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Executive Director, Customer Experience and Operations
2 months ago
The Judge Group is seeking a highly skilled and experienced leader to join our team as Executive Director, Customer Experience and Operations. This role is responsible for managing a team of analysts and systems/support professionals who provide support to all leaders and colleagues across a multi-site contact center to ensure a best-in-class, efficient, and customer-focused operation.
Key Responsibilities:- Manage, coach, and develop a high-performing team of support professionals to run a best-in-class contact center operation across multiple contact center sites.
- Provide comprehensive scheduling, reporting, problem resolution, business resumption, and other support tasks within Customer Care and trending/reporting to business lines we support.
- Liaison with IT and Digital Platform Support team to ensure projects for Customer Care are executed and communicated in a timely manner.
- Collaborate with business line leaders within Customer Care to provide insights to the Director to inform future roadmap items.
- Develop objectives and plans that are linked to business objectives; implement plans and milestones; work with Customer Care leadership to proactively address deficits in performance management.
- Liaison with Vendor Management and 3rd party leaders to ensure all vendor relationships owned in Customer Care are managed appropriately in respect to compliance, legal and risk management accountability.
- Formulate solutions to complex problems through researching, analyzing, recommending, and resolving issues or cause(s) of problems which will remove, amend, or nullify the negative impact of the problem.
- Key lead for any system outages/impacts across Customer Care to report, track, and analyze customer and colleague impact, along with escalating to appropriate teams for a quick resolution.
- Bachelor's Degree or equivalent combination of education and experience in Financial Services or Business.
- 5-7 years in a Contact Center Leadership role with demonstrated ability to lead highly technical teams and support functions.
- Project Management Experience.
- Power BI Experience.
- Competitive salaries with professional development and advancement opportunities.
- Retirement savings including both 401(k) and Pension plans.
- Paid time off to volunteer in your community.
- Opportunities to connect with others through our diversity-focused Colleague Resource Groups.
- Bonus benefits including well-being programs and incentives, parental leave, an employee stock purchase plan, military benefits and much more.
- Personal banking, loan, investment and insurance benefits.
The Judge Group is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential.
