We are seeking a dynamic and experienced individual to lead our growing customer service operations and workforce as the Director, Support Operations. The ideal candidate is a top-tier business operator, with a strong analytical toolkit, the ability to solve complex problems from first principles, and a deeply-rooted bias for action. They will be adept at working with senior, cross-functional partners to drive substantial, ongoing improvement in our business. They will be energized to help build a category-defining company in a still-evolving space. And they will be able to work mostly autonomously in the relentless pursuit of their goals.
Responsibilities
- Lead our growing customer service operations and workforce. Ensure we properly forecast for, hire, staff, and manage a high-performing customer service team, meeting both our desired service levels and budget targets
- Partner with Quince Finance to accurately forecast our customer service needs on a rolling 8-week basis
- Build a staffing solution that matches our forecasted ticket arrival patterns to our workforce schedule
- Ensure we hit our daily, weekly, and monthly service level targets across our email, chat, phone, and social support channels, down to the 15-minute interval
- Surface and resolve gaps in team productivity, including shrinkage, utilization, and occupancy misses
- Lead our real-time analytics team, managing and monitoring our support operation 24/7/365
- Partner with team and company-level stakeholders to ensure we hit the business inputs needed to achieve our annual cost plan
- Build a scalable service model that can flex to accommodate the seasonal ramp in our business
- Experiment with novel service models to deliver luxury levels of personalization and care at scalable levels of efficiency
Qualifications
- You have both leadership experience within a top-tier CX organization as well as demonstrated success as a business generalist
- You have a sharp analytical toolkit, and are able to frame problems, gather data, and run basic, accurate analysis, independently
- You have an ability to solve complex operating problems from first principles, typically getting deep into data and/ or the physical world to find root causes
- You are an owner; someone who is relentless in the pursuit of their goals
- You are comfortable working as an individual contributor, and are able to go from creating a strategy at 30,000 ft to implementing it on the ground at 3 ft
- You have a track record of partnering across large, complex organizations to achieve your objectives
- You have an innate bias to action, moving quickly to do today what could be put off until tomorrow
- You iterate, working to improve 1% everyday
- You’re an excellent verbal and written communicator, able to share complex updates and learnings succinctly and quickly
- You have strong knowledge of existing workforce technology solutions including NICE, Verint, Playvox or other
- You have partnered and staffed with top-tier global customer service BPOs
