Responsibilities
- Create and implement a strategic plan for the customer support function that supports overall business objectives.
- Initiate long-term programs aimed at improving the quality and efficiency of customer service delivery.
- Work closely with senior leaders to align department goals with company-wide priorities.
- Manage relationships with external vendors handling outsourced or offshore support, including oversight of service level agreements, quality assurance, and performance metrics.
- Lead and evaluate Customer Service Managers and their teams to ensure high operational performance.
- Track and assess key performance indicators and service level commitments to uphold service standards.
- Review operational data to detect patterns, obstacles, and areas for enhancement.
- Collaborate with Product, Engineering, and Account Management teams to deliver consistent customer experiences.
- Advocate for customer-focused solutions by representing the support team in company-wide initiatives.
- Conduct routine performance evaluations with managers, providing feedback and growth guidance.
- Define performance standards and accountability frameworks across the department.
- Acknowledge strong performance and guide corrective actions where needed.
- Serve as the final escalation point for critical or complicated customer issues.
- Ensure timely and effective resolution of escalated cases while preserving customer satisfaction.
- Develop and enforce standardized operating procedures to improve support workflows.
- Lead ongoing process optimization efforts and ensure team-wide implementation.
- Stay current on industry developments and apply relevant best practices to department strategies.
- Oversee training initiatives to ensure staff have up-to-date skills and knowledge.
- Promote a work environment that values ongoing learning and career advancement.
- Report regularly on team performance, successes, and challenges to executive leadership.
- Offer data-driven insights and recommendations to inform business decisions.
- Define and guide the strategic direction of the department.
- Manage multiple complex projects and programs simultaneously.
- Develop and manage the department’s budget in alignment with organizational goals.
- Analyze and resolve intricate operational or customer-related problems.
Work Arrangement
Hybrid — Scottsdale, AZ
Team
Leads a team of managers, supervisors, and their respective agent teams, including diverse groups across the U.S. and offshore in India.
Team
- Team size: diverse teams across the US as well as offshore in India
- Structure: leads a team of Managers, Supervisors and their respective agent teams
