Vice President, Global Customer Service Operations

• Strategically and tactically lead and develop the Global CS team
  to
  enhance performance in 3 key areas: Employee, Customer, and Efficiencies
  /Cost
  .

• Deliver
  world-class results across multiple locations from both in-house teams and outsourced partners
  .

• Enabling teams to be successful by being committed to coaching
  and
  develop
  ment
  ,
  encouraging
  and
  recognizing
  others
  , and
  facilitating
  brilliant outcomes
  ;
  all
  designed to
  create a world-class engaged
  team
  .
   

• Drive performance management and P
  eople Experience
  initiatives
  , including goal set
  ting, per
  formance reviews,
  succession planning,
  compliance, and
  top
  performer
  retention
  .

• Create, 
  improve
  and drive
  a culture
  and processes
  which achieve business goals and
  objectives
  .

• W
  ork effectively with all stakeholders
  ,
  both internal and external to CS
  ,
  to negotiate and influence customer improvements
  .

• Embrace AI and Technology to improve 
  customer
  experience
  , teammate experience
  s
  , and
  efficiencies
  .

• Responsible for growing the team as the business grows and thinking outside of headcount for smarter ways to deliver an outstanding, digital first, customer service experience as we scale up
  .
   

• A critical member of the Global Customer Service team, collaborating with global colleagues to deliver better together and 
  leveraging
  CS
  support teams primarily
  located
  in the US
  .

• Collaborate
  with
  CS support teams and executive
  leadership in setting and driving organizational vision, operational strategy, and hiring/talent needs in
  CS
  operations.
   

• Drive sales through service
  with a focus on increasing conversion and customer retention.

• Leverage 
  customer insight
  s
  and root cause analytics to
  identify
  needed
  improvements and
  gain
  cross-functional buy-in
  t
  o
  deliver results.

• Be the ‘Voice of the Customer’ 
  within CS and
  across the
  company
  , providing regular update
  s and insights
  into
  operational performance to senior leadership
  .

• Identify
  potential operational risks, develop contingency plans, and ensure the company's
  CS
  operations are resilient against
  disruptions
  as well as
  ensuring full regulatory compliance and legal requirements
  .

• Meet tight budgets through c
  ontrol
  ling
  resources and
  utili
  z
  ing
  assets to achieve qualitative and quantitative targets
  .

• Take an 
  all-hands-on
  deck approach during our
  busy
  seasons, including back to school (July-Sept) and holiday (Nov – Jan)
  .

• Continually develop improvements and embed successful change projects
  .

• Drive quality and consistency
  .

• Coach and lead the team to w
  in.
   

About you

• 10+ years
  leading Customer Service operations with preferred e
  -
  commerce experience.

• 5+ years of global leadership experience, focused 
  in
  North America, EMEA and APAC.

• Customer and Employee Centric 
  leadership and experience with proven results.

• Strong background in multi-channel Contact Center / BPO operations. Proven experience in scale
  d
  leadership roles
  .

• S
  trategic
  and organizational skills with
  a clear understanding of the wider issues
  impacting
  the relevant markets
  .

• Proven Management experience at a senior, strategic level role
  .

• Established 
  track record
  of exceeding targets, KPIs, SLAs
  .

• Exceptional 
  Coach that
  d
  emonstrate
  s
  the
  ability to
  develop,
  motivate
  ,
  and communicate with others at all levels
  .

• Influential relationship skills at all levels
  and a
  ble to use these relationships to deliver service improvements
  .

• Excellent 
  interpersonal skills, including written and verbal communication, and the ability to build trust and consensus amongst a team
  .
   

• Must be a proactive team player with high energy 
  to adapt and succeed in a
  fast-paced
  , changing environment
  .

• C
  reative
  , analytical, a
  nd strategic
  thinker that
  leverages
  data to tell the story and drive actions to improve.

• Evidence of outstanding leadership skills and portray an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group’s actions
  .
   

Pursuant to the various pay transparency laws/acts, the pay range is $225,000 to $250,000 annually, plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.