Director/Senior Director of Customer Care

Area : Los Angeles, California

Description : Our client is a well-known e-commerce company focused on women's apparel. They are seeking a Director/Senior Director of Customer Care to direct and oversees all aspects of the firm's customer service policies, objectives, and initiatives. 

Responsibilities:

- Manage multiple-location customer care organizations and create accountability

- Lead a team of Managers to continuously improve customer experience 

- Develop and implement standard operating procedures to ensure a consistent experience

- Leverage technology, KPIs, and other tools to lower costs while improving performance

- Manage 3rd party vendor relationships (i.e., outsourcing, technology, secret shops)

- Own, write, edit, manage, disseminate all customer-facing communications (non-marketing)

- Ensure on-going agent/advocate development and quality improvement

- Own and improve CSAT (current) and NPS (future) scores

Qualifications

- Bachelor's degree, required 

- 10+ years of experience in customer care, required 

- Experience Managing 3rd party vendors, required 

- Advanced in Microsoft Office Suite 

- Excellent verbal and written communication skills

- Ability to collaborate in a highly matrixed and cross-functional organization structure

Published : Jun 4, 2018

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