The Senior Director of Customer Care is a key strategic and operational leadership role. This person will help drive AI initiatives throughout Customer Care and the company.

They will be responsible for the development, continuous improvement, and delivery of customer service. In addition, the Sr. Director will lead the team’s strategic development of operational requirements, while scaling technology to improve processes. While operating with urgency to identify and develop culture, performance improvements, and efficiencies for the customer and for leading/developing leadership teams. With an intrinsic passion for customers, and a willingness to innovate and continuously improve, this candidate will be empowered to lead and deliver new solutions.

• Focus on AI and automation solutions leveraging our AWS Connect and Salesforce Service Cloud implementations
• Build service plan and offerings within Shared Services for differentiated support
• Establish clear accountable performance metrics
• Drive cost improvement activities by identifying system improvements and headcount optimization
• Enhance the customer experience via the adoption of self-service options and first contact resolutions
• Responsible for building integrated solutions to transform customer experiences within the customer success and customer care organization
• Prioritize the multiple platform integration plans, creating a practical implementation path
• Improve the certainty of absorbing large-scale transformational change by building communications, education, and continuous feedback loops
• Proved timely account or issue executive summary status reporting to the Senior VP of Customer care
• Collaborate with internal teams to implement processes and procedures to drive efficiency
• Accelerate business results by driving automation within Customer Care
• Drive innovation with a focus on minimizing the fiscal impact on shareholders
• Address and resolve demanding situations/conflicts effectively using appropriate communication and interpersonal skills

• Bachelor’s degree or equivalent experience
• 10+ years of experience in project leadership and execution in a customer care, and customer service environment. While leading a cross-functional team, effectively planning/scheduling and regularly communicating with internal stakeholders.
• Must have deep knowledge of Salesforce Service Cloud and other Salesforce solutions such as Einstein, Data Cloud, etc… Must also have experience with AWS Connect and the integration with Salesforce Service Cloud Voice.
• Substantial hands-on experience with a new product development methodology, either serving on cross-functional teams or preferably leading innovation projects.
• Can effectively and efficiently influence global, cross-functional team members and stakeholders using hard and soft skills
• Ability to develop a vision, gain buy-in, and energize a team to accomplish goals
• Develop cooperative relationships internally and externally.
• Experience leading transformation programs in customer service environments including VOIP (Voice over IP) transformations, CRM (Customer Relationship Management) migrations, and process automation, and familiar with key tools in customer service space
• Customer-obsessed leader with a hyper-focus on problem resolution, business retention, and growth
• Ability to influence and drive implementation across a matric organization.

Preferred:

• Advanced proficiency in MS Office Suite and SharePoint
• Working knowledge of Salesforce, Workforce Management and CTI
• Experience with cloud-based integration