RS Group is hiring a Director of Customer Service Operations to lead all customer service functions within the Global Business Shared Services for the Americas region. This role is responsible for managing front and back-office teams, driving process improvements, and delivering a best-in-class customer experience.
What You'll Do
- Lead a high-performing Customer Service team for the region, ensuring a best-in-class stakeholder experience.
- Supervise Front Office and Back Office managers and operational areas.
- Oversee and establish best-in-class processes and policies.
- Liaise with Sales, Operations, and other Group teams to create an exemplary end-to-end customer service framework focused on customer satisfaction.
- Oversee and ensure completion of the overall governance structure and framework.
- Manage oversight of bi-annual and annual audits.
- Oversee the daily operations of front and back-office customer service teams across all channels.
- Serve on planning and policy-making committees.
- Serve as the primary legislative liaison on company financial issues.
- Establish and implement short- and long-range departmental goals, objectives, policies, and operating procedures.
- Design and maintain an organizational structure and staffing to effectively accomplish departmental goals through objective setting, development plans, and talent acceleration.
What We're Looking For
- Expert, hands-on knowledge of Customer Service Operations.
- A deep understanding of the industry and our sales cycle.
- Deep knowledge of the various Customer Service channels to ensure an omni-channel experience.
- Deep knowledge of the Customer Experience Journey and all customer touchpoints.
- Professional written and verbal communication and interpersonal skills. Ability to motivate teams to produce quality work within tight timeframes and manage multiple projects.
- Ability to translate financial data to non-finance colleagues clearly and concisely.
- Willingness to work a flexible schedule.
- A combination of a completed Professional Degree and at least ten years of experience in a senior-level Customer Service Team.
- Ability to inspire and lead a high-performing Shared Services team for optimal performance and stakeholder experience.
- Empathy and a collaborative work ethic.
- Excellent stakeholder engagement and management skills at the most senior organizational levels.
Team & Environment
This role reports to the VP for Global Shared Business Services for Americas. Key stakeholders include the VP Sales, VP Operations for Americas, and the President Americas.
RS Group's culture is built on being one team, delivering brilliantly, doing the right thing, and making every day better.
