions and team meetings, as well as monthly check-ins with international teams to ensure KPIs are met.
- Manage escalated member complaints and collaborate with IT and other departments to resolve complex issues.
- Develop and implement strategic initiatives to improve member services and align team goals with company objectives.
- Ensure consistent communication between Member Services and other departments, fostering collaboration and process improvement.
- Monitor and maintain expert-level knowledge of essential tools (BSI, Skava, Five9, PowerBI, Tableau, Verint, OMS).
Skills & Qualifications
- Advanced knowledge of member experience and customer service.
- Proven leadership skills, with the ability to manage teams and exceed performance expectations.
- Excellent communication and relationship management skills, with a global and cultural awareness.
- Strong process improvement abilities, proficient in Microsoft Office Suite, and experience with various service tools (PowerBI, Tableau, etc.).
- Ability to identify areas of opportunity and implement effective changes.
- Flexible work hours and ability to travel as needed.
Required Education and Experience
- Bachelor's degree from a four-year college or university.
- Five or more years of related experience and/or training.
- Two or more years of supervisory experience.
- An equivalent combination of education and experience may be considered.
- Six Sigma Green Belt or higher certification preferred.
Preferred Education and Experience
- Previous experience in a multi-level marketing (MLM) environment.
- Familiarity with Young Living's products and systems.
Supervisory Responsibility:
This job does not have supervisory responsibilities.
Work Environment:
This job operates in a professional office environment. The role routinely uses standard office equipment such as a laptop, desktop, smartphone, and photocopiers. The noise level in the work environment is usually moderate. Essential oils are worn and/or diffused in the work environment.
Position Type/Expected Hours of Work:
This position requires the incumbent to be physically present at the assigned worksite. The regular schedule is from 8 a.m. to 5 p.m., with an hour lunch, Monday through Friday. Occasional evening and weekend work may be required as job duties demand. Employees are also expected to work at least one non-convention farm event a year and to work at the annual company convention.
Exact hour requirements can be reasonably modified as necessary for the business needs by the employee's manager.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities of this job include close vision and the ability to adjust focus. The employee is required to type, file, and occasionally lift office supplies up to 20 pounds. The employee must be physically able to tolerate the scent of essential oils worn or diffused.
Note:
This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.
