Director Of Customer Operations
Responsible for the strategic vision, planning and execution of Customer Care Operations, providing strong, dynamic leadership. Core duties include recruiting and building a high-performing Customer Care team (to include contact center sales and service and enrollment & billing functions) and mentoring and leading this team to a reputation of exemplary customer service to ensure that the goals and objectives of the business unit are realized.Key Responsibilities* Leads a customer-focused unit that delivers call center (sales/service) and enrollment and billing operational excellence.* Develops key performance indicators (KPIs) that measure effectiveness of customer success and translate to team performance.* Analyzes customer satisfaction trends and identify/implement new processes and procedures to improve the customer experience.* Proactively advises senior management and other key staff about operations performance, recommendations for improvements and analysis of all statistics on an ongoing basis.* Ensures staff receives on-going training, including soft skills and best in class service. Works with division trainer to develop written training materials and procedures.* Develops annual department and project budgets; identifies variances and takes corrective actions as appropriate.* Contributes to and manages department initiatives and transitions as needed in support of overall business needs.* Represents department in inter-divisional meetings and projects and Enterprise-wide initiatives. Collaborates closely with Customer Experience team on designing and implementing transformational service solutions.* Elevates issues that potentially impact the business and other divisions as appropriate. Communicates policy decisions to division staff, working with them to adhere to standard operating policies and procedures and to achieve goals.
