Vice President of Customer Service Leadership
1 day ago
The Vice President of Customer Service will lead the development and execution of a comprehensive global customer service strategy that aligns with company goals, emphasizing customer satisfaction, retention, and brand loyalty. This role will oversee the entire customer service function, including call center operations, email/chat support, technical support teams, and warranty/returns management.
Key Responsibilities
Develop and execute a global customer service strategy that aligns with company goals
Lead integration efforts for new acquisitions, ensuring seamless customer service alignment with the company's standards and processes
Collaborate with cross-functional teams to create a cohesive customer experience strategy
Analyze customer feedback and market trends to proactively identify areas for service improvement and innovation
Requirements
Bachelor's degree in business management, operations management, or related field
15+ years of experience in customer service
10+ years of leadership experience in customer service
Excellent professional communication and relationship building skills
Working knowledge of continuous improvement methodologies
Ability to handle multiple projects simultaneously within time constraints
Competencies
Focused on delivering outstanding service and building long-term customer relationships
Ability to inspire and lead large teams toward common goals
Ability to think strategically and resolve complex customer service issues
Strong written and verbal communication skills, able to interact with all levels of the organization
Comfortable with change and able to lead through dynamic business environments, especially during periods of growth and acquisition
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