Director of Customer Service Operations

RS Group•Richland Hills, TX

30d

About The Position

Leading and Managing all Customer Service Operations in the Global Business Shared Services for overall Americas. This role will lead all current and future Customer Service Teams (Front Office and Back Office) in Shared Services and own all Metrics and Deliverables to ensure best in class Customer Service to our Customers.

Requirements

Be an expert with hands on knowledge of the Customer Service Operations
Understand the industry and our sales cycle
Have a deep understanding of the various channels of Customer Service to ensure an omni channel experience
Have deep knowledge of Customer Experience Journey and all touch points of our customers
Work requires professional written and verbal communication and interpersonal skills. Ability to motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects. Ability to participate in and facilitate group meetings.
Ability to translate finance data to non-finance colleagues in a concise and clear manner
Work requires willingness to work a flexible schedule
A combination of the completion of a Professional Degree, at least ten years of experience in a senior-level Customer Service Team
Ability to inspire and lead a high performing Shared Services team for optimal performance and stakeholder experience
Empathy and Collaborative work ethic
Excellent stakeholder engagement and management at the senior most levels within the organization

Nice To Haves

MBA or the willingness to complete one in next 4 years
Being Local to the Dallas Fort Worth Metroplex
Bilingual with Spanish skills

Responsibilities

Leading a high performing Customer Service team for the Region and ensuring best in class Stakeholder experience
Supervision of Front Office and Back Office managers/areas
Oversight and setting up best in class processes and policies.
Liaison with Sales, Operations and other Group teams to create a best in class end to end CS framework keeping an exemplary Customer satisfaction in mind
Oversee and ensure completion of overall Governance Structure and framework
Oversight of bi-annual and annual audits
Oversee daily operations of the Ops teams in Front Office and Back Office Customer service across all channels
Serve on planning and policy-making committees
Serve as primary legislative liaison relative to company financial issues
Establish and implement short- and long-range departmental goals, objectives, policies, and operating procedures
Design, establish, and maintain an organizational structure and staffing to effectively accomplish the department's goals and objectives by creating a high-performing team through objective setting, development plans and talent acceleration