- Develop a Voice of the Customer culture with a goal of improving the end-to-end Customer experience, advocating for our customers across product, marketing, and every step of the customer experience.
- Rely on data and experimentation to optimize everything all the time.
- Deeply believe that customer service is not a call center. At , it is an extension of delivering a best-in-class customer experience.
- Partner with leaders across the organization to implement functional solutions to ensure we are providing our Customer a consistent high-end experience.
- Deliver productivity gains by driving operational efficiencies and process improvements while maintaining or exceeding key performance metrics.
- Attain key performance metrics including, NPS, Contact to Order Ratio, Handle Time, Quality, Reliability, and First Call Resolution.
- Drive innovation and lead ROI analysis and prioritization of key investments.
- Define technology or automation requirements to support capital project initiatives.
- Lead, evaluate and coach a team of Customer Experience professionals.
- Develop and manage the annual budget.
- Interact regularly with executive leadership to ensure that customer service priorities are aligned with total company direction.
- Over 10 years of proven success in leading, building, and managing highly effective direct-to-consumer customer service teams.
- A strong leader that inspires commitment to achieve exceptional customer loyalty, teamwork to deliver results, transparency of performance, flexibility to shift priorities, and mobilize resources with an appropriate sense of urgency.
- The experience and track record of building a Customer First Culture.
- Strong track record of Customer Service Team management with experience of direct and indirect management of customer service agents.
- Experience leading transformational cross-functional initiatives.
- E-commerce Retail experience a plus
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Vice President of Customer Service - Salt Lake City, United States - Women in Retail
Description
At Jane, were working to find the best ways to help small businesses succeed, and were using the latest technology to build a better online marketplace.
We have some pretty big goals and are always looking for talented people who want to be a part of something new.
We not only work hard at our jobs but also to maintain a culture of authenticity and collaboration. Join us and enjoy the #janelife to its fullest.Jane's Values
Lead with empathy
Pull together
Just say it
Make it count
Make your mark
As the Vice President of Customer Service, you will oversee service strategy, operational excellence, and lead the customer experience initiative for pre and post-purchase support to our customers.
Through the primary responsibilities listed below, this position will play a critical role in the evolution of s Customer Service team.
The VP will evolve, develop, and build a best-in-class team to continuously improve KPIs, customer satisfaction metrics, and employee engagement and retention.
The VP of Customer Service will demonstrate a strategic mindset that can articulate multiple business objectives, at an executive level, while driving results and leveraging the team in every interaction with our sellers and customers.
Responsibilities
Qualifications
Vice President of Customer Service professionals in Salt Lake City
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Micah Sims
Information Systems Student
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Emmanuel Chica Granada
Inspired.
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Keenan Knop
Athletics Assistant
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Alex Richard
Professional Car Detailer
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Amanda Hanks
I love helping people!
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Jessika Holt
Diverse individual with skills in a range of field