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VP of Customer Care Centers

Company: Retail / Retail Stores, Las Vegas, NV
Location: Las Vegas
Posted on: February 15, 2019

Job Description:

Position Summary

The successful candidate for this role will impact the Company brands through strong leadership and innovation. This role brings value to the company by providing an internal forward-thinking resource that can help us ensure world class customer service through staffing, and managing business metrics to include voice of the customer. Proven senior leader to inspire and lead 1,500 associates (up to 4,000 during peak season) across 4 offices and 10 states to deliver excellent customer service.

Major Responsibilities: Demonstrated experience in developing others Own the customer experience and drive world class customer service, using quality scores and voice of the customer as barometers. Capable of leading customer care teams and identify improvements to process and customer experience, to be shared across all sites as best practices Strategic leader who can identify process improvements and develop solutions, and lead execution Lead the teams to meet all KPIs, such as quality, efficiencies, cost per contact, and to meet all service levels. Lead meetings to discuss and review performance and innovate new ideas for performance enhancements. Drive participation in regular visits to site activities including AOS roundtable discussions, management discussions and conduct agent side-by-side call monitoring. Partner with finance in the annual and ongoing budget process to ensure a well thought out plan is able to be executed to deliver expected results. Leadership: Solutions oriented with an entrepreneurial spirit Passionate about leading and growing an innovative leadership team Enjoy engaging and communicating across a variety of stakeholders Willing to flex leadership style and able to get their hands dirty to drive initiatives Strong desire to learn and share new ideas in an effort to inspire yourself and the surrounding team. Thoughtful, transparent, and positive approach to work and colleague interactions. Desire to experiment and use data to drive decisions Strong attention to detail in an effort to give end users an incredible experience Requirements: Bachelor's degree or equivalent education and experience in Business Management or related field. 5-7 years of relevant professional experience which includes a minimum 2-3 years in each of the following areas 1) Managing a customer success team, including remote management 2) Cross functional team management 3) Customer relationship management Ability to scale and develop customer success teams Experience creating an engaging environment for associates Experience creating, analyzing and executing large budgets across several departments Experience with branding and Voice of Customer (VOC) across multiple complex brands Solid experience managing a remote workforce Experience with social channels including social media, chat, email and phone

Keywords: Retail / Retail Stores, Las Vegas, NV, Las Vegas , VP of Customer Care Centers, Executive , Las Vegas, Nevada

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