Role is remote but individual must reside in Mexico near Mexico City.

The Vice President of Customer Care is a key strategic and operational leadership role. Responsible for the development, continuous improvement, and delivery of customer service. In addition, the VP will lead the team’s strategic development of operational requirements, while scaling technology to improve processes. While operating with urgency to identifying and developing 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.

In more detail than above, a successful VP Customer Care will:

• 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

You are self-motivated and ready to “roll up your sleeves.” While you are an independent contributor, you are also collaborative. You can spearhead a project and see it through from start to completion.

As a team player, you navigate cross-functional teams and work well with team members in other business units and departments toward a common goal.

An Innovator — you see gaps in current processes or workflows as an opportunity to improve and try something new.

A lifelong learner and always seeking out opportunities to learn and upskill, you understand the importance of thorough and secure screenings and are interested in the Human Capital sector and the confluence of people, process, and technology.

What You will need to be Successful: (Education)

Bachelor’s degree.

• 10+ years of experience in project leadership and execution in a customer care, customer service environment. While leading a cross functional team, effectively planning/scheduling and regularly communicating with internal stakeholders.
• 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 environment including: VOIP (Voice over IP) transformations, CRM (Customer Relationship Management) migrations, 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 Share Point
• Working knowledge of Salesforce, Workforce Management and CTI
• Experience with cloud-based integration

Travel Requirements:

While role is 100% remote, International travel will be required for both internal and external customer meetings. Estimated no more then 1-2 trips per quarter.