Director, Global Customer Experience
3 months ago
**Director, Global Customer Experience**
**Operations | Columbus, OH | Full Time**
Job Description **POSITION TITLE:** Director, Global Customer Experience
**REPORTS TO:** Chief Operating Officer **DEPARTMENT:** Operations
**SUPERVISES:** Customer Experience Manager, Customer Experience Specialists
**EMPLOYMENT TYPE:** Full Time
**LOCATION**: San Francisco or Columbus
**______________________________________________________________________________**
**SUMMARY OF POSITION:**
The Director, Global Customer Experience will bring Quays customer service strategy and philosophy to life, overseeing daily operations, and building a best-in-class, omni-channel customer service experience. Responsibilities include managing the day-to-day departmental duties, monitoring performance, and improving customer service supporting the sale of notoriously cool sunglasses and stylish prescription eyewear. The ideal candidate has a passion for operational excellence as this role is both hands-on and requires strong cross-functional collaboration skills.
**PRINCIPLE ACCOUNTABILITIES:**
Accountable for Customer Service operations supporting Digital, Social and Shops
Ensure that customer inquiries are handled in an accurate and timely fashion
Provide regular updates on customer service performance metrics to inform business decisions
Work cross-functionally and with third-party providers to improve customer service; oversee our outsourced servicing operations, including training, SLAs, issue resolution, and quality assurance
Maintain awareness of industry developments and apply best practices to Quay process and operations
Develop and implement training and quality assurance programs
Act as liaison between the customer service and other teams in the company
Ensure compliance with regulatory requirements impacting customer service
Maintain in-depth working knowledge of the companys products, systems, and processes
Draft, submit and manage to the approved department budget
Collect and synthesize customer feedback and insights and share back across the organization.
Recruit, retain and develop talent
**Budget Owner:** Yes
**Fiscal Accountabilities:**
Draft, propose annual operating budget
Annual budget for outsourced customer service call center and technology providers ~$500K
Review vendor invoices for accuracy
**Key Working Relationships:**
DTC, Shops, Brand, Operations, IT, Order Management, third-party providers
Flexibility in working hours is needed as key stakeholders are in various time zones including US, Australia, and UK
**Travel Requirements:**
Less than 20%
**Required Skills & Experience:**
10+ years of customer experience; 5+ years of managing and developing customer service operations
Experience working with and understanding call center tools, technology, and process
Ability to gather and analyze data to generate actionable insights
Retail and/or Direct to Consumer experience required
Demonstrated passion for customer service
Curiosity and problem-solving skills
Experience with project management, planning and prioritizing
Experience with FreshDesk and chatbots preferred
**Physical Requirements:**
This position is based in an office environment. Primarily sedentary work with occasional exertion of up to 10 pounds of force to lift, carry, push, pull or otherwise move objects.
Must be able to perform essential functions (with or without an accommodation) without posing a "direct threat" to the health and safety to self or others.
The Company reserves the right to alter, change, abolish and even combine jobs depending upon changing conditions.
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