Responsible and set strategic objectives for all the Customer Care operations in HelloFresh US. The function includes 500+ inbound support agents and 300+ outbound support agents across 9 different sites. Directly supervise an Associate Director (Inbound Owner), Sr. Manager (Outbound Owner), Sr. Manager (Central Ops Owner – WFM, BI, and Quality Assurance), Process Improvement Manager, and Training Manager. • Set strategic goals and express the vision for the entire Customer Care function for HelloFresh US• Manage the Operational Budget for Customer Care (Inbound and Outbound)• With the support of the functional leaders of Customer Care, define, communicate and implement expectations for each department within Customer Care• Manage recommendations made by Customer Care functional leaders based on business priorities and practical feasibility• Manage performance, review, and development for the Customer Care functional leadership team• Responsible for the tech roadmap annually - This includes the prioritization of resources across multiple projects for the Customer Care team• Improve Customer Care quality & efficiency results by studying, evaluating, and re-designing processes; establish and communicate team metrics; monitor and analyze results; implement changes as needed• Identify and communicate Customer Care related issues/trends to other internal teams as they arise• Responsible for overseeing Customer Care service levels with the support of the internal data reporting and recommendations from the functional leads• Launched the Outsourcing Strategy for both HelloFresh US and Global [Onshore and Offshore]• Responsible for re-negotiating BPO contracts annually (i.e. improved 2018 cost by $228K)

• Assist Director of Customer Care in the development/refinement of department methods and procedures. • Directly supervise up to five Customer Care Managers, providing leadership, coaching and motivation. • Help define, communicate and implement Customer Care standards/expectations for each role in the department. • Manage the relationship with the outsourcing team.• Help facilitate global training for outsourcing partner in Manila, Philippines.• Ensure Customer Care representatives are continually updated with and completely understand latest marketing, product, order processing and OneView revisions/changes. • Improve Customer Care quality & efficiency results by studying, evaluating, and re-designing processes; establishing and communicating team metrics; monitoring and analyzing results; implementing changes as needed.• Identify and communicate Customer Care-related issues/trends to other internal teams as they arise. Take ownership, determine root cause related to an interaction, work with team/s to troubleshoot and resolve.• Responsible for achieving and maintaining Customer Care service levels-90% targets. Ensure team adherence to specific schedules and all customer inquiries are resolved in accordance with department goals (e.g., average handle time, average wait time, etc.)• Coordinate and manage Customer Care projects and initiatives.• Admin responsibilities include (but not limited to): report generation, ADP timesheets reviews/submission, maintenance of dept. manuals and schedules. • Understand and communicate the management vision to the Customer Care team. • Assume the role of Customer Care Director when necessary.

• Recruiting and training employees• Drive customer service excellence• Driving profitability through business acumen with dissection of Profit & Loss Report and other scorecards.• Strategizing plans and executing them• Development of talent • Inventory integrity• Responsible for 2-3 Supervisors while overseeing 150 associates • Administrative responsibilities include (but not limited to): report generation, TLC Timesheets, creation of weekly schedules, and reviews/submission