Posted: Tuesday, February 6, 2018 11:12 PM
Do you obsess about the latest trends in customer service technology and want to be part of one of the fastest growing brands in the US? Do you love creating shared values that inspire internal teams and build long term, trusted relationships with customers? If so, look no further. As a member of the executive leadership team, the VP of Customer Service will engineer the vision, strategic framework, and specific solutions required to deliver against identified business challenges, consumer needs, and specific business goals. You are a leader who brings forward outside-in view that challenges internal thinking and provides objective views of opportunities and risks. This role will bring proven experience in strategic and business planning related to customer service. THE JOB Actively serve as a key member of the executive leadership team Provide dynamic, visible, and inspirational leadership to deliver strong business results Develop an effective and adaptable support infrastructure (processes, knowledge base, self-service tools, etc.) that is complemented by superior hands-on service from our team of Fit Experts Seek out, and implement new tools, communications, or workflows that can streamline processes, increase efficiency and improve the customer experience Lead and scale the 200 person Customer Service department (based in two offices - Chico, CA and San Francisco, CA), which handles all inbound customer calls, emails and live chats, order placement and fraud prevention Work with Recruiting team and assist in the hiring, training, development, retention, and performance management processes Leverage customer feedback to identify opportunities that enhance the customer experience Collaborate with department leaders to continually improve customer satisfaction with all aspects of the brand, including but not limited to site experience, transactional and marketing emails, fulfillment, product quality/availability and social media Prepare and manage departmental budget THE QUALIFICATIONS 15+ years of Customer Service Experience Bachelor’s degree required MBA preferred 8+ years in management Demonstrated ability to work with and inspire a broad range of individuals to work toward a common goal Experience sourcing and implementing new tools and technologies related to customer service/CRM Outstanding analytical skills and proven track record of utilizing insights from data collection Must spend a significant amount of time in our Chico, CA. location and potential new locations Demonstrated leadership experience in a customer-centric function with deep insights into customer expectations and challenges Ability to work cross functionally at all levels of the organization and to manage and prioritize multiple tasks on very tight deadlines Excellent communications and presentation skills, both written and verbal. Must be able to connect work to the "big picture" brand and business goals.
• Location: Chico
• Post ID: 9076337 chico