Director of Customer Operations
4 weeks ago
About Rewards Network Celebrating our 40th year, Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial, marketing services, and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers. Our offers leverage advanced technology and powerful data analytics, providing value to our restaurants, diners, and strategic partners' loyalty programs. Our Culture At Rewards Network, you will find a passionate and diverse group of professionals that enjoy working collaboratively, solving problems, and taking ownership of not only their own careers and success, but the success and continued growth of the organization. We take pride in partnering with the world's most powerful loyalty programs to bring full price paying customers and better ways to access working capital options to local restaurants. We offer a challenging and rewarding environment where you can maximize your potential. Job Overview The Director, Customer Operations will report into the Revenue Operations function, leading our talented Client Success, B2B and B2C Customer Support, and Sales Development teams. With restaurants and members throughout the US and strategic partnerships with some of the largest global travel brands and other partners, this role will ensure streamlined operations and processes, lead efforts to ensure repeatable quality interactions, and leverage data to inform business decisions. This role is Chicago-based and requires regular and consistent time in our Chicago office ( 3-4 days per week ) to collaborate with their teams and key internal partners. As the leader of a nearly 40-person team, the Director, Customer Operations will play a critical role in coaching and developing individual contributors and people managers at various levels. What you’ll bring to the table: (Responsibilities) Empower a team of client and member services representatives, customer success professionals, and sales development representatives by fostering a culture of mentorship, growth, and support. Develop a high-performing, customer-focused team that is committed to delivering exceptional service. Leverage data to unlock insights and proactively identify opportunities for enhancing the customer experience. Focus on understanding customer needs and pain points to drive solutions that elevate satisfaction and build loyalty. Develop and execute strategies to reduce customer churn rates, including implementing proactive customer success initiatives and addressing root causes of churn Build and lead a high-performing team of client and member services representatives, client success professionals, sales development representatives, supervisors and managers; provide mentorship, guidance, and support for continued career development Collaborate closely with department leaders across multiple functions, such as Sales, SalesOps, Product, and Marketing to drive efficiency and quality customer experiences. Partner with sales leadership to align efforts across field-based and corporate-based account managers, ensuring clear ownership and accountability based on named accounts, account size, business relationship and other metrics Drive account renewals, upsells, and expansions to increase the customer lifetime value of our top customers Serve as an escalation point for customer-related issues that require leadership oversight Manges team of nearly 40- including Manager, Supervisors, and individual contributors in various levels Expected to manage a budget and guide an overall staffing plan to meet the needs of the business; will be measured by revenue, churn and other key business and operational KPIs Do you have the right mix of ingredients: (Requirements) Bachelor’s degree in business, finance, marketing, or related field or equivalent combination of education and experience 7+ years leading operational teams in a complex and fast-paced environment Experience in payments, financial services or technology industry a plus Strong leadership and people management skills with a proven ability to develop talent Proficiency with Salesforce, including case management Experience with customer service, call center, or other platforms Strong problem-solving skills and an ability to motivate teams to solve problems with a focus on urgency and quality Demonstrated success building or improving repeatable and measurable processes, a keen eye for identifying bottlenecks, efficiencies, and root cause of existing process gaps Strong communication skills and an ability to present complex data to a diverse audience Strong attention to detail and analytical skills, able to interpret customer data and translate into insights Potential minimal travel for in-field experience or off-site meetings In office 3-4x per week , this is a Chicago based position What you’ll love about us: Competitive base salary and comprehensive benefits package, which includes: Competitive Paid Time Off and company holidays Generous dining reimbursement when you dine with our restaurant clients. 401(k) plan with a company match Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants) Partnership with Rx n Go, offering certain prescriptions for free. Two dental plan options and a vision plan Flexible Spending Accounts and a pre-tax commuter benefit program Accident, Critical Illness, and Hospital Indemnity Insurance Plans Short Term and Long Term disability Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance Employee Life Assistance Program Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations Catered lunch on Tuesday's in our Chicago office for all employees Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity. #J-18808-Ljbffr
-
Customer Engagement Manager
2 weeks ago
Chicago, Illinois, United States Customer Labs Full timeJoin a dynamic and innovative startup that is revolutionizing the Supply Chain sector through real-time tracking and comprehensive visibility. If you are contemplating submitting an application, please ensure you review the entire description before proceeding.About the Position:Customer Labs is seeking a driven and seasoned Customer Success Manager to...
-
Marketplace Customer Service Director
7 days ago
Chicago, Illinois, United States State of Illinois Full timeJob SummaryWe are seeking a highly skilled and experienced professional to lead the Customer Assistance Center functions for the State of Illinois. As the Marketplace Customer Service Director, you will be responsible for overseeing the Customer Assistance Center vendor and providing strategic leadership, strong leadership skills, creativity, and advanced...
-
Director of Operations
1 week ago
Chicago, United States NEW LIFE CENTERS OF CHICAGOLAND NFP Full timeJob DescriptionJob DescriptionPosition Summary The Director of Operations position is full-time, 40 hours per week (exempt, benefits eligible). The Director of Operations will report to the Chief Operations Officer and will help support a team of Directors who implement daily operations at any of our NLC locations. The Director of Operations is responsible...
-
Chicago, United States Big Brothers Big Sisters of Metropolitan Chicago Full timeDescriptionPosition: Director of Customer Service and Community Engagement FLSA Classification: Exempt Reporting Relationship: Chief Program and Operating Officer (CPOO) ABOUT BIG BROTHERS BIG SISTERS OF METRO CHICAGO (BBBSCHI): BBBSCHI'S Mission is to create and support one-to-one mentoring relationships that ignite the power and promise of youth. ...
