Customer Experience Director

2 weeks ago

Columbus, Ohio, United States Quay Australia Full time
Director, Global Customer Experience

Quay Australia is seeking a seasoned professional to lead our customer service strategy and operations. As Director, Global Customer Experience, you will be responsible for bringing our customer service philosophy to life, overseeing daily operations, and building a best-in-class, omni-channel customer service experience.

Key Responsibilities:
  • Manage customer service operations supporting digital, social, and shops channels
  • Ensure accurate and timely handling of customer inquiries
  • Provide regular updates on customer service performance metrics to inform business decisions
  • Work cross-functionally and with third-party providers to improve customer service
  • Maintain awareness of industry developments and apply best practices to Quay processes and operations
  • Develop and implement training and quality assurance programs
  • Act as liaison between customer service and other teams in the company
  • Ensure compliance with regulatory requirements impacting customer service
  • Maintain in-depth working knowledge of Quay's 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
Requirements:
  • 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.

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