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VP of Customer Service



The Vice President of Customer Service will be instrumental in building a world class customer center of excellence group and be a leading force in implementing cutting-edge business intelligence. This person will serve as a business and competitive landscape expert, have a relentless focus on innovative strategic thinking, and manage a team to generate customer insights and provide actionable recommendations for various business verticals. This role will provide strategic thought leadership in the development of customer experiences, as well as translation of the vision into tangible business goals and capabilities.

The VP sets the vision, strategy, goals, fosters collaboration, and motivates a team to achieve outstanding results and exceed client group expectations. He / she will use excellence business acumen to drive business opportunities, facilitate strong partnerships between team and stakeholders to drive sales and profit goals.
Responsibilities:

oDevelop and coach team to build their capability and to create best in class methodologies for conducting advanced customer analytics and applying customer insights for various product categories
oIdentify, motivate, inspire and mentor team members to become business category experts to drive solutions for business concerns
oLead the implementation of processes, technology / tools, education and best practices to increase adoption of customer insights across the entire enterprise
oContinuously drives improvements in process and practices, and makes game-changing recommendations
oSupport CEO in creating a company-wide culture of customer success; Partners with product, sales and marketing teams to ensure corporate initiatives support successful servicing and a positive customer experience; engages external stakeholders to support resolving customer issues.
oKeeps current with emerging technology applications and business trends; identify best practices from these trends to implement within the department.
oEstablish customer experience benchmarks across key areas of customer interaction, implement any additional metrics required to understand performance and provide ongoing reporting
oIdentify and prioritize opportunities to improve and enhance the customer experience through voice of customer feedback, defect identification and elimination, customer monitoring and direct customer outreach
oServe as the leading voice of the customer and act as a customer experience advocate in considering decisions that will impact the customer; leads the Customer Service transformation.
oContinue to make improvements across the dimensions of people, process and technology with the goal of improving the customer experience and impacting key business metrics
oSupport CS Managers with the day-to-day management of their teams and provide assistance with customer escalations
oUse business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the customer experience, drive productivity and build customer loyalty
oDevelop, monitor and track business performance against goals for assigned product lines or geographical areas. Ensures customer service goals are met.
Qualifications:

o10+ years' experience in leading customer-facing organization
oBA/ BS degree
oAbility to adjust to changing demands and shifting priorities
oAbility to manage influence through persuasion, negotiation, and consensus building
oStrong empathy for customers AND passion for revenue and growth
oDeep understanding of value drivers in recurring revenue business models
oAnalytical and process-oriented mindset
oDemonstrated desire for continuous learning and improvement
oEnthusiastic and creative leader with the ability to inspire others
oExcellent communication and presentation skills

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