Director, Global Customer Service Enablement

Ironman • Tampa, FL

9d

About The Position

At The IRONMAN Group , our purpose is clear: to inspire people to unlock their greatest potential through sport, pushing beyond limits to become the fullest expression of human achievement. Through our BE ICONIC vision, we are building the most loved brands, producing the world’s most inspiring events, and fostering deeply engaged communities that change lives. By 2028, we aim to empower over a million athletes to cross a finish line each year and inspire a billion people worldwide through the power of the human spirit. As part of our team, you’ll join a high-performance, caring culture where innovation thrives, communities are uplifted, and every achievement, big or small, is celebrated. You’ll help shape experiences that fill hearts, consume minds, and enrich souls. This is more than a job. It’s a chance to be part of a global movement, to lead from the front, and to leave a legacy. Together, we create moments that last a lifetime. The IRONMAN Group is the world's largest operator of mass participation sports, delivering over 200+ events a year across 55+ countries thanks to a passionate global team. For more information, visit www.ironman.com/about-ironman-group . For our IRONMAN Group in the United States, we are seeking a highly motivated individual for the position of Director, Global Customer Service Enablement . The Director of Global Customer Service Enablement is a critical position that will develop and drive various strategies and execute plans to improve the customer service experience, increase global efficiency and enable the business to achieve scalable growth. This is a new position that will require strong strategic thought leadership and hands on tactical service management of systems, tools and processes to support the service experience for all IRONMAN Group customers.

Requirements

• 5+ years of experience leading and developing front line and service enablement teams
• 5+ years of experience coordinating process, performance, system and tech improvements for a global company and across owned and third party-BPO environments
• Proven track record of delivering multi million dollar improvements to customer experience, efficiency or revenue optimization.
• Proven expertise with customer journey mapping and solutions design/ implementation.
• Proven expertise in service optimization, service KPI design and reporting, and 5+ years of successful Lead Project Management experience of cross departmental, functional and geographical project initiatives.
• English Fluency-written and spoken
• Bachelor’s degree in business management or comparable work experience

Responsibilities

• Develop key elements of Service enablement while partnering across Ops/Marketing/Tech/Reg/Legal. This could include process improvement, voice of the customer or internal stakeholder impact analysis, development and rollout of better tools to bring value to our customers and service teams.
• Independently scope, lead & own workstreams within a larger initiative and/or support the completion of specific projects within larger more complex workstreams.
• Create, compile, and analyze ideas for service improvement. Analyze and evaluate based on customer, financial, front line service team and competitive considerations – depending on the nature of the project.
• Conduct pilots to ascertain best practices for future implementation of enablement activities.
• Design & continuously refine processes, roles, tools & metrics.
• Cultivate strong relationships across the organization and partner with business units to solve problems and identify business improvement opportunities.
• Have a passion for the customer perspective and bring it to your projects as a north star. Understand the perspective of the front-line service teams, understand the world from their point of view, develop a passion for making them amazingly successful at everything they do!
• Lead and execute initiatives focused on optimizing the digital customer experience, including knowledge base, chat bots, and self service capabilities.
• Lead and execute initiatives that improve the case management function, including optimizing the CRM, building out SLA reporting, establishing basic WFM functionality, and routing strategies.
• Build out our ability to gain VOC insights and the strategy on how to action against those observations to optimize our NPS

Benefits

• A culture you can feel – Step into an open, modern, and friendly environment where teamwork crosses borders and cultures and ANYTHING IS POSSIBLE.
• Live the race – Free entries to our legendary endurance events, so you can experience the event spirit first-hand.
• Grow without limits – Access to our online learning platform and other trainings to keep your skills sharp and your curiosity alive.
• We’ve got your back – Our Employee Assistance Program (EAP) is here to support you with both personal and professional challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees