Director, Customer Care

Anheuser-Busch • New York, NY

2d

About The Position

Digital Transformation is the department withing Anheuser Busch that develops technology solutions that enhance AB's sales process and route to market. Our teams build solutions that enhance how retailers order products from their wholesaler, how sales teams execute in the market and how the AB commercial team builds planograms, analyzes market surveys and more. Across these tools, Digital Transformation focuses on an on-going cycle of improvement, driven in part, by insights gleaned from our Net Promoter Score program, Customer Support ticket categories and usage date from our applications. The Director of Customer Satisfaction will support the Senior Director of Online Journey & Care in building and managing the Customer Support & NPS Survey programs across the Digital Transformation product suite. This role will focus on the build out of how we deploy Zendesk and manage our L1 support structure as well as consult on the design of the NPS program for each product and the deployment of the survey. Applicants with demonstrated ability to stand up CSAT key performance indicators and optimize CSAT and support initiatives will excel in the role. This position collaborates closely with the Product and Program management teams across Digital Transformation as well as the commercial owners for each area.

Requirements

• 7+ Years in Customer Service Role
• 4+ years leading a customer service team
• Experience building workflows, macros and routing schemas in Zendesk or a related tool
• Experience leveraging the Medallia and/or Alchemer surveying platforms
• Highly empathetic
• Ability to analyze NPS data
• Support development of close the loop processes across stakeholder types
• Comfort with building net new infrastructure and taking it from ideation, pilot, scale up
• Ability to travel 20% within the US
• Bachelor's Degree - highly preferred

Benefits

• Health benefits including Medical, Dental, Vision, Wellness and Tax-Advantaged Savings and Spending Accounts
• Life Insurance and Disability Income Protection
• Generous Parental Leave and FMLA policies
• 401(k) Retirement Savings options with a company matching contribution
• Chance to work in a fast-paced environment among a company of owners
• Free Beer!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees