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Director, Global Customer Experience

Operations | Columbus, OH | Full Time

Job Description

POSITION TITLE: Director, Global Customer Experience

REPORTS TO: Chief Operating Officer
DEPARTMENT:
Operations                                                                          

SUPERVISES: Customer Experience Manager, Customer Experience Specialists

EMPLOYMENT TYPE:   Full Time

LOCATION: San Francisco or Columbus

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 SUMMARY OF POSITION: 

The Director, Global Customer Experience will bring Quay’s customer service strategy and philosophy to life, overseeing daily operations, and building a best-in-class, omni-channel customer service experience. Responsibilities include managing the day-to-day departmental duties, monitoring team transactions, interactions, and providing tactical support and improving customer service supporting the sale of notoriously cool sunglasses and stylish prescription eyewear.  The ideal candidate has a passion for operational excellence as this role is both hands-on and also requires a strong cross-functional partner skill. They see the big picture and can clearly communicate with team members and cross-functional partners at all levels.

 

PRINCIPLE ACCOUNTABILITIES:

  • Accountable for Customer Service operations supporting Digital, Social and Shops
  • Ensure that all customer inquiries are handled in an accurate and timely fashion
  • Provide regular updates on customer service performance metrics to inform business decisions
  • Work cross-functionally and with third-party providers to improve customer service; oversee our outsourced servicing operations, including training, SLAs, issue resolution, and quality assurance
  • Maintain awareness of industry developments and apply best practices to Quay process and operations
  • Develop and implement training and quality assurance programs
  • Act as liaison between the customer service and other teams in the company
  • Ensure compliance with regulatory requirements impacting customer service
  • Maintain in-depth working knowledge of the company’s products, systems, and processes
  • Draft, submit and manage to the approved department budget
  • Collect and synthesize customer feedback and insights and share back across the organization.
  • Build and maintain dashboards and tools, provide reporting and analysis, and surface other opportunities to drive a best-in-class customer experience and enable teammates to do their best work.
  • Support team growth, including hiring, and the expansion into new channels and tools, and consideration for outsourced solutions.
  • Establish and scale our processes for problem resolution best practices and other operationally complex situations
  • Developing a customer service roadmap and list of strategic initiatives to ensure we're consistently delivering best-in-class customer experience standards as our businesses grow and scale.

Budget Owner:  Yes

Fiscal Accountabilities:

  • Draft, propose annual operating budget
  • Annual budget for outsourced customer service call center and technology providers
  • Review vendor invoices for accuracy

Key Working Relationships: 

  • DTC, Shops, Brand, Operations, IT, Order Management, third-party providers
  • Flexibility in working hours is needed as key stakeholders are in various time zones including US, Australia, and UK

 

Travel Requirements: Less than 20%

 

Required Skills & Experience: 

  • 10+ years of customer experience; 5+ years of managing and developing customer service operations
  • Experience working with and understanding call center tools, technology, and process
  • Ability to gather and analyze data to generate actionable insights
  • Retail and/or Direct to Consumer experience required
  • Demonstrated passion for customer service
  • A creative and innovative problem solver
  • Experience with project management, demonstrating managerial planning and prioritization
  • Experience with FreshDesk and chatbots preferred

 

Physical Requirements:

  • This position is based in an office environment. Primarily sedentary work with occasional exertion of up to 10 pounds of force to lift, carry, push, pull or otherwise move objects.
  • Must be able to perform essential functions (with or without an accommodation) without posing a "direct threat" to the health and safety to self or others.

 

The Company reserves the right to alter, change, abolish and even combine jobs depending upon changing conditions.