Director, Support Operations

Description

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