Customer Service Transformation Leader

4 days ago


Louisville, Kentucky, United States MRINetwork Jobs Full time
Job Description

Elevate your career as a Customer Service Transformation Leader at MRINetwork Jobs. In this pivotal role, you will drive innovation and lead a customer service team to new heights.

  • We are seeking a strategic leader with a strong background in customer service transformation, who excels at developing talent and driving growth within their teams.
  • You will oversee a team of up to 40 professionals, developing talent, implementing streamlined processes, and preparing the organization for a robust e-commerce future.
  • Your expertise in building career paths, enhancing service intake and quality, and delivering an exceptional customer experience will be key to creating lasting impact.
Responsibilities:
  • Develop and Mentor Talent: Shape the future of customer service by creating clear career tracks and advancement opportunities.
  • Enhance Call Intake and Quality Integration: Drive efficiencies in call intake and seamlessly connect these processes with the quality department.
  • Lead E-Commerce Transition: As the organization moves toward e-commerce, you will lead the way, adapting systems, and transforming the service model to meet the needs of online customers.
  • Data-Driven Optimization: Track, analyze, and leverage KPIs across service levels, productivity, and issue resolution.
Requirements:
  • Bachelor's degree in Business, Marketing, or a related field, or equivalent experience.
  • 10-20 years in a customer service leadership role, particularly in high-volume, multi-channel environments.
  • Demonstrated success in transforming customer service operations and leading teams through strategic change.

The estimated salary for this position is $120,000 - $180,000 per year, depending on qualifications and location.



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