-
Chicago, Illinois, United States Big Brothers Big Sisters of Metropolitan Chicago Full timeAbout the RoleThe Director of Customer Service and Community Engagement will be responsible for maintaining excellence in the engagement of agency constituents and customer service processing functions of the Big Brothers Big Sisters of Metropolitan Chicago agency.Key ResponsibilitiesStrategic recruitment of youth and volunteers from throughout the service...
-
Director of Operations
1 month ago
Chicago, United States Permantech2 Full timeJob DescriptionJob DescriptionThe Director of Operations is responsible for overseeing the day-to-day activities and leadership of production, shipping/ receiving, purchasing, planning/ scheduling, customer service, quality, safety, maintenance and engineering of multi-plant operations. This person will plan, coordinate, direct, and improve processes to...
-
Director of Program Operations
1 month ago
Chicago, United States NEW LIFE CENTERS OF CHICAGOLAND NFP Full timeJob DescriptionJob DescriptionPosition SummaryThe Director of Program Operations position is full-time, 40 hours per week (exempt, benefits available). The Director of Program Operations will report to the Chief Program Officer and will help support a team of Directors who implement daily programming at any of our NLC locations. Programming activities occur...
-
Director of Operations
5 days ago
Chicago, Illinois, United States MRINetwork Jobs Full timeJob SummaryMRINetwork Jobs is seeking a seasoned Director of Operations to lead the production, technical support, and safety of a 24/5 operation. This organization prioritizes work-life balance for all employees and prides itself on delivering high-quality plastic parts to customers.Key Responsibilities:Provide strategic support to the production team,...
-
Director of Operations
4 weeks ago
Chicago, United States Brilliant Financial Search - IL Full time $180,000 - $210,000Job DescriptionJob DescriptionRole – Director of OperationsIn-Office, looking for early start timeJob Summary:Reporting directly to the senior management team, the Director of Operations/Project Management provides overall management and leadership for the installation and service functions. This role will implement and execute strategies to achieve margin...
-
Operations Director
7 days ago
Chicago, Illinois, United States Covert Recruiting Full timeJob SummaryWe are seeking an experienced Operations Director to lead our Customer Operations Team. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operational efficiency of our team and collaborating with leaders across departments.Key ResponsibilitiesTeam Management: Manage a team of Operations Specialists,...
-
Chicago, United States VusionGroup Full timeJob DescriptionJob DescriptionCompany DescriptionAre you ready to develop the future of retail? As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive...
-
Director of Operations
4 weeks ago
Chicago, United States Manta Resources Inc. Full timeOur client, a precision injection molding manufacturer with over 50 years of molding experience, is on the hunt for a Director of Operations lead the production, technical support and safety of a 24/5 operation. This organization places a high priority on providing work/life balance for all their employees and pride themselves on being able to provide the...
-
Director of Operations
4 weeks ago
Chicago, United States Manta Resources Inc. Full timeOur client, a precision injection molding manufacturer with over 50 years of molding experience, is on the hunt for a Director of Operations lead the production, technical support and safety of a 24/5 operation. This organization places a high priority on providing work/life balance for all their employees and pride themselves on being able to provide the...
-
Director of Operations
1 month ago
Chicago, United States MRINetwork Jobs Full timeJob DescriptionJob DescriptionOur client, a precision injection molding manufacturer with over 50 years of molding experience, is on the hunt for a Director of Operations lead the production, technical support and safety of a 24/5 operation. This organization places a high priority on providing work/life balance for all their employees and pride themselves...
-
Program Operations Director
1 week ago
Chicago, Illinois, United States NEW LIFE CENTERS OF CHICAGOLAND NFP Full timePosition OverviewSummary of RoleThe Director of Program Operations is a full-time position, requiring a commitment of 40 hours per week (exempt, benefits available). This role reports directly to the Chief Program Officer and plays a crucial part in supporting a team of Directors responsible for executing daily programming across various locations. The...
-
Operations Director
7 days ago
Chicago, Illinois, United States NEW LIFE CENTERS OF CHICAGOLAND NFP Full timeJob SummaryWe are seeking a highly skilled and experienced Director of Operations to join our team at New Life Centers of Chicagoland NFP. The successful candidate will be responsible for overseeing the daily operations of our organization, ensuring the smooth execution of our programs and services, and driving business growth and development.Key...
-
Director of Operations
4 days ago
Chicago, Illinois, United States Chick-fil-A Full timeJob DescriptionAt Chick-fil-A, we are seeking a highly skilled and experienced Director of Operations to join our team. As a key member of our leadership team, you will be responsible for driving business growth, improving operational efficiency, and ensuring exceptional customer satisfaction.Key Responsibilities:Business Growth: Develop and implement...
-
Director of Retail Operations
2 weeks ago
Chicago, United States Illinois Equity Staffing Full timeWe are seeking a Director of Retail Operations to lead and manage the operational aspects of our multi-unit dispensary network across Illinois. This strategic role focuses on the operationalization of new dispensaries and the enhancement of existing ones by streamlining operations and maximizing revenue. The ideal candidate will be instrumental in fostering...
-
Director, Grant Operations
2 months ago
Chicago, United States Association of Diabetes Care & Education Specialists Full timeDo you have expertise in contract compliance and budget management experience related to grant funded awards? Do you consider yourself a strong leader with the ability to manage and mentor team members on a large project? If you answered yes, and are interested in joining an organization that is making a difference, this may be the position for you! The...
-
Director of Retail Operations
2 weeks ago
Chicago, United States Illinois Equity Staffing LLC Full timeWe are seeking a Director of Retail Operations to lead and manage the operational aspects of our multi-unit dispensary network across Illinois. This strategic role focuses on the operationalization of new dispensaries and the enhancement of existing ones by streamlining operations and maximizing revenue. The ideal candidate will be instrumental in fostering...
